- Company Name
- Apryse
- Job Title
- Director of Customer Success, Strategic Accounts
- Job Description
-
**Job title:** Director of Customer Success, Strategic Accounts
**Role Summary:**
Strategic leader responsible for driving satisfaction, retention, and expansion of high‑value enterprise accounts. Guides a global team of Customer Success Managers, sets operational strategy, builds executive relationships, and collaborates cross‑functionally to deliver measurable ROI and customer advocacy.
**Expectations:**
- Own end‑to‑end lifecycle for strategic accounts and act as the primary escalation point for complex issues.
- Demonstrate proven ability to manage multi‑million‑dollar B2B SaaS relationships and mentor international teams.
- Deliver data‑driven success plans, KPI tracking, and continuous improvement initiatives.
**Key Responsibilities:**
1. **Strategic Planning & Execution** – develop and implement the operational strategy for Strategic Customer Success; identify automation, process, and technology improvements.
2. **Account Leadership** – manage portfolio of high‑value accounts, oversee risk mitigation, and ensure alignment with client business goals.
3. **Escalation Management** – serve as escalation point; coordinate with Support, Product, Engineering, and Legal for rapid resolution.
4. **Team Management** – lead, mentor, and scale an international CSM team; drive performance and professional growth.
5. **Executive Engagement** – act as trusted advisor to C‑level stakeholders; conduct QBRs/MBRs.
6. **Retention & Growth** – monitor account health, prevent churn, identify expansion opportunities, and partner with Sales/Product.
7. **Value Realization** – ensure clients achieve maximum ROI; develop success plans and track KPIs.
8. **Operational Excellence** – design and optimize processes, playbooks, customer journey frameworks, and operational cadences.
9. **Voice of Customer** – advocate internally, collaborate with Product, Support, Marketing, and Sales to improve user experience and inform product direction.
**Required Skills:**
- Executive presence, strong communication, negotiation, and presentation skills.
- Deep understanding of customer success metrics, health scoring, and lifecycle management.
- Proven ability to collaborate across matrixed, fast‑paced environments.
- Strategic thinking, analytical, and problem‑solving capabilities.
- Experience with SaaS enterprise accounts and cross‑functional issue resolution.
**Required Education & Certifications:**
- Bachelor’s degree (Business Administration, Analytics, Data Science, Operations Management, or related field).
- 8‑10 years in Customer Success, Account Management, or related SaaS roles.
- 3+ years in leadership managing strategic account teams.
- Demonstrated success managing multi‑million‑dollar B2B software relationships.