Director, Customer Success
About The Position
HARMAN Automotive Services is seeking a Director, Customer Success – Automotive Engineering Services (P5) to lead executive client retention, global account health, and long-term business expansion across critical U.S. Automotive OEM accounts. As a senior executive within the Atlantic AES leadership team, the role serves as principal executive sponsor for major automotive clients and aligns HARMAN’s engineering services, software platforms, and global delivery capabilities with OEM vehicle transformation strategies. The position owns overarching account health strategy, enterprise-level escalations, multi-million-dollar program P&Ls, and partnerships with Sales and Business Unit leadership to expand HARMAN’s Software-Defined Vehicle and engineering services market share. It leads executive client relationships and governance, drives net revenue retention and multi-year account expansion, oversees portfolio financial performance, and orchestrates global cross-functional teams to support enterprise-scale program execution.
Requirements
- 15+ years of progressive executive experience in customer success, strategic account management, or delivery leadership within automotive engineering services, software, or technology consulting.
- Demonstrated ability to build, negotiate, and sustain trusted relationships with OEM C-suite executives, engineering vice presidents, and senior procurement leaders.
- Exceptional understanding of automotive development lifecycles, including Agile/SAFe and V-model, Software-Defined Vehicle architectures, connected-car domains, and Tier-1/OEM commercial dynamics.
- Deep experience managing multi-million-dollar account portfolios, commercial deal governance, contract change management, and gross margin optimization.
- Proven ability to lead and align matrixed global teams across time zones, pre-sales, and large-scale offshore engineering hubs.
- Bachelor’s degree in Engineering, Computer Science, Business, or a related field.
- Ability to work hybrid from the HARMAN Novi, Michigan location at least 3 days per week.
- Willingness to travel 20–30%, primarily to domestic OEM customer headquarters and executive meetings.
- Comfort leading initiatives across global time zones, particularly with engineering delivery hubs in Eastern Europe and Asia.
- Successful completion of a background investigation and drug screen is a condition of employment.
Nice To Haves
- Master’s degree or MBA.
- Established relationships across North American OEM executive suites, such as Ford, GM, Stellantis, or leading EV manufacturers.
- Experience leading multi-hundred-FTE software engineering service programs supported by nearshore or offshore delivery models.
- Background in software engineering, system architecture, or large-scale technical program management in connected mobility.
Responsibilities
- Serve as the primary executive sponsor and trusted advisor for OEM C-suite leaders, software and engineering VPs, and executive procurement leads across assigned key accounts.
- Translate automotive industry trends, OEM strategic changes, and executive client feedback into HARMAN AES domain roadmaps and executive business strategy.
- Chair executive steering committees and strategic business reviews to demonstrate long-term value creation, program ROI, and roadmap alignment.
- Drive Net Revenue Retention and multi-year account expansion across HARMAN’s AES portfolio in partnership with Sales.
- Develop and execute multi-year account transformation strategies, including innovation pillars, technology adoption models, and joint co-development initiatives.
- Oversee competitive account positioning, market intelligence, and executive opportunity mapping to strengthen HARMAN’s position as a primary or sole-source engineering partner.
- Lead complex technical, commercial, and delivery escalations while preserving executive client trust.
- Provide financial stewardship across assigned OEM account portfolios, including multi-year margin targets, change request governance, and scope-extension profitability.
- Lead and influence global cross-functional organizations, including Solutions Architecture, Product Domains, Legal, Finance, and offshore delivery hubs, to support seamless enterprise-scale execution.
Benefits
- Employee discounts on HARMAN products, including JBL, HARMAN Kardon, and AKG.
- Training opportunities through HARMAN University.
- Competitive wellness benefits.
- Tuition reimbursement.
- Employee recognition and rewards program.
- Inclusive and diverse work environment that encourages professional and personal development.
- Paid vacation and holidays, paid sick leave, volunteer leave, and paid bonding and caregiver leave may be available.
- Comprehensive medical, dental, and vision plans may be available.
- Fertility support and adoption assistance may be available.
- Health Savings and Flexible Spending Accounts may be available.
- Retirement savings plan with employer match may be available.
- Short- and long-term disability coverage and life insurance may be available.
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What This Job Offers
Job Type
Full-time
Career Level
Director
