Customer Success Director

June 6

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Icertis

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The contract intelligence company that pushes the boundaries of what’s possible with contract lifecycle management.

Enterprise Contract Management • Contract Compliance • Contract Lifecycle Management • Contract Analytics • Contract Management Software

1001 - 5000

💰 $75M Convertible Note on 2022-10

Description

• Partner with our top customers to ensure their successful adoption of Icertis solutions and achieve their business outcomes. • Drive customer success, while developing processes, tools, and talent to meet both our customers' and Icertis' objectives. • Proactively define success metrics, identify value opportunities, and foster executive alignment to ensure maximum value realization and customer satisfaction. • 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.

Requirements

• 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%.

Benefits

• Not specified