Director of Customer Success

About This Role

This Director of Customer Success role is a strategic account execution position focused on maximizing customer lifetime value for large enterprise customers in North America. The role drives renewals, net revenue growth through expansion, and builds executive relationships to ensure long-term retention and partnership.

Responsibilities

• Own and execute renewal motions to deliver Gross Revenue Retention (GRR) targets
• Drive Net Revenue Retention (NRR) by identifying, qualifying, and advancing Customer Success Qualified Leads (CSQLs)
• Partner with Sales and Expansion teams to progress and close expansion opportunities
• Maintain a predictable renewal forecast with documented risks and mitigation plans
• Build and execute strategic engagement plans as a trusted advisor to executive stakeholders
• Operate accounts on a disciplined cadence including success planning, QBRs, renewal preparation, and executive check-ins
• Lead QBRs, Success Plans, Value Plans, Roadmaps, and Executive Alignment Meetings
• Monitor customer health signals and take decisive action to remediate adoption gaps or satisfaction risks
• Drive product utilization and adoption aligned to agreed success outcomes
• Build and sustain executive relationships that influence renewal decisions and expansion advocacy

Requirements

• 8-12+ years of experience in Customer Success, Account Management, or Procurement Transformation roles
• Proven success executing renewals and expansion enablement in enterprise SaaS environments
• Strong understanding of Source-to-Pay (S2P) and ERP processes
• Executive presence with VP- and C-level stakeholders
• Experience with Zycus, Coupa, GEP, SAP Ariba, Ivalua, Oracle, or similar procurement platforms
• Familiarity with Salesforce, Gainsight, ChurnZero, and customer analytics tools
• Background in procurement or supply chain transformation

Qualifications

• 8-12+ years of experience in Customer Success, Account Management, or Procurement Transformation roles

Nice to Have

• Procurement certifications (CIPS, CPSM)
• Experience working with global delivery models (onshore/offshore)

Skills

* Required skills