Director, Customer Success, CX

This senior leadership role sits at the center of enterprise customer engagement, responsible for driving long-term value, adoption, and growth across a portfolio of strategic clients. You will act as a trusted advisor to C-level stakeholders, guiding them through transformation initiatives powered by AI, cloud, and advanced customer experience technologies. The role combines strategic account leadership with hands-on execution, ensuring customers realize measurable business outcomes from complex CX platforms. You will oversee the full post-sale lifecycle, from onboarding to renewal, while shaping success plans tied directly to performance KPIs. Working in a fast-paced, matrixed environment, you will collaborate across Sales, Product, Services, and Technical teams to deliver seamless customer outcomes. This is a high-impact role focused on retention, expansion, and innovation through intelligent automation and AI-driven CX capabilities.

Accountabilities:

• Lead strategic customer success engagement across a portfolio of large enterprise accounts, acting as a trusted advisor to senior and executive-level stakeholders.
• Own the full post-sale lifecycle, including onboarding, adoption, optimization, renewal, and expansion, ensuring consistent value realization.
• Develop and execute customer success plans and Executive Business Reviews (EBRs) aligned to measurable business outcomes and KPIs.
• Drive Net Revenue Retention (NRR) through upsell, cross-sell, and renewal strategies in partnership with Sales and Account teams.
• Champion AI-powered CX adoption, including automation tools, virtual agents, analytics, and workflow optimization solutions.
• Lead cross-functional collaboration across Sales, Product, Professional Services, and Technical teams to ensure seamless delivery and customer satisfaction.
• Monitor customer health metrics (CSAT, NPS, adoption rates), proactively managing risks and ensuring issue resolution.
• Provide strategic insights from customer interactions to influence product innovation and roadmap decisions.

• Bachelor's degree in Business, IT, or related field required; MBA preferred.
• 10+ years of experience in Customer Success, Account Management, or Professional Services within SaaS or CCaaS environments.
• 5+ years of experience working with enterprise CX platforms such as NICE CXone or comparable solutions (Genesys, Five9, Talkdesk, etc.).
• Strong expertise in contact center operations, cloud transformation, and AI/automation adoption in customer experience environments.
• Proven ability to manage large, complex enterprise accounts with global scope and high revenue impact.
• Excellent executive communication, presentation, and stakeholder management skills with experience engaging C-suite leaders.
• Strong analytical mindset with experience using CRM tools (e.g., Salesforce) and performance dashboards.
• Demonstrated ability to lead through influence in matrixed organizations and manage competing priorities effectively.

• Competitive base salary with eligibility for performance-based bonuses (where applicable).
• Comprehensive benefits package including medical, dental, vision, life, and disability insurance.
• Paid time off and flexible work arrangements supporting work-life balance.
• Opportunities for career growth across a global, innovation-driven organization.
• Exposure to cutting-edge AI, cloud, and CX technologies shaping the future of customer engagement.
• Inclusive and collaborative culture with strong focus on learning and professional development.
• Travel opportunities (up to 25%) for client engagement and industry events.