Director, Customer Success - AMER

The job overview for this role is to lead the customer success team and be accountable for the success of the Ivalua customer install base. This includes achieving customer value realization, mitigating customer retention risk, identifying upsell opportunities, and ensuring operational excellence. The successful candidate will build strong relationships with customers, collaborate with internal teams, and bring the voice of the customer to drive a best-in-class customer experience. They should have extensive experience in customer success, a strong understanding of recurring revenue business models, and the ability to lead and mentor a growing team.

• Lead the AMER CSM team responsible for executing Outcome Delivery, Customer Management, Escalation, and Renewal playbooks with Ivalua customers.
• Manage relationships with strategic Ivalua customers, ensuring alignment with their strategy and recognizing measurable value from their investments.
• Build strong relationships with global customers to identify core issues objectively.
• Develop and execute programs and operational excellence processes to support the customer journey, including upsell campaigns and adoption programs.
• Be accountable for the success of the Ivalua customer journey, measured by net revenue retention and adoption.
• Collaborate with internal teams to resolve risks and escalated issues in a timely manner and communicate effectively with customers and internal partners.
• Bring the voice of the customer to Ivalua and partner with R&D, Professional Services, Marketing, and Support to deliver a best-in-class customer experience.
• Develop and leverage a data-driven system of insight and action to communicate and make decisions.
• Identify, build, and mentor customer success practices that will scale across a growing team.
• Possess extensive experience in building and leading customer success organizations globally and at scale in both on-prem and cloud technology companies.
• Demonstrate results in driving customer outcomes, revenue retention, and expansion.
• Have a strong empathy for customers and understanding of value drivers in recurring revenue business models.

• Extensive experience (15+ years) in building and leading customer success organizations globally and at scale
• Demonstrated results in driving customer outcomes and revenue retention + expansion
• Strong empathy for customers and understanding of value drivers in recurring revenue business models
• Ability to manage C-level, enterprise-scale stakeholder relationships
• Strong relationship-building skills with global customers
• Ability to identify and resolve customer issues and risks in a timely manner
• Excellent communication and collaboration skills with internal teams
• Experience in developing and executing programs and operational excellence processes
• Data-driven mindset and ability to leverage insights for decision-making
• Ability to mentor and build customer success practices
• Familiarity with on-prem and cloud technology companies
• Customer-focused enthusiasm and ambition
• Strong problem-solving skills
• Ability to work in a complex global economy
• Ability to work collaboratively with cross-functional teams

• Competitive compensation range ($140,000 - $260,000)
• Annual target bonus based on individual and company performance
• Exceptional benefits including medical, dental, vision, and retirement (with company match)
• Opportunity for career growth and development
• Strong emphasis on pay equity and fair rewards for employees
• Opportunity to work with a global team and global customers
• Travel opportunities (up to 40% of the time, post-pandemic)
• High impact leadership role with clear vision and strategy
• Opportunity to work with cutting-edge technology in the procurement industry
• Mentorship and coaching opportunities
• Data-driven decision-making and communication
• Focus on customer success and driving customer outcomes
• Supply chain experience and expertise in operational metrics
• Functional expertise in procurement, sourcing, supplier risk, or accounts payables
• Flexible work schedule with night and evening work as needed
• Minimum Bachelor's degree required
• Opportunity to join a company with strong core values and a caring culture