Principal Customer Success Manager

Location US-MA-Burlington
Job ID
Sales - All Openings
Pos. Type
Full Time

Company Overview

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. 


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.

Job Summary


We are seeking an innovative Customer Success Professional. In this role, as a part of the Enterprise Customer Success team you will work with Nuance Top Tier Enterprise customers to ensure that they are successful and delighted by Nuance’s Enterprise solutions. It is your responsibility to monitor key metrics to ensure that Nuance solutions are meeting customer specific business needs and expectations from the initial stages through the full customer lifecycle while maintaining high customer satisfaction and ensuring revenue achievement for your assigned accounts. You will work with your accounts to continually drive adoption, as well as act as the voice of your customers internally at Nuance. Creative, energetic and self-driven, you understand the customer and their use cases and know how to be a trusted advisor and partner, so companies stay and grow with Nuance. You can manage numerous customers at various stages of the customer lifecycle with ease. You also love understanding our omni-channel solutions and then working with customers on adopting and identifying new sales opportunities

This position is instrumental for the future success of Nuance Enterprise division and is supported by a variety of resources including:


Executive leadership

  • Pre-sale and post-sale technical support
  • An award-winning array of solution capabilities
  • Outstanding Delivery and Product Management resources
  • Industry and subject matter experts
  • Understand customer experience journeys and help customers maximize their business objectives and value through Nuance services
  • Manage existing customer sales activities for Nuance Enterprise customers through strong relationship-building, product knowledge, planning, and execution
  • Own the responsibility for monitoring and reporting on the customers’ satisfaction with Nuance solutions and services
  • Maintain a strong understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs
  • Drive adoption of Nuance services to meet customers’ business needs
  • Develop and maintain long-term relationships with stakeholders in your account portfolio
  • Identify risks to the customer achieving their stated business goals and work to resolve
  • Partner with our Sales, Professional Services, Product Management and Operations teams to ensure customer success with Nuance
  • Deliver customers successfully into the contract renewal process
  • Monitor performance and identify trends in Nuance adoption and utilization and develop account strategies to meet revenue expectations
  • Provide Account Team leadership on channel (multi-channel) account strategy
    Account and Revenue Management - Nurture, and protect relationships with existing clients and act as a client specialist to drive account and revenue growth by:
  • Primary owner of day-to-day customer relationship
  • Meet annual revenue quota for assigned accounts
  • Partner with Account Executive (AE) to develop strategic account plans and execute tactical actions to support account growth
  • Identify additional application opportunities resulting in revenue growth
  • Drive adoption and growth of Enterprise products by partnering with our sales and professional services team
  • Assist Account Executive (AE) in renewals
  • Drive renewals for some accounts
  • Monitor, report and manage the financial health of the client
  • Contract oversight and governance (ROI, KPI, SLA)
  • Facilitate internal executive business reviews

Performance Management 

  • Develop a trusted advisor relationship with customer executive sponsors and establish and oversee customer adoption and engagement of existing products and applications
  • Manage existing customer activity for Nuance’s Enterprise customers through strong relationship-building, product knowledge, planning and execution
  • Provide knowledge transfer to customers on best practices to deliver measurable ROI
  • Monitor and report on business objective achievements and performance KPIs
  • Continually working with customer on strategy and improvements

Provide thought leadership within account and partner with Account Executive to grow additional and new revenue streams within the account

Customer Advocacy/Customer Satisfaction 

  • Customer Advocacy Program/ CSAT Program Management – a true ‘voice of the customer’ iterative feedback process whereby our customers measure our performance against key business and operational objectives. Our desire is to measure and improve the customer experience, and their customer’s experience with Nuance solutions
  • Lead and support the Executive Business Reviews (EBR/QBR) program presentations, business metrics reporting, monitor process, and lead performance analytics as needed
  • Work closely with Nuance Sales, PS Technical & Network Services teams to jointly manage customer interactions/escalations




Education: BA/BS preferred or equivalent work experience

Number of Years of Work Experience: 12

Required Skills:

  • Professional experience preferably in a SaaS customer success or sales account management role
  • Digital, Outbound, IVR and call center experience
  • Knowledge of Web technologies, SaaS, Digital chat
  • Experience in handling escalations conversations with both corp and local contacts
  • Previously managed a client accounts with high revenue impact
  • Past experience managing complex cross-departments projects
  • Enterprise sales experience working with VP and C-Level Executives
  • Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation, and revenue growth
  • Track record of being a solution-oriented individual who has successfully developed and managed large enterprise customers
  • Enjoys working closely with customers to ensure complete satisfaction



Preferred Skills:

  • Excellent oral and written communication skills, including the ability to make a executive presentations and communicate technical ideas to non-technical audiences
  • Experience in a customer facing role in a high-tech environment
  • Willingness to travel 40% of the time to be onsite with customers
  • Someone who thrives in a team environment and knows how to effectively leverage resources in a matrix management environment to drive business

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.

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