Senior Customer Success Manager

Location: London, United Kingdom
Company: NICE Actimize

At NICE, we don’t just meet challenges—we redefine them. We’re driven by ambition, powered by innovation, and committed to making a meaningful impact. Our team of NICErs brings passion and excellence to everything they do. If you're ready to lead with purpose and elevate customer success to new heights, we want you on our team.

About the Role

As a Senior Customer Success Manager, you will play a strategic role in cultivating long-term customer relationships, driving adoption, and maximizing the value of NICE Actimize solutions. You’ll serve as a trusted advisor to our enterprise clients, ensuring they achieve their business goals while championing their voice within our organization. This role also leads the renewal strategy and contributes to growth through retention and expansion opportunities.

How will you make an impact

• Strategic Account Leadership: Own post-sales relationships for a portfolio of high-value clients, acting as the primary point of contact and advocate.
• Customer Engagement & Value Realization: Develop tailored success plans, lead governance frameworks, and conduct executive business reviews to align solution outcomes with customer objectives.
• Cross-Functional Collaboration: Partner with Sales, Product, Support, and Delivery teams to ensure seamless execution of client initiatives and proactive issue resolution.
• Renewal & Retention Strategy: Drive timely contract renewals, manage commercial discussions, and ensure continuity of service and long-term customer satisfaction.
• Insight & Intelligence: Maintain detailed account profiles and health metrics to inform strategic decisions and identify growth opportunities.
• Customer Advocacy: Facilitate reference requests, case studies, and feedback loops to amplify customer success stories and inform internal improvements.
• Operational Excellence: Lead responses to client assessments, RFPs, and due diligence inquiries with precision and professionalism.

What You Bring

• A solution-oriented mindset with a passion for customer success and continuous improvement.
• Exceptional communication and stakeholder management skills, with the ability to influence at all levels.
• Proven experience in building and nurturing strategic relationships across complex organizations.
• Minimum Bachelor’s degree in Business, Finance, Computer Science, or a related field.
• 5+ years of experience in customer success, account management, or software delivery—preferably in a SaaS or enterprise software environment.
• Familiarity with AML/Fraud domains and regulatory technology is a strong advantage.
• Experience in program/project management and a technical background is beneficial.
• Multilingual capabilities, especially in European languages, are a plus.

Why NICE Actimize?

Join a global leader in financial crime, risk, and compliance solutions. Be part of a team that’s shaping the future of financial integrity and customer success across the EMEA region.

What’s in it for you?

Learn more about the Benefits at NICE

Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

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 About NICE 

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion 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. 

Requisition ID: 10771
Reporting into:  Director, Customer Success Manager, Enterprise, Actimize

Role Type: Individual Contributor

So, what’s the role all about?

NICE Actimize is currently seeking a dynamic individual with high energy and drive to join our team as a Presales/Solutions Consultant - This is an incredible opportunity if you're someone who has experience within Financial Crime/Services and you'd like to embark upon a career in Presales. The role will require you to travel to customer sites as required & you'll spend time with the team in London once a week, but you don't need to live in London to be suitable for this role.

NICE Actimize, the industry's largest and broadest provider of financial crime, anti-money laundering, enterprise fraud and compliance solutions is the leader in Autonomous Financial Crime Management. NICE Actimize drives the Autonomous journey with ActOne for investigation and case management, as well as X-Sight, a cloud-based Financial Crime Risk Management Platform-as-a-Service. NICE Actimize AML solutions are acknowledged for technology leadership and expertise in AI, machine learning and intelligent automation.

How will you make an impact?

As a Presales engineer, you will;

• Provide key subject matter expertise within financial crime and compliance.
• Engage with NICE Actimize’s prospects and clients to understand technical and functional requirements, from both current and aspirational perspectives
• Position solutions for specific prospect requirements, and articulate how value and business benefits can be achieved
• Explain features and benefits of the NICE Actimize solutions in comparison to competitive products
• Deliver product presentations to technical and management personnel, and bring Actimize’s differentiation to life through the medium of a demo
• Develop relationships with prospects and customers
• Communicate with sales and product management regarding customer needs
• Lead Proof of Concept engagements, working with the client, sales, and technical presales
• Completing RFI/RFPs; identifying client requirements and ensuring proactive communications with customers to ensure customer satisfaction
• Participate in trade shows, seminars and other industry events.

Have you got what it takes?

• Experience in a client facing role within the financial services, financial software or enterprise software industries and/or a relevant degree and level of technical aptitude
• Ideally, an understanding of the financial crime landscape
• Excellent verbal, written, and interpersonal communication skills
• Proven ability to quickly and deeply learn new technologies and clearly communicate their value proposition
• A curious mind – You’ll need to solve problems to drive business success and revenue
• Consultative and confident, with an ability to thrive in a fast paced, dynamic environment
• Experience in gathering requirements, documenting business needs and presenting solutions to a senior audience
• Must be willing to travel to customer sites 40%+

What’s in it for you?

Here's what you'll gain by joining the team 

• Detailed knowledge of fraud, financial crimes and compliance industry
• Full training & enablement on our Actimize financial crime products.
• Good insight into business value and business case driven solutions
• Confidence in AI (NLP, Analytics & Decisioning, Automation, Machine Learning, etc)
• Good understanding of statistical data modelling concepts
• Experience in enterprise-wide case management

About NICE Actimize

NICE Actimize is comprised of talented, creative and dedicated individuals with a passion for delivering innovative solutions to the market. At NICE Actimize, we recognize that all employee’s contributions are integral to our company’s growth and success. To find and acquire the best and brightest talent around the globe, we offer a challenging work environment, competitive packages and rewarding career opportunities. Come share, grow, and learn with us – you’ll be challenged, you’ll have fun and you’ll be part of a fast growing, highly respected organization. 

Requisition ID:
Reporting into: Director, Portfolio Presales, Actimize
Role Type: Individual Contributor 

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