Customer Success Director

With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.

Who we are:  Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination

Join Icertis, the leading provider of contract intelligence solutions, as our Customer Success Director (CSD). In this key role, you will Partner with our top customers to ensure their successful adoption of Icertis solutions and achieve their business outcomes.  As a player/coach, you will drive customer success, while developing processes, tools, and talent to meet both our customers' and Icertis' objectives. You will proactively define success metrics, identify value opportunities, and foster executive alignment to ensure maximum value realization and customer satisfaction. #LI-BP1

What you will do

• Cultivate outcome focused programs which deliver mutually beneficial results to ensure platform adoption, contract renewals, and revenue growth.
• Build and maintain strong relationships with senior business sponsors to align with and deliver upon business goals.
• Develop and measure success goals, address any roadblocks, and ensure effective adoption of the platform.
• Create action plans to mitigate churn risk, respond to NPS feedback, and increase customer reference-ability globally.
• Introduce new platform features and demonstrate their value to encourage customer adoption and enhance platform effectiveness.
• Hire, mentor, and inspire team members to achieve their performance and career goals.
• Leverage your knowledge of contract lifecycle management to guide and develop the skills of the Customer Success team.
• Develop tools and processes to accelerate customer adoption and quantify the value of the Icertis platform.
• Contribute to the continuous improvement of the Customer Success team by sharing best practices and success stories.
• Work with Icertis leadership to deliver exceptional customer success.
• Proactively identify, forecast, and reduce revenue churn.
• Spot and act on expansion and cross-sell opportunities within existing customers.
• Demonstrate your expertise at customer and partner events.

What you will bring

• 8+ years in customer-facing roles in technology, procurement, contracting, legal, commercial, and/or consulting leadership.
• Flexibility and commitment to support customer needs and business objectives.
• Proven experience in managing and growing strategic accounts and executive relationships.
• Skilled at managing multiple priorities and complex customer relationships.
• Ability to quickly build trust-based relationships at all levels with customers.
• Passion for developing and leading talent in a collaborative team environment.
• Experience aligning customer business problems with our solutions and understanding the platform landscape.
• Bachelor’s Degree required; MBA is a plus.
• Ability to travel up to 60%.