Job details

Senior Director, Customer Success

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

The Senior Director, Customer Success Management, is a key member for the Icertis Leadership Team reporting to the Vice President of Customer Success. This role is responsible for leading an exceptional team of customer success professionals to engage with our top customers to ensure they meet their Icertis adoption goals and business outcomes. The Senior Director will partner across Icertis to drive value realization, adoption, retention, expansion, NPS, and reference-ability.

The responsibilities of the role are to ensure that Icertis meets our revenue, churn, NPS, and reference-ability goals through driving highly engaged, knowledgeable, and successful customers.

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What you will do:

Hire, develop, mentor, inspire, and lead talent to meet their performance plans and their career objectives
Lead and manage a team of customer success professionals to retain and grow Icertis’ revenue
Actively monitor key customer success and adoption metrics (e.g. NPS, usage, adoption) to prioritize engagement and identify interventions
Drive high customer engagement that result in platform adoption, contract renewals, and revenue expansion
Accurately manage, forecast, and remediate account churn and risk
Expand relationships with senior business sponsors to understand and execute against business goals
Maximize customer’s adoption, develop, and measure success goals and address program roadblocks if presented
Ensure actioning of plans to remediate churn risk, NPS feedback, and to increase reference-ability across the customer base
Introduce new (and unused) platform innovations and articulate value to motivate customers to deploy and adopt to maximize platform effectiveness, stickiness, and value realization
Be a subject matter expert with broad and deep knowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources
Develop tools and processes to accelerate customers adoption of and quantify value received from the Icertis platform
Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with your colleagues across the globe
Work cross functionally with Icertis leadership teams to deliver customer success
Drive the positive evolution of our product by sharing insights of our customers' needs, wants, and desires for our product, alongside the context of their business, personas, and culture
Demonstrate functional and platform expertise at customer and partner events

What you will bring:

10+ years of customer facing experience, through a combination of technology, commercial and / or consulting leadership
Flexibility around customer engagements and doing what is required to support the business
Demonstrated experience managing a large team with a diverse customer portfolio
Ability to drive multiple priorities and handle complex customer relationships through partnering and ensuring accountability
Ability to quickly establish credibility and foster trust-based relationships at all levels with customers
Desire to develop and lead alent in a collaborative team environment
Experience aligning customer business problems and our solutions by understanding the platform landscape
Bachelor’s Degree required, MBA a plus
Ability to travel up to 60%

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.

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Icertis is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.