Director of Customer Success

Position Summary

As Director of Customer Success, you will own the end-to-end success of our largest strategic F500/G2000 enterprise accounts (M\+ ACV). You will serve as a strategic advisor to enterprise clients in Banking, Insurance, Telecommunications, and Retail, orchestrating cross-functional teams, driving AI adoption initiatives, and ensuring customers realize maximum business value from technology investments. This role requires deep CDP/Marketing expertise with strong familiarity in customer service/contact center operations, combined with the skill set of a strategic consultant, solution orchestrator, and trusted executive advisor.

Key Responsibilities

• Serve as primary point of contact and trusted advisor for 5-10 strategic enterprise accounts with annual contract values exceeding M\+

• Build and maintain C-suite relationships (CIO, CMO, CXO) becoming a strategic partner in customers' digital & AI transformation journeys

• Drive executive business reviews (EBRs) and quarterly business reviews (QBRs) demonstrating measurable ROI and business value

• Accelerate time-to-value by orchestrating product adoption, consumption, and utilization across enterprise customer portfolios

• Lead complex customer engagements focused on deploying AI and CDP solutions across business functions (Marketing, Customer Service)

• Establish success criteria and KPIs that align technology investments with business outcomes

• Lead virtual teams including solution architects, technical account managers, professional services, and support engineers

• Act as voice of the customer internally, influencing product roadmap and strategic priorities

• Achieve above-benchmark gross revenue retention and net revenue retention across assigned portfolio

• Drive customer advocacy resulting in referenceable accounts, case studies, and positive reviews

Required Qualifications

Experience & Industry Focus

• 12\+ years in customer success, account management, or consulting roles within enterprise B2B technology companies

• 5\+ years working with Fortune 500/Global 2000 enterprise accounts in Banking, Insurance, Telecommunications, and Retail (required target verticals)

• Established book of executive relationships (C-suite, VP-level) within target verticals, with ability to leverage network for customer introductions, references, and business development

• Proven track record managing accounts with M\+ annual contract values

• 5\+ years experience with AI products, platforms, or services in advisory or delivery capacity

• 3\+ years hands-on experience with Customer Data Platforms (CDP) in Martech/Adtech ecosystems (primary focus)

• Experience in customer service/contact center technology domains highly valued (secondary expertise)

• Demonstrated success driving digital transformation, cloud migration, or large-scale technology adoption programs

Technical & Strategic Competencies

• Deep understanding of CDP AI solution architectures, Martech and Adtech ecosystems, and customer data activation strategies

• Strong understanding of enterprise technology architecture including cloud infrastructure, data platforms, AI/ML, security, and integration patterns

• Expertise navigating marketing stacks and advertising tech—connecting systems, streamlining data flows, unlocking customer insights

• Exceptional business acumen with ability to understand customers' business models, industries, and competitive landscapes

• Strong financial acumen including ROI analysis, business case development, and value realization frameworks

• Ability to translate complex CDP and MarTech tools into clear, actionable strategies that directly impact KPIs (acquisition cost, engagement, retention, revenue lift)

Education & Preferred Qualifications

• Bachelor's degree in business, Computer Science, Engineering, Data Science, or related field required; MBA or advanced degree preferred

• Industry certifications (CSM, AI, AWS Solutions Architect, Azure Administrator, PMP) highly valued

• Multi-language capabilities (English required; German, French valued for regional engagements)

• Background in professional services, management consulting (McKinsey, BCG, Deloitte), or Big 4 consulting

• Experience with cloud platforms (AWS, Azure, GCP) and AI services (OpenAI, TensorFlow, Hugging Face)

• Ability to travel at least 25% of the time

Success Metrics (First 12 Months)

• Months 1-3: Complete onboarding, build relationships with assigned accounts, conduct account health assessments, develop success plans

• Months 4-6: Execute quick wins, stabilize at-risk accounts, conduct first EBRs, identify expansion opportunities worth 15-20% of base ARR

• Months 7-12: Achieve above-benchmark GRR and NRR, drive measurable business outcomes for 100% of assigned accounts, deliver at least 2 customer case studies or references