Director - Customer Success (HOUSTON BASED)

About the role

Are You One of Us? Director of Customer Success - HOUSTON BASED As Director of Customer Success at GEP, you'll be a strategic partner for our most important enterprise clients, ensuring they realize measurable, lasting value from their investment in GEP's AI-powered SaaS platform. You'll own a portfolio of GEP's largest accounts, set the strategic playbook for adoption, retention, and growth, and represent the voice of the customer. This role sits at the intersection of technology, business strategy, and executive relationship management. You'll bring deep expertise and executive credibility directly to bear on the accounts and relationships that matter most, while partnering closely with Sales, Product, Services, and Support, and mentoring CSMs informally as a senior voice in the function.

Responsibilities

• Strategic Client Partnership - Serve as a strategic advisor and primary point of contact for a portfolio of GEP's largest enterprise clients, building deep relationships across business, IT, and executive stakeholders. Understand each client's strategic goals and challenges at a deep level and proactively shape how GEP's capabilities map to their evolving needs. Champion client outcomes internally, advocate for your clients across product, support, and services teams, and remove roadblocks that stand in the way of their success.
• Executive Relationships & Escalations - Own and nurture executive-level relationships with your accounts, serving as a trusted advisor and escalation point for C-suite and senior business stakeholders. Lead high-stakes conversations - executive business reviews, renewal discussions, and complex escalations - with composure, credibility, and command of the room. Step in on the most sensitive or high-risk situations across the broader client portfolio, bringing seasoned judgment to de-escalate and drive resolution.
• Retention & Growth - Own the health of your accounts, proactively identify risks and develop action plans to drive retention and renewal. Identify and pursue expansion opportunities in partnership with the sales team, applying strong commercial instincts to surface and shape growth conversations. Track and communicate ROI and success metrics that matter most to your clients and to GEP's business.
• Adoption & Value Realization - Drive product adoption and engagement, helping clients embed GEP solutions deeply into their day-to-day procurement and supply chain operations. Lead best-practice guidance and optimization reviews to ensure clients extract maximum value from the platform. Guide clients toward self-sufficiency with GEP's tools, methodologies, and resources over time.
• Strategic Influence & Mentorship - Act as a voice of the customer to Product, shaping the roadmap with insights and patterns surfaced from your accounts and the broader portfolio. Serve as an informal mentor and best-practice resource for Customer Success Managers, sharing playbooks and coaching through complex account situations. Partner with Marketing and Sales on client advocacy - references, case studies, and participation in GEP's global and regional user community. Represent Customer Success in cross-functional planning, bringing a strategic, portfolio-level perspective to company priorities.

Requirements

• Significant experience in Customer Success, Account Management, or a related client-facing role within a B2B SaaS environment, with a track record of owning large, complex enterprise accounts — we value depth of impact over years on a resume.