Director Customer Value Management
Job Summary
The Director, Customer Value Management will lead a segment within the Enterprise Customer Value Management organization to drive ongoing value realization, adoption, and retention. This leadership role focuses on executing programs that foster long-term partnerships, ensure successful software implementation, and support growth initiatives. You will lead cross-functional collaboration and manage a high-performing team to deliver an excellent customer experience.
Responsibilities
- Lead Enterprise CVM segment strategy
- Drive customer retention and adoption
- Mentor and manage CVM team
- Collaborate on renewal and expansion
- Optimize customer journey lifecycle
Required Skills
- 10+ years Customer Success experience
- Source-to-Pay domain knowledge
- SaaS industry background
- Leadership & Team Management
- Data-driven decision making
Job Details
### Responsibilities:
- Lead your Enterprise CVM segment to ensure the consistent delivery of high-quality, value-added engagement, driving customer outcomes and ensuring operational excellence.
- Execute against GTM strategy to enhance customer engagement, satisfaction, product utilization and retention.
- Continuously optimize the customer journey, ensuring a seamless experience from onboarding to renewal and expansion.
- Implement best practices and processes that guide customers through each stage of the lifecycle and support CVMs in successful engagement.
- Identify customer retention risk signals early and implement targeted intervention plans.
- Coach CVMs on strategies to retain and grow their accounts.
- Collaborate with Sales and Revenue Operations teams to ensure timely contract renewals and expansions.
- Serve as a customer-facing field leader, both proactively through account sponsorship as well as in response to inquiries, negotiations, and escalations.
- Build, mentor, and lead a team of experienced Customer Value Directors and Managers.
- Model and innovate in the usage of customer success platforms, CRM systems, and analytics to monitor customer health and track key success metrics.
### Requirements:
- 10+ years of experience in customer success, professional services, and/or a consulting role with at least 5 years in a senior-level Customer Value Management / Customer Success role or equivalent.
- Background in a customer/client facing role in Source-to-Pay with a focus on customer satisfaction, renewals, and expansion.
- Demonstrated ability to inspire, motivate, and manage diverse, geographically distributed teams.
- Strong communicator and mentor who can guide their team through complex decision-making processes.
- Ability to drive change and foster innovation.
- Experience in SaaS or technology services industries.
- Exceptional communicator and relationship builder across stakeholder groups.
- Strong operational acumen with experience managing financial and business KPIs.
- Data-driven decision maker with strong problem-solving and analytical capabilities.
- Ability to travel 25-50% of the time.