Customer Success Director

United States
Customer Success Mgmt – Customer Success Management /
Full-time /
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%.
$170,000 - $230,000 a year
Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities. In addition to the base salary and annual bonus target and an equity component is included in the compensation package.
Our Commitments: Icertis is committed to:  
●       Icertians (employees) and their family's physical, mental and financial health and wellbeing
●       Turbocharging Icertians careers
●       Making a social and environmental impact in our communities 
●       Cultivation and advancing a culture of diversity, equity, inclusion and belonging (DEIB) within our company, customers, and
●       Generous holidays including the 4th of July week off – paid 
●       Free professional and leadership coaching
●       Annual personal development allowance 
What we offer:  
●       Robust medical (physical & mental vision and dental benefits 
●       Employee assistance program (EAP)
●       Equity (RSUs) and shared ownership in the company
●       Generous 401K match
●       Flexible work environment
●       Paid maternity and paternity leave 
●       Generous holiday and PTO program
●       CaaS (coaching as a service)
●       Annual personal development allowance 
●       7 Days for Humanity – 7 paid volunteer days annually
●       Global and regional DEIB steering committees, employee resource groups (ERGs) 
●       Global DEIB training programs and guest speakers throughout the year

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 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.