We are seeking a Director of Customer Success to manage key customer relationships, ensure retention, and drive growth through cross-sell and upsell opportunities. The Director of Customer Success will be responsible for managing a portfolio of key accounts in North America, focusing on customer retention, cross-sell, upsell, and renewals. This individual will work closely with the Sales, Marketing, and Product teams to ensure that customers are fully utilizing and benefiting from our SAAS solutions while identifying opportunities for further growth. Experience in the Procurement Software or S2P software industry, particularly within large consulting companies, will be a strong advantage.
Key Responsibilities: Manage and maintain strong relationships with key accounts, ensuring a high level of customer satisfaction and retention. Drive cross-sell and upsell initiatives to expand the use of our products within existing customer accounts. Proactively manage customer renewals, ensuring high renewal rates and identifying potential at-risk accounts. Collaborate with Sales and Marketing teams to develop strategies for identifying and capitalizing on cross-sell opportunities. Monitor customer health and usage metrics to anticipate potential issues and opportunities for engagement. Act as a trusted advisor to customers, providing insights and recommendations to help them maximize the value of our products. Partner with the Product and Engineering teams to communicate customer feedback and influence future product developments. Lead quarterly business reviews (QBRs) with key clients, presenting metrics, insights, and future roadmaps to drive continued success.