Global Customer Success Leader

Amdocs • Plano, TX

51d

About The Position

We are now seeking a dynamic and results-oriented Customer Success Leader to build a new practice in the Amdocs SaaS Business Unit focusing on driving value delivery and strategic partnership with our key Telecom and Enterprise customers! The Customer Success Leader will act as a trusted advisor, owning the post-sales customer relationship to ensure successful product adoption, maximum value realization, and long-term customer health and growth. This role is critical for retaining our valuable customer base and driving expansion revenue in a highly competitive market!

Requirements

• Proven success as a Customer Success Leader in the B2B SaaS space.
• Demonstrated experience partnering with enterprise-level customers and building executive-level relationships in the Telecom industry.
• Proven ability to drive value realization, negotiate renewals, and identify expansion opportunities.
• Success exponentially growing Net Revenue Retention, Recurring Revenue and Customer Satisfaction.
• Experience leading, developing, mentoring a team of Customer Success Managers, ensuring alignment with company goals and best practices.
• Exceptional communication and presentation skills, with the ability to drive cross-functional collaboration.
• A bachelor’s degree in business or other relevant focus area.

Nice To Haves

• Experience in compliance, regulatory, or governance requirements relevant to Telecom/Enterprise IT is highly desirable.
• A master’s degree is preferable.

Responsibilities

• Oversee SaaS onboarding and implementation for rapid time-to-value.
• Act as a trusted advisor for executive and operational stakeholders.
• Drive feature adoption and demonstrate ROI against business outcomes.
• Monitor customer health metrics to identify risks and opportunities.
• Develop strategies to reduce churn and retain at-risk accounts.
• Identify and collaborate on upsell/cross-sell opportunities to grow NRR and ARR.
• Own and execute timely contract renewals.
• Ensure deployments and engagements meet quality, compliance, and governance standards.
• Gather and share customer feedback and insights as the “Voice of the Customer.”
• Conduct Executive Business Reviews and maintain high CSAT scores.
• Collaborate across Sales, Services, Support, and Product for a seamless experience.
• Lead and mentor a high-performing Customer Success team.
• Set clear goals and KPIs aligned with organizational objectives.
• Drive talent development through coaching and succession planning.
• Define and evolve Customer Success frameworks and best practices.
• Implement scalable processes, tools, and metrics for success measurement.
• Represent the practice internally and externally as a thought leader.

Benefits

• Work within a very diverse and multi-cultural environment, and a fast growing and dynamic organization!
• Lead projects for market leading software solutions for the telecommunications industry.
• Work on international projects, and will be provided with the opportunity to work closely with market leading telecom companies!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees