Director - Customer Success

About the Role

This strategic account management role is responsible for maximizing customer lifetime value across a portfolio of large enterprise customers in North America. The role executes renewal motions, drives net revenue growth through qualified expansion enablement, and builds executive relationships that directly influence retention, growth, and long-term partnership.

Responsibilities

• Own and execute renewal motions to deliver Gross Revenue Retention (GRR) targets across assigned accounts
• Drive Net Revenue Retention (NRR) by proactively identifying, qualifying, and advancing Customer Success Qualified Leads (CSQLs) through value articulation and executive alignment
• Partner with Sales and Expansion teams to progress and close expansion opportunities
• Maintain a predictable renewal forecast with documented risks, mitigation plans, and stakeholder alignment
• Take decisive action to protect revenue in the face of adoption, satisfaction, or competitive risks
• Build and execute strategic engagement plans as a trusted advisor to executive stakeholders
• Lead QBRs, Success Plans, Value Plans, Roadmaps, and Executive Alignment Meetings
• Monitor customer health signals and remediate adoption gaps, stakeholder misalignment, or satisfaction risks
• Drive product utilization and adoption aligned to agreed success outcomes
• Build and sustain executive relationships to influence renewal decisions, expansion advocacy, and long-term partnership commitments
• Develop and manage customer advocacy programs, including references, case studies, and event participation
• Collaborate with Sales, Product, and Services teams to deliver a seamless enterprise customer experience
• Maintain reporting on renewal forecasts, CSQL pipeline, advocacy progress, and customer health

Qualifications

• 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 SAP Ariba, Coupa, Oracle, or similar platforms
• Familiarity with Salesforce, Gainsight, ChurnZero, and customer analytics tools
• Background in procurement or supply chain transformation

Skills

• Renewal execution and retention strategy
• Enterprise expansion identification and enablement
• Executive stakeholder influence and negotiation
• Customer advocacy program execution
• Value realization and outcome alignment
• Data-driven account management and health monitoring

Why Join Zycus

• Recognized Market Leader: Consistently acknowledged by Gartner, Forrester, and IDC for Source-to-Pay innovation and enterprise impact
• Direct Revenue Impact: Own renewals, retention, and expansion outcomes for large enterprise accounts
• Strategic Enterprise Exposure: Partner with C-suite leaders to drive measurable business outcomes
• Influence Product & Strategy: Shape roadmap priorities and value messaging based on enterprise insights
• Career-Defining Role: Operate at the intersection of customer value, revenue growth, and market leadership
• Competitive & Performance-Linked Rewards: Compensation tied directly to retention and expansion success

Nice-to-Have: Procurement certifications (CIPS, CPSM) and experience with global delivery models.