Director, Customer Success Management
September 30
Description
• Cultivate outcome focused programs to ensure platform adoption, contract renewals, and revenue growth. • Build and maintain strong relationships with senior business sponsors to align with business goals. • Develop and measure success goals, address roadblocks, and ensure effective platform adoption. • Create action plans to mitigate churn risk, respond to NPS feedback, and increase customer reference-ability. • Introduce new platform features and demonstrate their value to encourage customer adoption. • Hire, mentor, and inspire team members to achieve their performance and career goals. • Leverage knowledge of contract lifecycle management to guide and develop Customer Success skills. • Develop tools and processes to accelerate customer adoption and quantify the value of the Icertis platform. • Contribute to continuous improvement by sharing best practices and success stories. • Work with Icertis leadership to deliver exceptional customer success. • Proactively identify, forecast, and reduce revenue churn. • Spot and act on expansion and cross-sell opportunities within existing customers.
Requirements
• 8+ years in customer-facing roles in technology, procurement, contracting, legal, commercial, and/or consulting leadership. • Flexibility and commitment to support customer needs and business objectives. • Proven experience in managing and growing strategic accounts and executive relationships. • Skilled at managing multiple priorities and complex customer relationships. • Ability to quickly build trust-based relationships at all levels with customers. • Passion for developing and leading talent in a collaborative team environment. • Experience aligning customer business problems with our solutions and understanding the platform landscape. • Bachelor’s Degree required; MBA is a plus. • Ability to travel up to 60%.
Benefits
• Robust medical (physical & mental vision and dental benefits • Employee assistance program (EAP) • Equity (RSUs) and shared ownership in the company • Generous 401K match • Flexible work environment • Paid maternity and paternity leave • Generous holiday and PTO program • CaaS (coaching as a service) • Annual personal development allowance • 7 Days for Humanity – 7 paid volunteer days annually • Global and regional DEIB steering committees, employee resource groups (ERGs) • Global DEIB training programs and guest speakers throughout the year
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