Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries. 

Check out our team Life at Nuance!

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

As a Sr. Manager Customer Success, you will lead a team focused on the success of our customers and people, through the adoption and expansion of Nuance Enterprise solutions, while guiding customers and our people through their Nuance journey. You will work across the geographically dispersed Nuance ecosystem to ensure that our customers achieve their goals and can build best in class experiences for their customers. You will deeply understand the customer’s business objectives and strategic objectives and be the voice of the customer across the Nuance team

The Sr. Manager Customer Success will be responsible for leading and developing a team of 5 - 8 customer success professionals globally. This role will partner with the Director of Customer Success and cross-functional leaders to execute strategies that drive the success of our customers, and increasing adoption, identification, and positioning of expansion opportunities, building loyalty, and minimizing churn.

Roles and Responsibility

• Strategic Customer Engagement: Accountable for leading CS team to build and maintain relationships across customer decision makers and influencers, including at C-Suite level.
• Help drive expansion of our Nuance reference and advocacy program through customer participation in case studies, references, speaking engagements, customer-to-customer networking and other activities that demonstrate loyalty and passion for Nuance
• Customer Success:
  • Oversee implementation of Success Plan methodology across all accounts, setting target outcome achievement for existing solutions for accounts and CSMs in your reporting structure.
  • Ownership of revenue retention and revenue growth of account portfolio. Partner with account team to create account plans by customer to expand solution portfolio, improve performance and meet long-term customer priorities.
  • Drive strong customer engagement with assigned customer base through consultative outreach and partnership to directly drive strong customer outcomes across all Enterprise solutions.
  • Proactively work with team to share knowledge and customer success across the Nuance ecosystem.
  • Accountable for adoption, utilization, and optimization of all solutions from across customer lifecycle to drive expansion and account growth on assigned customer base.
  • NPS – Collaborate with Nuance ecosystem and customers to improve the customer experience resulting in higher NPS and building customer loyalty. Own the closed loop process for your team. Voice of the Customer: product roadmap input based on client feedback and experience metrics.
• Talent Development
  • Recruit, mentor, groom and inspire a diverse world class CSM team.
  • Identify training requirements to ensure all team members become certified in customer success methodologies and maintain appropriate knowledge of Nuance solutions and Enterprise outcomes.
  • Evolve team into trusted advisors for customers, utilizing deep domain expertise and understanding of customers’ objectives.
  • Cultivates a culture of inclusion, passion for customers, support of our people, engagement and is an example of the Nuance purpose and values
• Operational Efficiency:
  • Oversee customer lifecycle touchpoints such as the Executive Sponsor program, QBRs, EBRs, NPS and other listening posts.
  • Drive accountability with team for executive-to-executive engagement model and tight partnership with all account team stakeholders.
  • Manage operational expectations including meetings, NPS, Solution performance, renewal activities utilizing Gainsight, SFDC and other Nuance CRM solutions.
  • Responsible for team metrics: NPS, adoption, ARR, expansion, Vibe survey, forecasting, team expense (e.g., salary, T&E)
  • Utilize heatmaps, Gainsight, dashboards and other tools to analyze customer base, make recommendations and drive behaviors and outcomes
  • Monitor Customer Performance and Solution Index and leverage to drive engagement plan for Key Accounts: regular, proactive outreach through pulse checks; success plan review with ROI analytics.

Knowledge, skills, and qualifications

• Education: Bachelor’s Degree or equivalent experience required: MBA or advanced degree preferred
• Minimum years of work experience: 6+ years at Manager + level; preferably in Customer Success role, or Enterprise leadership; Minimum 12+ years’ experience overseeing customer success or client management teams and organizations, preferably with strong exposure to SaaS. 5+ years in enterprise sales teams or sales roles.

Required skills:

• Strong Customer Success operations experience, including Success Plan methodologies and Customer Engagement tools and strategies
• Experience selling/driving Digital Transformation, Art, Live Chat, Virtual Chat, Chatbots, and other digital engagement technologies and markets.  
• Experience selling and driving adoption of Voice & Security and Biometrics solutions
• Excellent analytical skills, including outcomes and ROI management
• Understanding of Enterprise organizational design and dynamics
• Impactful leadership skills, including the ability to set clear team strategy, drive urgency and results, and motivate and coach
• Ability to build executive relationships and navigate political complexities
• Record of successful, executive level influence, and exceptional communication and C-Suite presence.
• Communication: Compelling verbal and written skills; Influence key outcomes through ability to present complex information to multiple leadership level with a clear, concise call-to-action.
• Continuous Process Improvement: Ability to work across various teams to collaborate on solutions that are mutually beneficial and drive a best-in-class customer experience.
• Accountability: Fully accountable and helps drives an internal culture of accountability.
• Talent development and management: Proven success in building high-performing diverse teams and developing team members; Experience managing teams across distributed geographical locations.
• Collaboration: Ability to inspire, collaborate with, influence, across large, distributed teams with diverse skills.
• Experience using Gainsight or other CRM tools to help manage business.
• Travel up to 40% of the time (post pandemic).

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy.  If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.