About The Position
The Director of Strategic Customer Engagement is responsible for leading end-to-end, high-impact customer engagements designed to reduce adoption risk, address customer dissatisfaction (CDC), and protect and expand long-term customer value. This role operates above day-to-day customer management, focusing instead on strategic interventions, executive alignment, and outcome recovery across Icertis’ most critical customer relationships. This role is accountable for orchestrating cross-functional engagement models that stabilize at-risk customers, re-establish executive trust, accelerate adoption of core and AI-powered capabilities, and realign customer programs to their intended business outcomes. The Director serves as a senior, trusted advisor to customer executives and internal leadership, stepping in at moments of complexity, risk, or inflection. The position partners closely with Customer Success, Sales, Product, Consulting, Support, and Partners to diagnose root causes of risk, define corrective strategies, and ensure accountability for execution—while also evolving Icertis’ enterprise-level customer engagement frameworks for 2026 and beyond.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
