Sr Director, Customer Success - Financial Services

SAS • Cary HQ, NC

14h • Hybrid

About The Position

The Senior Director, Customer Success – Financial Services leads customer success strategy and execution for the Americas financial services business. This highly visible leadership role develops a forward-looking operating model to strengthen customer adoption, value realization, retention, and growth. The role leads and develops a high-performing customer success organization and partners with Sales, Engineering, Technical Support, Product Management, and other teams to create consistent, scalable experiences for customers and partners. It also serves as a trusted executive partner to strategic financial services customers, ensuring SAS solutions and services deliver meaningful, measurable business outcomes.

Requirements

• Bachelor’s or Master’s degree, preferably in Business, Marketing, Computer Science, or a related field.
• Typically 15 years of experience in customer or business-partner relationship management, or in sales or marketing of software, hardware, related training products, and/or services.
• Nine years of leadership experience, including five years in a formal regional management role.
• Demonstrated success leading and evolving a customer success function within a global enterprise software organization.
• Experience leading customer success teams in a complex SaaS, web-based services, or cloud technology environment.
• Proven ability to design and implement complex, cross-organizational programs that improve operational effectiveness and customer outcomes.
• Strong analytical capability, including experience using reporting tools, dashboards, and customer success metrics to inform decisions.
• Strong business acumen and understanding of the financial services industry and its evolving business and technology priorities.
• Executive-level communication and presentation skills, with the ability to translate complex information into clear recommendations and actions.
• Applicants must be legally authorized to work in the United States and must not require employment visa sponsorship now or in the future.
• Equivalent combinations of related education, training, and experience may be considered in place of the listed qualifications.

Nice To Haves

• Preferred degree field in Business, Marketing, Computer Science, or a related field.

Responsibilities

• Define and execute the regional customer success vision, strategy, and operating model aligned with company priorities and global customer success practices.
• Lead initiatives that increase customer adoption, value realization, retention, renewals, and expansion across the financial services portfolio.
• Forecast Likely Finishes for months, quarters, and financial year-end; identify retention risks and oversee mitigation plans.
• Build trusted relationships with senior customer stakeholders and engage directly with strategic clients to understand their priorities and strengthen long-term partnerships.
• Partner with Sales, Engineering, Technical Support, Product Management, and other cross-functional leaders to improve customer outcomes and deliver a consistent end-to-end experience.
• Lead, develop, and scale a high-performing customer success organization of CSMs and Renewal Specialists by attracting exceptional talent, building leadership capability, and fostering an accountable, customer-first culture.
• Expand premium service offerings and identify opportunities to deliver differentiated customer value and sustainable revenue growth.
• Establish dashboards, metrics, and operating reviews that provide visibility into customer health, business outcomes, and opportunities for continuous improvement.

Benefits

• Comprehensive medical, prescription, dental, and vision plans.
• Medical plan options include a PPO with a low annual deductible and copays, or an HDHP with a health savings account and a contribution from SAS.
• Free onsite health care center for employees and family members enrolled in the PPO plan.
• Pharmacy services, including prescription shipping at no additional charge for employees not local to headquarters.
• Industry-leading 401(k) plan.
• Tuition Assistance Program and programs and resources to support development.
• Generous vacation time and a variety of paid holidays.
• U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off.
• Parental leave.
• Unlimited paid sick days.
• Generous childcare benefits for full-time employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior