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. The ideal candidate brings deep domain expertise in Source-to-Pay (S2P) and ERP processes and can confidently engage senior stakeholders including CFOs, VPs of Supply Chain, and Chief Procurement Officers.

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.
• 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.
• Align Zycus capabilities to customer business goals and KPIs to ensure measurable value realization.
• Advocate internally to ensure alignment across Product, Services, and Support.
• Monitor customer health signals and take decisive action to remediate adoption gaps, stakeholder misalignment, or satisfaction risks before renewal impact.
• Drive product utilization and adoption aligned to agreed success outcomes.
• Own escalation management and executive communications for at-risk accounts.
• Build and sustain executive relationships that directly influence renewal decisions, expansion advocacy, and long-term partnership commitments.
• Develop and manage customer advocacy programs including references, case studies, testimonials, and event participation/speaking opportunities.
• Collaborate closely with Sales, Product, and Services to deliver a seamless enterprise customer experience.
• Maintain a rigorous reporting cadence including renewal forecasts, CSQL pipeline generation, advocacy progress, and customer health/engagement activity.
• Provide clear, actionable updates to leadership and cross-functional stakeholders.

Success Metrics (KPIs)

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Number and quality of CSQLs generated
• Advocacy participation (references, case studies, events)
• Engagement activity (QBRs, Success Plans, executive meetings)
• Customer Health Score
• Product adoption and utilization metrics

Core Competencies

• Renewal execution and retention strategy
• Enterprise expansion identification and enablement
• Source-to-Pay (S2P) and ERP process expertise
• Executive stakeholder influence and negotiation
• Customer advocacy program execution
• Value realization and outcome alignment
• Data-driven account management and health monitoring

Account Leadership Characteristics

• Action-oriented and accountable—owns outcomes, not just activity
• Customer-obsessed but commercially minded
• Data-driven decision maker
• Calm under pressure; thrives in ambiguity
• Builds trust quickly with customers and internal teams

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

Nice-to-Have

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

Benefits

• Recognized Market Leader: Zycus is consistently recognized by leading analyst firms such as Gartner, Forrester, and IDC for its Source-to-Pay innovation, AI-driven capabilities, and enterprise impact—giving you strong market credibility in every executive conversation.
• Direct Revenue Impact: Own renewals, retention, and expansion outcomes for large enterprise accounts, with clear accountability for GRR, NRR, and customer lifetime value.
• Strategic Enterprise Exposure: Partner with C-suite procurement, finance, and supply chain leaders at global enterprises to drive measurable business outcomes—not just product adoption.
• Influence Product & Strategy: Work closely with Product and Leadership teams to shape roadmap priorities, value messaging, and customer advocacy based on real-world enterprise insights.
• Career-Defining Role: Operate at the intersection of customer value, revenue growth, and market leadership, with visibility and impact across the organization.
• Competitive & Performance-Linked Rewards: Competitive compensation with a meaningful variable component tied directly to retention and expansion success.