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Senior technical support engineer who resolves customer issues across accounting software integrations, performs backend configuration work, and mentors junior team members.
As a Senior Technical Support Engineer, you will unblock customers when they face technical obstacles across FloQastâs Accounting Transformation Platform and suite of integrations. Customers around the globe rely on FloQast solutions for business-critical processes spanning Accounting, Audit, Compliance, Finance, IT, and more. Given the high-stakes roles that accuracy and deadlines play in these industries, we take pride in delivering timely and trustworthy technical resolutions. Youâll leverage deep product knowledge and a robust toolset to troubleshoot issues, perform hands-on technical engagements, and ensure customers realize the full value of FloQast.
Based in Sydney, this role is a foundational part of FloQastâs APAC go-to-market team, partnering closely with local Customer Success and Sales teams to deliver technical expertise to the region while also contributing to global Technical Support Engineering efforts.
Visa sponsorship is not available at this time.
Own support cases from customers/colleagues/partners, applying proper prioritization and delivering clear and effective solutions primarily via email and screen share.
Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions.
Perform backend configuration work, including data transformations, uploads, and migrations, to maintain functionality and meet customer requirements.
Handle a wide range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s), including ownership of the most technically demanding cases within the team.
Lead L3 case resolution end-to-end, coordinating with Engineering from initial triage through remediation; serves as the primary Support representative during P2 incidents and co-leads P0/P1 response alongside Support leadership.
Develop and maintain expertise in 4+ SME areas, with recognized depth that the broader team draws on.
Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.
Leverage technical tools like session replay, log analysis, developer tools, and API clients (e.g., Postman) to perform troubleshooting.
Participate in daily standups and internal Slack discussions to collaborate on active tickets and projects.
Mentor fellow TSEs through shadowing sessions, ticket reviews, and live ticket collaboration.
Partner with local colleagues (ASM, ATC, PIC, AM, etc) on regional customer implementations and post-launch initiatives, and contribute to internal APAC planning and reporting cadences.
Contribute to assigned special projects and initiatives, leveraging creative problem-solving skills to help the department achieve its goals.
Typically 7â10 years of experience in Technical Support, IT, or a related technical field.
High EQ with the ability to assess customer urgency and deliver accurate, timely, and empathetic support.
Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues.
Strong technical aptitude with the ability to quickly gain proficiency in complex products, including rapidly evolving features across an innovative platform.
Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, etc.
Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.
Comfort using AI-assisted tools in day-to-day support workflows, including case summarization, knowledge retrieval, and troubleshooting assistance.
Experience working in a B2B Fintech SaaS environment
Prior experience troubleshooting cloud-based platforms or enterprise applications, particularly ERPs or other accounting/finance tools.
Familiarity with regex, JSON, or basic scripting for log analysis, data troubleshooting, and API debugging.
Knowledge of authentication protocols (OAuth, SAML, SSO) and file transfer mechanisms (SFTP, REST APIs).
Hands-on experience with AI-powered support tools, automation strategies, or chatbot-driven ticket deflection.
Familiarity with session replay or log analysis tools for debugging customer issues.
Experience mentoring or training other team members while collaborating on tickets, projects, or escalations.
Degree in a relevant field such as Information Systems, Information Technology, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or a related discipline.
Multi-language support experience (e.g., bilingual English-Mandarin, English-German, etc).
#LI-BT1
#LI-Hybrid
About FloQast:
FloQast is the leading AI-powered Accounting Transformation Platform, uniquely built by former accountants for accountants. We automate complex, recurring accounting workflowsâtransforming preparers into strategic reviewers and relieving accountants from tedious manual work. Our cloud-based solution is trusted by over 3,500 world-class accounting teams, including Lululemon, Doordash, and the MLB, to drive collaboration and financial accuracy. Driven by a mission to continuously elevate the profession, FloQast is redefining both the practice and the perception of accounting on a global scale.
Our values act as a guiding compass, shaping every decision we make, and are non-negotiable, particularly in our hiring process. Alongside our employees, partners, and customers, we embody these values every day:
Unwaveringly Authentic
Ambitious with Integrity
Empowered to Grow
Committed to Collaboration
Customer Obsessed in All Ways
FloQast is regularly rated as a Best Place to Work!
- Inc. Magazineâs Best Workplaces in 2025, 2024, 2023, 2022, and 2021
- Best Places to Work by LA Business Journal since 2017 (thatâs 9 years!)
- Built Inâs ââBest Place to Work in Los Angeles 7 years in a row!
Because we are Customer Obsessed in All Ways, check out what our customers have to say about FloQast on G2 Crowd .
If this aligns closely with what you are looking for, hit âApplyâ and come join our growing team!
FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Leads a team of customer success specialists, manages regional customer health and retention, coaches team members on strategy, and oversees escalations for a SaaS platform.
Working at Omnisend is⌠kind of boring.
Not the soul-crushing kind of boring â more like the âno drama, no chaos, just smart people doing great workâ kind. The kind that lets you focus on what matters, without pointless meetings, micromanagement, or bureaucracy. Weâre data-driven. We test, we iterate, we improve. Gut feelings donât drive decisions â insights do. We trust each other. Weâre transparent, give real feedback, and actually listen. No egos, no hand-holding â just a team of experienced professionals moving fast, adapting easily, and delivering impact. Omnisend is customer-funded and customer-driven. Our work is rooted in solving real problems that help ecommerce brands grow. No empty promises â we bring in results. And yes, we have fun. But the grown-up kind â workations, team gatherings, the occasional party. No forced fun, no awkward icebreakers. Just genuine moments with a team that actually enjoys working together.
The Team Lead of Account Experts is a people leadership and regional customer success role within Omnisendâs Customer Success organization. In this role, you will lead and coach a team of Account Experts while overseeing the Chinese speaking book of business. You will be responsible for customer health, retention, and client success across the region, ensuring merchants receive proactive, strategic, and high-quality support.
Working closely with other regional leads and Director of Customer Success, you will help turn CS strategy into strong daily execution, improve team performance, identify risks and opportunities, and make sure APAC customers succeed with Omnisend.
Lead, coach, and develop a team of Account Experts;
Oversee the Chinese speaking book of business and take ownership of regional customer health, retention, and client success;
Monitor churn risk, adoption, engagement, renewal readiness, and overall account performance;
Support the team with complex, strategic, high-value, or at-risk customer accounts;
Coach Account Experts on ecommerce strategy, email and SMS marketing, product adoption, retention, renewals, and difficult customer conversations;
Ensure APAC customers are successfully onboarded and receive the right guidance across setup, migration, warmup, campaigns, automations, and ongoing account growth;
Review customer dashboards, team performance, workload, and open issues to ensure timely follow-up and strong execution;
Own first-level customer escalations for the book of business;
Drive consistency in customer communication, account planning, QBRs, documentation, and best-practice sharing;
Share customer insights, risks, trends, and feedback with the Customer Success team.
Foster a culture of accountability, ownership, collaboration, and continuous improvement.
2+ years of experience in Customer Success, Account Management, ecommerce, SaaS, or a similar customer-facing role;
Experience leading, mentoring, or coaching others;
Experience owning or supporting a book of business, customer portfolio, or regional customer segment;
Strong understanding of customer success best practices, retention, adoption, customer health, and account ownership;
Good understanding of digital marketing metrics, including opens, clicks, conversions, revenue, engagement, and retention;
Ability to identify churn risks, customer health signals, and opportunities to improve customer outcomes;
Confidence in discussing business, renewal, cancellation, retention, and growth topics with customers;
Strong communication, prioritization, and problem-solving skills;
Ability to work with data and make data-informed decisions;
A proactive, adaptable, and customer-centric mindset;
Familiarity with tools such as Slack, Zoom, Intercom, Mixpanel, HubSpot, G-Suite, Omnisend, or similar platforms;
Fluency in English and Chinese.
Gross salary starting from 2800 EUR/month based on experience + commission depending on individual results.
An unlimited learning budget for self-improvement complying with the best interest of Omnisend;
Working methods and best practices inspired by the best tech companies in Silicon Valley;
Senior colleagues who enable us to have a high-performing, productive environment where your growth will accelerate;
Flexible working hours and remote work possibilities;
Private health insurance;
Unlimited access to psychotherapy;
A workstation budget of 420 EUR;
Personalized work anniversary gifts, including house cleaning services, bikes, scooters, spas, international flights, and more depending on the year;
Attractive workations and team-led team-building events.
Omnisend is an email and SMS marketing platform built for ecommerce brands. With one-click integration to major ecommerce platforms, intuitive automation, and powerful email templates, we make sophisticated marketing effortless â no learning curve required.
Award-winning 24/7/365 customer support? Check. A platform trusted by growing brands and seasoned pros alike? Absolutely. The idea that âgreat marketing needs to be expensiveâ? Our 150,000+ customers prove that wrong every day.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Provides back-office travel support for flight ticketing, digital platform issues, and internal stakeholder requests while maintaining service excellence and operational continuity.
Driving Innovation and Trust: Tenâs Journey to Redefine Service Excellence
Ten is on a mission to become the most trusted service business in the world.âŻđTechnology-driven Product is at the centre of our strategy to create a hugely successful service and business.⯠Millions of members already have access to Tenâs services across lifestyle, travel, dining and entertainment on behalf of over fifty clients including HSBC and Swisscard. Tenâs partnerships are based on multi-year contracts generating revenue through platform-as-a-service and technology fees.
We have the advantages of already being at scale globally with a critical mass of high net worth members via stable, multi-year revenue-generating contracts.⯠We already have a market leading consumer proposition and credibility (and many integrations) with the leading suppliers/partners across our âbig 4â service categories of restaurants/travel/entertainment and luxury retail.
We are profitable and the first B Corp listed on the London Stock Exchange (AIM market).
Our plans are to continue to invest into technology (including AI) to become the main way that our members organise their leisure lives.⯠The next few years will see Ten speed up our progress via our Growth Engine strategy, making the next huge steps to achieve our ambitions together.
For more information, please watch Tenâs Growth Engine Video https://tenlifestylegroup.com/investors/#growth-enâŚ
Purpose of the Role:
The Internal Support Service Specialist is responsible for delivering seamless, back-office travel support across both offline servicing and online platform environments.
This role acts as a central point of expertise for complex flight ticketing, and digital platform support, ensuring a consistent and premium experience across all travel touch-points. It combines operational excellence in GDS/NDC ticketing with the ability to resolve online booking issues by liaising with the relevant technical teams, supporting internal stakeholders with any flight-related or online booking-related issues, and contribute to system and process improvements. This role focuses on internally supporting limited direct member contact, unless through online booking confirmations or for approved, template-based email communication when and where required.
The role plays a key part in maintaining service continuity by assisting the Travel LMâs, supporting revenue integrity by processing airline disputes and making sure accuracy is key when issuing airline tickets, and enhancing the overall member journey through both traditional and digital channels.
Skills, Knowledge & Experience
Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
Rewards designed around you:
Join us and experience a workplace where you can truly thrive.
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.
âTen works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.â
Resolves technical issues for life sciences AI platform customers, troubleshoots integrations, and deploys AI-driven improvements to support workflows.
About Manifold
Manifold is the AI platform for life sciences, accelerating life-changing medicines to patients. Our products speed up workflows in areas from target identification and clinical development to market access and precision medicine in the clinic, while maintaining the governance life sciences requires. Global companies and premier research institutions use Manifold to operate faster and more effectively. Backed by leading investors including Reach Capital, TQ Ventures, Calibrate Ventures, SilverArc Capital, and Industry Ventures, Manifold serves tens of thousands of users across hundreds of organizations globally.
About the Role
Weâre looking for a Customer Support Engineer who is technically sharp, customer-obsessed, and excited to be on the front line of an AI-native platform. As part of Manifoldâs Professional Services team, youâll be the primary support contact for our customers and will deliver exceptional services by resolving technical issues, owning engineering tasks, and ensuring a positive experience with our platform.
The ideal candidate will be adept at maintaining focus and professionalism while navigating escalated or demanding customers, be able to balance competing priorities, be excited about new ways to deploy agentic AI in both customer and support workflows, and aim to become a configuration and support engineering expert on Manifoldâs product suite. This is a high-agency, high-impact position for someone who moves fast, builds AI into how they work, and cares deeply about the outcomes on the other side of every customer interaction.
What Youâll Do
What Youâll Bring
Why Manifold
Youâll help shape how we deploy agentic AI in support, work with customers doing breakthrough science, and grow fast in a company that takes talent seriously. Weâre a hybrid team based in Newton, MA, so if you do your best work alongside people in person on a regular cadence, youâll fit right in.
Salary Range The base salary range for this position s $83,000â$104,000 annually.
Oversees customer portfolios to drive product adoption and business outcomes, mentors team members, and ensures customers maximize value from ServiceNow investments.
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyoneâfreeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflowâ helping 85% of the Fortune 500ÂŽ work smarter, faster, and better. Weâre building an AI-native culture where technology and talent are unstoppable together. And weâre just getting started.
Join us to put AI to work for people.
What you get to do in this role:
The role of the Senior Success Advocate is to act as an advocate for our customers.âŻYou will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNowâs best practices, innovations, and capabilities to help customers achieve their goals.
To be successful in this role you have:
FD21
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. Š2026 Fortune Media IP Limited. All rights reserved. Used under license. .
Oversees customer portfolio to drive product adoption and business outcomes, mentors team members, and ensures customers maximize value from their ServiceNow investment.
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyoneâfreeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflowâ helping 85% of the Fortune 500ÂŽ work smarter, faster, and better. Weâre building an AI-native culture where technology and talent are unstoppable together. And weâre just getting started.
Join us to put AI to work for people.
What you get to do in this role:
The role of the Senior Success Advocate is to act as an advocate for our customers.âŻYou will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNowâs best practices, innovations, and capabilities to help customers achieve their goals.
To be successful in this role you have:
FD21
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. Š2026 Fortune Media IP Limited. All rights reserved. Used under license. .
Senior CSM manages enterprise customer accounts post-implementation, driving adoption of AI-powered contact center platform and ensuring long-term ROI and customer satisfaction.
At NiCE, we donât limit our challenges. We challenge our limits. Always. Weâre ambitious. Weâre game changers. And we play to win. We set the highest standards and execute beyond them. And if youâre like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, whatâs the role all about?
After key NiCE CX customers have purchased and are implementing our products, the Customer Success Management (CSM) team takes ownership of the ongoing customer relationship and value realisation, becoming the customerâs trusted advocate within NiCE CX.
The Customer Success Manager begins engaging with customers before they go live on the contact centre platform and works closely with them from that point forward to ensure adoption, measurable ROI, and long-term success.
Our CSMs are seasoned customer success and technically fluent professionals who are unified in exceeding customer expectations, driving adoption of AI powered capabilities, improving customer experience, and supporting company growth objectives. This role manages multiple customer accounts, many of which are enterprise, high touch, and high complexity customers.
The CSM partners with customers to help them succeed in their business using NiCE technology and services, expand and optimise usage, act as a customer advocate and reference, and build long-term, loyal partnerships. Assigned accounts may include customers with premium service packages where a high level of engagement, strategic guidance, and technical understanding is required.
Interaction with customers will be via phone, email, chat, video conferences with regular face-to-face engagement as necessary and appropriate. Travel to customer sites is expected to support customer visits, value reviews, and executive engagements.
The CSM works independently and in close collaboration with Sales, Technical Support, Professional Services, Product Management, Engineering, and other teams to ensure the highest levels of customer success, adoption, and satisfaction.
How will you make an impact
Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes
Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria
Drive adoption and value realisation, including AIâdriven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI
Build trustedadvisor relationships and deliver a customer experience aligned to stakeholder needs and expectations
Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA
Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers
Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends
Gain a deep understanding of each customerâs environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact
Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps
Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience
Support customers through goâlive and postâgoâlive phases, building confidence and momentum as they mature in their use of the platform
Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio
Travel up to 25â30% to support customer success activities
Have you got what it takes?
Bachelorâs Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience
6+ yearsâ experience in Customer Success, Technical Account Management, Service Delivery, or similar customerâfacing roles within SaaS, telecommunications, or contact centre environments
Strong ability to translate technical and AIâdriven capabilities into business value and outcomes
Excellent analytical, problemâsolving, and customer engagement skills
Proven experience managing multiple customer accounts simultaneously
Excellent communication skills, both verbal and written
Ability to work effectively in a fastâpaced, customerâcentric environment
Proficient in Microsoft Office applications
Able to work independently with minimal supervision
Strong working knowledge of contact centre platforms, functionality, and design
Experience balancing technical discussions while maintaining strong executiveâlevel business relationships
You will have an advantage if you also have:
Understanding of networking, VoIP, and contact centre infrastructure
Knowledge of TCP/IP, SIP signalling, and telecommunications architecture
Familiarity with databases, SQL concepts, or scripting fundamentals
Experience with AI, analytics, automation, or digital CX technologies
Analytical, inquisitive, serviceâoriented mindset with a collaborative approach
Experience working across complex customer environments and stakeholder groups
Whatâs in it for you?
Join an ever growing, market disrupting, global company where the teams â comprised of the best of the best â work in a fast-paced, collaborative, and creative environment. As the market leader, every day at NiCE is a chance to learn and grow, with endless internal career opportunities across multiple roles, disciplines, domains, and locations.
If you are passionate about customer success, innovation, and driving real business outcomes, you may just be our next NiCEr.
About NiCE
NICEâŻLtd. (NASDAQ: NICE)âŻsoftware products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,âŻfight financial crimeâŻand ensure public safety.âŻEvery day, NiCE software managesâŻmore thanâŻ120 million customer interactions and monitorsâŻ3+âŻbillion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Principal CSM manages enterprise customer relationships post-sale, drives platform adoption and ROI, and serves as the main point of contact for strategic account success.
At NiCE, we donât limit our challenges. We challenge our limits. Always. Weâre ambitious. Weâre game changers. And we play to win. We set the highest standards and execute beyond them. And if youâre like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, whatâs the role all about?
After key NiCE CX customers have purchased and are implementing our products, the Customer Success Management (CSM) team takes ownership of the ongoing customer relationship and value realisation, becoming the customerâs trusted advocate within NiCE CX.
The Customer Success Manager begins engaging with customers before they go live on the contact centre platform and works closely with them from that point forward to ensure adoption, measurable ROI, and long-term success.
Our CSMs are seasoned customer success and technically fluent professionals who are unified in exceeding customer expectations, driving adoption of AI powered capabilities, improving customer experience, and supporting company growth objectives. This role manages multiple customer accounts, many of which are enterprise, high touch, and high complexity customers.
The CSM partners with customers to help them succeed in their business using NiCE technology and services, expand and optimise usage, act as a customer advocate and reference, and build long-term, loyal partnerships. Assigned accounts may include customers with premium service packages where a high level of engagement, strategic guidance, and technical understanding is required.
Interaction with customers will be via phone, email, chat, video conferences with regular face-to-face engagement as necessary and appropriate. Travel to customer sites is expected to support customer visits, value reviews, and executive engagements.
The CSM works independently and in close collaboration with Sales, Technical Support, Professional Services, Product Management, Engineering, and other teams to ensure the highest levels of customer success, adoption, and satisfaction.
How will you make an impact
Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes
Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria
Drive adoption and value realisation, including AIâdriven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI
Build trustedadvisor relationships and deliver a customer experience aligned to stakeholder needs and expectations
Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA
Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers
Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends
Gain a deep understanding of each customerâs environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact
Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps
Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience
Support customers through goâlive and postâgoâlive phases, building confidence and momentum as they mature in their use of the platform
Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio
Travel up to 25â30% to support customer success activities
Have you got what it takes?
Bachelorâs Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience
6+ yearsâ experience in Customer Success, Technical Account Management, Service Delivery, or similar customerâfacing roles within SaaS, telecommunications, or contact centre environments
Strong ability to translate technical and AIâdriven capabilities into business value and outcomes
Excellent analytical, problemâsolving, and customer engagement skills
Proven experience managing multiple customer accounts simultaneously
Excellent communication skills, both verbal and written
Ability to work effectively in a fastâpaced, customerâcentric environment
Proficient in Microsoft Office applications
Able to work independently with minimal supervision
Strong working knowledge of contact centre platforms, functionality, and design
Experience balancing technical discussions while maintaining strong executiveâlevel business relationships
You will have an advantage if you also have:
Understanding of networking, VoIP, and contact centre infrastructure
Knowledge of TCP/IP, SIP signalling, and telecommunications architecture
Familiarity with databases, SQL concepts, or scripting fundamentals
Experience with AI, analytics, automation, or digital CX technologies
Analytical, inquisitive, serviceâoriented mindset with a collaborative approach
Experience working across complex customer environments and stakeholder groups
Whatâs in it for you?
Join an ever growing, market disrupting, global company where the teams â comprised of the best of the best â work in a fast-paced, collaborative, and creative environment. As the market leader, every day at NiCE is a chance to learn and grow, with endless internal career opportunities across multiple roles, disciplines, domains, and locations.
If you are passionate about customer success, innovation, and driving real business outcomes, you may just be our next NiCEr.
About NiCE
NICEâŻLtd. (NASDAQ: NICE)âŻsoftware products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,âŻfight financial crimeâŻand ensure public safety.âŻEvery day, NiCE software managesâŻmore thanâŻ120 million customer interactions and monitorsâŻ3+âŻbillion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Responds to user inquiries across email, chat, and social media, troubleshoots platform issues, and maintains support documentation for a gig worker community platform.
ABOUT NOGIGIDDY
NoGigiddy is a digital platform built for gig workers, side hustlers, and anyone building an income outside the traditional 9-to-5. We connect our community with real earning opportunities â remote jobs, surveys, gig platforms, and financial tools â all in one place, free to access, no gatekeeping. We built what we wish had existed, and we hire people who actually get it.
THE ROLE
When our users have questions, run into issues, or need a hand â youâre the person they count on. As a Customer Success Specialist at NoGigiddy, youâll support our community with fast, helpful, and genuine responses across email, chat, and social. No degree required â just strong communication, patience, and a real desire to help people succeed.
RESPONSIBILITIES
Respond to user inquiries via email, chat, and social media channels in a timely and professional manner
Troubleshoot issues related to offers, account access, and platform navigation
Escalate complex issues to the appropriate team with full context and documentation
Maintain detailed records of user interactions in our support CRM
Identify recurring issues and report patterns to the product team
Contribute to the help center by writing and updating FAQ articles
Deliver consistently high CSAT scores through genuine, solution-focused support
REQUIREMENTS
No degree required
Prior customer support experience preferred but not required â weâll train you
Clear, empathetic written and verbal communication
Patient and calm under pressure â you donât match the energy of an upset user
Organized and able to manage a high volume of tickets without letting things slip
Familiarity with support tools (Zendesk, Intercom, or similar) is a plus
BENEFITS
Hourly pay of $16â$22/hr
Fully remote
Paid training on all systems and product knowledge
Growth path into team lead or operations roles
Access to the full NoGigiddy earning opportunity network
Equal Opportunity Employer. NoGigiddy celebrates diversity and is committed to creating an inclusive environment for all team members.
Responds to user inquiries across email, chat, and social media, troubleshoots platform issues, and maintains support documentation for a gig worker community platform.
ABOUT NOGIGIDDY
NoGigiddy is a digital platform built for gig workers, side hustlers, and anyone building an income outside the traditional 9-to-5. We connect our community with real earning opportunities â remote jobs, surveys, gig platforms, and financial tools â all in one place, free to access, no gatekeeping. We built what we wish had existed, and we hire people who actually get it.
THE ROLE
When our users have questions, run into issues, or need a hand â youâre the person they count on. As a Customer Success Specialist at NoGigiddy, youâll support our community with fast, helpful, and genuine responses across email, chat, and social. No degree required â just strong communication, patience, and a real desire to help people succeed.
RESPONSIBILITIES
Respond to user inquiries via email, chat, and social media channels in a timely and professional manner
Troubleshoot issues related to offers, account access, and platform navigation
Escalate complex issues to the appropriate team with full context and documentation
Maintain detailed records of user interactions in our support CRM
Identify recurring issues and report patterns to the product team
Contribute to the help center by writing and updating FAQ articles
Deliver consistently high CSAT scores through genuine, solution-focused support
REQUIREMENTS
No degree required
Prior customer support experience preferred but not required â weâll train you
Clear, empathetic written and verbal communication
Patient and calm under pressure â you donât match the energy of an upset user
Organized and able to manage a high volume of tickets without letting things slip
Familiarity with support tools (Zendesk, Intercom, or similar) is a plus
BENEFITS
Hourly pay of $16â$22/hr
Fully remote
Paid training on all systems and product knowledge
Growth path into team lead or operations roles
Access to the full NoGigiddy earning opportunity network
Equal Opportunity Employer. NoGigiddy celebrates diversity and is committed to creating an inclusive environment for all team members.
Responds to user inquiries via email, chat, and social media, troubleshoots platform issues, and maintains support documentation to help community members succeed.
ABOUT NOGIGIDDY
NoGigiddy is a digital platform built for gig workers, side hustlers, and anyone building an income outside the traditional 9-to-5. We connect our community with real earning opportunities â remote jobs, surveys, gig platforms, and financial tools â all in one place, free to access, no gatekeeping. We built what we wish had existed, and we hire people who actually get it.
THE ROLE
When our users have questions, run into issues, or need a hand â youâre the person they count on. As a Customer Success Specialist at NoGigiddy, youâll support our community with fast, helpful, and genuine responses across email, chat, and social. No degree required â just strong communication, patience, and a real desire to help people succeed.
RESPONSIBILITIES
Respond to user inquiries via email, chat, and social media channels in a timely and professional manner
Troubleshoot issues related to offers, account access, and platform navigation
Escalate complex issues to the appropriate team with full context and documentation
Maintain detailed records of user interactions in our support CRM
Identify recurring issues and report patterns to the product team
Contribute to the help center by writing and updating FAQ articles
Deliver consistently high CSAT scores through genuine, solution-focused support
REQUIREMENTS
No degree required
Prior customer support experience preferred but not required â weâll train you
Clear, empathetic written and verbal communication
Patient and calm under pressure â you donât match the energy of an upset user
Organized and able to manage a high volume of tickets without letting things slip
Familiarity with support tools (Zendesk, Intercom, or similar) is a plus
BENEFITS
Hourly pay of $16â$22/hr
Fully remote
Paid training on all systems and product knowledge
Growth path into team lead or operations roles
Access to the full NoGigiddy earning opportunity network
Equal Opportunity Employer. NoGigiddy celebrates diversity and is committed to creating an inclusive environment for all team members.
Senior Technical Support Engineer who troubleshoots complex accounting platform issues, owns high-priority cases, and mentors team members across L1-L3 support levels.
As a Senior Technical Support Engineer, you will unblock customers when they face technical obstacles across FloQastâs Accounting Transformation Platform and suite of integrations. Customers around the globe rely on FloQast solutions for business-critical processes spanning Accounting, Audit, Compliance, Finance, IT, and more. Given the high-stakes roles that accuracy and deadlines play in these industries, we take pride in delivering timely and trustworthy technical resolutions. Youâll leverage deep product knowledge and a robust toolset to troubleshoot issues, perform hands-on technical engagements, and ensure customers realize the full value of FloQast.
Based in Sydney, this role is a foundational part of FloQastâs APAC go-to-market team, partnering closely with local Customer Success and Sales teams to deliver technical expertise to the region while also contributing to global Technical Support Engineering efforts.
Visa sponsorship is not available at this time.
Own support cases from customers/colleagues/partners, applying proper prioritization and delivering clear and effective solutions primarily via email and screen share.
Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions.
Perform backend configuration work, including data transformations, uploads, and migrations, to maintain functionality and meet customer requirements.
Handle a wide range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s), including ownership of the most technically demanding cases within the team.
Lead L3 case resolution end-to-end, coordinating with Engineering from initial triage through remediation; serves as the primary Support representative during P2 incidents and co-leads P0/P1 response alongside Support leadership.
Develop and maintain expertise in 4+ SME areas, with recognized depth that the broader team draws on.
Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.
Leverage technical tools like session replay, log analysis, developer tools, and API clients (e.g., Postman) to perform troubleshooting.
Participate in daily standups and internal Slack discussions to collaborate on active tickets and projects.
Mentor fellow TSEs through shadowing sessions, ticket reviews, and live ticket collaboration.
Partner with local colleagues (ASM, ATC, PIC, AM, etc) on regional customer implementations and post-launch initiatives, and contribute to internal APAC planning and reporting cadences.
Contribute to assigned special projects and initiatives, leveraging creative problem-solving skills to help the department achieve its goals.
Typically 7â10 years of experience in Technical Support, IT, or a related technical field.
High EQ with the ability to assess customer urgency and deliver accurate, timely, and empathetic support.
Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues.
Strong technical aptitude with the ability to quickly gain proficiency in complex products, including rapidly evolving features across an innovative platform.
Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, etc.
Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.
Comfort using AI-assisted tools in day-to-day support workflows, including case summarization, knowledge retrieval, and troubleshooting assistance.
Experience working in a B2B Fintech SaaS environment
Prior experience troubleshooting cloud-based platforms or enterprise applications, particularly ERPs or other accounting/finance tools.
Familiarity with regex, JSON, or basic scripting for log analysis, data troubleshooting, and API debugging.
Knowledge of authentication protocols (OAuth, SAML, SSO) and file transfer mechanisms (SFTP, REST APIs).
Hands-on experience with AI-powered support tools, automation strategies, or chatbot-driven ticket deflection.
Familiarity with session replay or log analysis tools for debugging customer issues.
Experience mentoring or training other team members while collaborating on tickets, projects, or escalations.
Degree in a relevant field such as Information Systems, Information Technology, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or a related discipline.
Multi-language support experience (e.g., bilingual English-Mandarin, English-German, etc).
#LI-BT1
#LI-Hybrid
About FloQast:
FloQast is the leading AI-powered Accounting Transformation Platform, uniquely built by former accountants for accountants. We automate complex, recurring accounting workflowsâtransforming preparers into strategic reviewers and relieving accountants from tedious manual work. Our cloud-based solution is trusted by over 3,500 world-class accounting teams, including Lululemon, Doordash, and the MLB, to drive collaboration and financial accuracy. Driven by a mission to continuously elevate the profession, FloQast is redefining both the practice and the perception of accounting on a global scale.
Our values act as a guiding compass, shaping every decision we make, and are non-negotiable, particularly in our hiring process. Alongside our employees, partners, and customers, we embody these values every day:
Unwaveringly Authentic
Ambitious with Integrity
Empowered to Grow
Committed to Collaboration
Customer Obsessed in All Ways
FloQast is regularly rated as a Best Place to Work!
- Inc. Magazineâs Best Workplaces in 2025, 2024, 2023, 2022, and 2021
- Best Places to Work by LA Business Journal since 2017 (thatâs 9 years!)
- Built Inâs ââBest Place to Work in Los Angeles 7 years in a row!
Because we are Customer Obsessed in All Ways, check out what our customers have to say about FloQast on G2 Crowd .
If this aligns closely with what you are looking for, hit âApplyâ and come join our growing team!
FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Customer Success Manager ensures client fulfillment needs are met, handles escalations, and collaborates with internal teams to optimize processes and service delivery.
ShipHero Fulfillment is now LVK Logistics!
At LVK, we are not just a fulfillment center; we are your dedicated partner, committed to enhancing your brandâs journey and delivering unparalleled results.
We are looking for a talented professional to join our team! This is a full-time remote position with a Monday to Friday schedule from 9 am to 5 pm EST. If you are based in Latin America and eager to be part of a dynamic and innovative team, we want to hear from you.
We are seeking a Customer Success Manager (CSM), who will ensure that our clientsâ fulfillment needs are met with efficiency and excellence. You will provide support, handle escalations, and work closely with internal teams to optimize processes and deliver exceptional service.
Responsibilities of the Position:
Position Qualifications:
EDUCATION: BA/BS degree in Business Administration, Information Technology or similar, is preferred.
EXPERIENCE:
SKILLS:
Our Core Values:
ShipHero/LVK would like to thank all applicants for their interest; however, only those selected for an interview will be contacted.
ShipHero/LVK is committed to a diverse and inclusive workplace. ShipHero/LVK is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age or any other characteristic protected by law. We are committed to providing employment accommodation in accordance with the law. If you require accommodations due to a disability at any stage of our hiring process, please notify our Human Resources Team.
Resolves complex technical support issues for B2B SaaS customers, troubleshoots bugs and integrations, and bridges communication between product and customer teams.
Influ2 brings your ABM to the contact-level. With Influ2, you can act on contact-level intent, reach specific buyers with ads, and make the revenue impact clear.
180+ enterprises and mid-market companies worldwide, including industry leaders such as Snowflake, Datadog, and Capgemini, love our technology. We hope you will love it too.
As a Technical Support Engineer, youâll be the go-to expert for resolving complex technical issues, ensuring seamless communication between our internal teams and customers. Youâll be responsible for handling customer requests, troubleshooting, and keeping everyone in the loop to deliver the best experience possible to our clients. If youâre passionate about tech, love getting into the weeds of troubleshooting, and want to make a difference, this role is for you!
*Heads-up: this role covers the afternoon/evening shift to keep our team operations running smoothly.
Bridge Communication: Act as a vital link between CSMs, Product/Development Teams, and Customers to address technically complex support issues.
Resolve Customer Issues: Effectively investigate, understand, and resolve complex customer issues, delivering timely updates and solutions.
Manage Tickets & Update Stakeholders: Own the lifecycle of tickets from opening to resolution, ensuring accurate tracking and clear communication with all stakeholders.
Troubleshoot & Diagnose: Dive deep into the product to identify root causes of technical glitches, bugs, or integration issues.
Report Issues: Proactively escalate widespread customer issues or product bugs to relevant engineering and product teams to minimize customer disruption.
Document Knowledge: Contribute to the internal knowledge base by creating documentation for the fastest resolution of similar tickets in the future.
At Influ2, we highly appreciate a wide range of experiences and backgrounds. So, even if your history doesnât perfectly match our list, we would still be delighted to receive your application and learn more about you!
Weâve raised a total of $15 million in our Series A round, maintaining a cash-positive business for the past 18 months while achieving 50% growth.
About Influ2
Weâre convinced that the diverse ideas and experiences every Influ2encer brings are the key to our success. To make sure our culture and products reflect this blend of viewpoints and backgrounds, thereâs no room for discrimination here. Our approach to hiring, training, promoting, and compensating individuals is grounded in merit and competence.
Weâre committed to offering equal employment opportunities to all qualified individuals, no matter their race, age, religion, where they come from, gender identity or expression, sexual orientation, marital status, physical or mental disability, military or veteran status, or any other characteristic protected by law. Everyone at Influ2 plays a part in keeping our workplace welcoming and free from discrimination and harassment.
Resolves complex technical support issues for B2B SaaS customers, troubleshoots product bugs, and bridges communication between engineering, product, and customer teams.
Influ2 brings your ABM to the contact-level. With Influ2, you can act on contact-level intent, reach specific buyers with ads, and make the revenue impact clear.
180+ enterprises and mid-market companies worldwide, including industry leaders such as Snowflake, Datadog, and Capgemini, love our technology. We hope you will love it too.
As a Technical Support Engineer, youâll be the go-to expert for resolving complex technical issues, ensuring seamless communication between our internal teams and customers. Youâll be responsible for handling customer requests, troubleshooting, and keeping everyone in the loop to deliver the best experience possible to our clients. If youâre passionate about tech, love getting into the weeds of troubleshooting, and want to make a difference, this role is for you!
*Heads-up: this role covers the afternoon/evening shift to keep our team operations running smoothly.
Bridge Communication: Act as a vital link between CSMs, Product/Development Teams, and Customers to address technically complex support issues.
Resolve Customer Issues: Effectively investigate, understand, and resolve complex customer issues, delivering timely updates and solutions.
Manage Tickets & Update Stakeholders: Own the lifecycle of tickets from opening to resolution, ensuring accurate tracking and clear communication with all stakeholders.
Troubleshoot & Diagnose: Dive deep into the product to identify root causes of technical glitches, bugs, or integration issues.
Report Issues: Proactively escalate widespread customer issues or product bugs to relevant engineering and product teams to minimize customer disruption.
Document Knowledge: Contribute to the internal knowledge base by creating documentation for the fastest resolution of similar tickets in the future.
At Influ2, we highly appreciate a wide range of experiences and backgrounds. So, even if your history doesnât perfectly match our list, we would still be delighted to receive your application and learn more about you!
Weâve raised a total of $15 million in our Series A round, maintaining a cash-positive business for the past 18 months while achieving 50% growth.
About Influ2
Weâre convinced that the diverse ideas and experiences every Influ2encer brings are the key to our success. To make sure our culture and products reflect this blend of viewpoints and backgrounds, thereâs no room for discrimination here. Our approach to hiring, training, promoting, and compensating individuals is grounded in merit and competence.
Weâre committed to offering equal employment opportunities to all qualified individuals, no matter their race, age, religion, where they come from, gender identity or expression, sexual orientation, marital status, physical or mental disability, military or veteran status, or any other characteristic protected by law. Everyone at Influ2 plays a part in keeping our workplace welcoming and free from discrimination and harassment.
Manages post-implementation customer relationships for enterprise clients, driving adoption and ROI while serving as a trusted advocate between customers and NiCE CX teams.
At NiCE, we donât limit our challenges. We challenge our limits. Always. Weâre ambitious. Weâre game changers. And we play to win. We set the highest standards and execute beyond them. And if youâre like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, whatâs the role all about?
After key NiCE CX customers have purchased and are implementing our products, the Customer Success Management (CSM) team takes ownership of the ongoing customer relationship and value realisation, becoming the customerâs trusted advocate within NiCE CX.
The Customer Success Manager begins engaging with customers before they go live on the contact centre platform and works closely with them from that point forward to ensure adoption, measurable ROI, and long-term success.
Our CSMs are seasoned customer success and technically fluent professionals who are unified in exceeding customer expectations, driving adoption of AI powered capabilities, improving customer experience, and supporting company growth objectives. This role manages multiple customer accounts, many of which are enterprise, high touch, and high complexity customers.
The CSM partners with customers to help them succeed in their business using NiCE technology and services, expand and optimise usage, act as a customer advocate and reference, and build long-term, loyal partnerships. Assigned accounts may include customers with premium service packages where a high level of engagement, strategic guidance, and technical understanding is required.
Interaction with customers will be via phone, email, chat, video conferences with regular face-to-face engagement as necessary and appropriate. Travel to customer sites is expected to support customer visits, value reviews, and executive engagements.
The CSM works independently and in close collaboration with Sales, Technical Support, Professional Services, Product Management, Engineering, and other teams to ensure the highest levels of customer success, adoption, and satisfaction.
How will you make an impact
Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes
Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria
Drive adoption and value realisation, including AIâdriven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI
Build trustedadvisor relationships and deliver a customer experience aligned to stakeholder needs and expectations
Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA
Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers
Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends
Gain a deep understanding of each customerâs environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact
Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps
Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience
Support customers through goâlive and postâgoâlive phases, building confidence and momentum as they mature in their use of the platform
Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio
Travel up to 25â30% to support customer success activities
Have you got what it takes?
Bachelorâs Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience
6+ yearsâ experience in Customer Success, Technical Account Management, Service Delivery, or similar customerâfacing roles within SaaS, telecommunications, or contact centre environments
Strong ability to translate technical and AIâdriven capabilities into business value and outcomes
Excellent analytical, problemâsolving, and customer engagement skills
Proven experience managing multiple customer accounts simultaneously
Excellent communication skills, both verbal and written
Ability to work effectively in a fastâpaced, customerâcentric environment
Proficient in Microsoft Office applications
Able to work independently with minimal supervision
Strong working knowledge of contact centre platforms, functionality, and design
Experience balancing technical discussions while maintaining strong executiveâlevel business relationships
You will have an advantage if you also have:
Understanding of networking, VoIP, and contact centre infrastructure
Knowledge of TCP/IP, SIP signalling, and telecommunications architecture
Familiarity with databases, SQL concepts, or scripting fundamentals
Experience with AI, analytics, automation, or digital CX technologies
Analytical, inquisitive, serviceâoriented mindset with a collaborative approach
Experience working across complex customer environments and stakeholder groups
Whatâs in it for you?
Join an ever growing, market disrupting, global company where the teams â comprised of the best of the best â work in a fast-paced, collaborative, and creative environment. As the market leader, every day at NiCE is a chance to learn and grow, with endless internal career opportunities across multiple roles, disciplines, domains, and locations.
If you are passionate about customer success, innovation, and driving real business outcomes, you may just be our next NiCEr.
About NiCE
NICEâŻLtd. (NASDAQ: NICE)âŻsoftware products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,âŻfight financial crimeâŻand ensure public safety.âŻEvery day, NiCE software managesâŻmore thanâŻ120 million customer interactions and monitorsâŻ3+âŻbillion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Principal CSM owns post-sale customer relationships, drives product adoption and ROI, and serves as the trusted advocate between enterprise clients and internal NiCE teams.
At NiCE, we donât limit our challenges. We challenge our limits. Always. Weâre ambitious. Weâre game changers. And we play to win. We set the highest standards and execute beyond them. And if youâre like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, whatâs the role all about?
After key NiCE CX customers have purchased and are implementing our products, the Customer Success Management (CSM) team takes ownership of the ongoing customer relationship and value realisation, becoming the customerâs trusted advocate within NiCE CX.
The Customer Success Manager begins engaging with customers before they go live on the contact centre platform and works closely with them from that point forward to ensure adoption, measurable ROI, and long-term success.
Our CSMs are seasoned customer success and technically fluent professionals who are unified in exceeding customer expectations, driving adoption of AI powered capabilities, improving customer experience, and supporting company growth objectives. This role manages multiple customer accounts, many of which are enterprise, high touch, and high complexity customers.
The CSM partners with customers to help them succeed in their business using NiCE technology and services, expand and optimise usage, act as a customer advocate and reference, and build long-term, loyal partnerships. Assigned accounts may include customers with premium service packages where a high level of engagement, strategic guidance, and technical understanding is required.
Interaction with customers will be via phone, email, chat, video conferences with regular face-to-face engagement as necessary and appropriate. Travel to customer sites is expected to support customer visits, value reviews, and executive engagements.
The CSM works independently and in close collaboration with Sales, Technical Support, Professional Services, Product Management, Engineering, and other teams to ensure the highest levels of customer success, adoption, and satisfaction.
How will you make an impact
Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes
Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria
Drive adoption and value realisation, including AIâdriven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI
Build trustedadvisor relationships and deliver a customer experience aligned to stakeholder needs and expectations
Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA
Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers
Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends
Gain a deep understanding of each customerâs environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact
Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps
Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience
Support customers through goâlive and postâgoâlive phases, building confidence and momentum as they mature in their use of the platform
Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio
Travel up to 25â30% to support customer success activities
Have you got what it takes?
Bachelorâs Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience
6+ yearsâ experience in Customer Success, Technical Account Management, Service Delivery, or similar customerâfacing roles within SaaS, telecommunications, or contact centre environments
Strong ability to translate technical and AIâdriven capabilities into business value and outcomes
Excellent analytical, problemâsolving, and customer engagement skills
Proven experience managing multiple customer accounts simultaneously
Excellent communication skills, both verbal and written
Ability to work effectively in a fastâpaced, customerâcentric environment
Proficient in Microsoft Office applications
Able to work independently with minimal supervision
Strong working knowledge of contact centre platforms, functionality, and design
Experience balancing technical discussions while maintaining strong executiveâlevel business relationships
You will have an advantage if you also have:
Understanding of networking, VoIP, and contact centre infrastructure
Knowledge of TCP/IP, SIP signalling, and telecommunications architecture
Familiarity with databases, SQL concepts, or scripting fundamentals
Experience with AI, analytics, automation, or digital CX technologies
Analytical, inquisitive, serviceâoriented mindset with a collaborative approach
Experience working across complex customer environments and stakeholder groups
Whatâs in it for you?
Join an ever growing, market disrupting, global company where the teams â comprised of the best of the best â work in a fast-paced, collaborative, and creative environment. As the market leader, every day at NiCE is a chance to learn and grow, with endless internal career opportunities across multiple roles, disciplines, domains, and locations.
If you are passionate about customer success, innovation, and driving real business outcomes, you may just be our next NiCEr.
About NiCE
NICEâŻLtd. (NASDAQ: NICE)âŻsoftware products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,âŻfight financial crimeâŻand ensure public safety.âŻEvery day, NiCE software managesâŻmore thanâŻ120 million customer interactions and monitorsâŻ3+âŻbillion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
Provides technical and consultative support to presales teams, helping qualify customer needs and support deal progression for a digital product engineering firm.
đđź Weâre Nagarro.
We are a digital product engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale â across all devices and digital mediums, and our people exist everywhere in the world (18,000+ experts across 33 countries, to be exact). Our work culture is dynamic and non-hierarchical. Weâre looking for great new colleagues. Thatâs where you come in!
Click here to access the application privacy notice
Senior Customer Success Manager builds logic-based questionnaires, helps customers launch medications, and triages software and order issues for telehealth platform clients.
Headquarters: new york, New York, United States
URL: http://bask.health
Bask is the best telehealth platform on the market. Our mission is to empower entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily, abstracting away the complexities of the industry into an easy-to-use platform. With hundreds of features to meet the unique needs of telehealth, we put all the tools in our customers' hands for success. We are a rapidly growing startup, and we work with care and intention to create a high-performance company with the following in mind:
A look into the day to day:
We're Looking For
A self-starter who is passionate about enhancing the customer experience; you take pride in demonstrating the value of the products and services to your customers. You think outside of the box, excel at creative problem-solving, and are comfortable taking on projects that you have potentially never done before! You are a people-person - empathetic, self-aware, low ego, and extremely positive - and are comfortable working in a small collaborative team where you'll wear many hats. You are passionate and proficient in written and spoken communications.
Customer Success at Bask Health is AI-first and customer-obsessed. Work starts in an LLM to clarify intent and context, moves into research and execution, is validated with real patients and partners, and is continuously refined as we learn. AI and self-serve research are default parts of the workflow, not side experiments.
We are looking for Customer Success people who take full ownership of their accounts, treat AI as a real collaborator, and care deeply about the patient and provider experience.
What You'll Do
Share AI-native workflows: Document prompts, processes, and workflows that work. Share them across the Customer Success team so we raise the bar together.
In this job, you will:
Requirements
To apply: https://weworkremotely.com/remote-jobs/bask-health-senior-customer-success-manager
Manages customer accounts by building workflows, helping customers launch products, and triaging software and order issues across a telehealth platform.
Headquarters: United States
URL: http://bask.health
Bask is the best telehealth platform on the market. Our mission is to empower entrepreneurs and businesses to launch a DTC telemedicine company quickly and easily, abstracting away the complexities of the industry into an easy-to-use platform. With hundreds of features to meet the unique needs of telehealth, we put all the tools in our customers hands for success. We are a rapidly growing startup, and we work with care and intention to create a high-performance company with the following in mind:
A look into the day to day:
We're Looking For
A self-starter who is passionate about enhancing the customer experience; you take pride in demonstrating the value of the products and services to your customers. You think outside of the box, excel at creative problem-solving, and are comfortable taking on projects that you have potentially never done before! You are a people-person - empathetic, self-aware, low ego, and extremely positive - and are comfortable working in a small collaborative team where you'll wear many hats. You are passionate and proficient in written and spoken communications.
Customer Success at Bask Health is AI-first and customer-obsessed. Work starts in an LLM to clarify intent and context, moves into research and execution, is validated with real patients and partners, and is continuously refined as we learn. AI and self-serve research are default parts of the workflow, not side experiments.
We are looking for Customer Success people who take full ownership of their accounts, treat AI as a real collaborator, and care deeply about the patient and provider experience.
What You'll Do
Share AI-native workflows: Document prompts, processes, and workflows that work. Share them across the Customer Success team so we raise the bar together.
In this job, you will:
Requirements
To apply: https://weworkremotely.com/remote-jobs/bask-health-customer-success-account-manager-1
