Director of Customer Success

Core 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

Strategic Account Leadership

• 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

Customer Health & Risk Management

• 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

Customer Advocacy & Executive Engagement

• 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 and testimonials
• Event participation and speaking opportunities

Cross-Functional Collaboration & Reporting

• 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
• Customer health and engagement activity

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
• Buils trust quickly with customers and internal teams

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 (nice-to-have)
• Familiarity with Salesforce, Gainsight, ChurnZero, and customer analytics tools (nice-to-have)
• Background in procurement or supply chain transformation (nice-to-have)
• Procurement certifications (CIPS, CPSM) (nice-to-have)
• Experience working with global delivery models (onshore/offshore) (nice-to-have)