As Director of Customer Success, you will own the end-to-end success of our largest strategic F500/G2000 enterprise accounts ($5M+ ACV). You will serve as a strategic advisor to enterprise clients in Banking, Insurance, Telecommunications, and Retail, orchestrating cross-functional teams, driving AI adoption initiatives, and ensuring customers realize maximum business value from technology investments. This role requires deep CDP/Marketing expertise with strong familiarity in customer service/contact center operations, combined with the skill set of a strategic consultant, solution orchestrator, and trusted executive advisor.
Key Responsibilities
Serve as primary point of contact and trusted advisor for 5-10 strategic enterprise accounts with annual contract values exceeding $5M+
Build and maintain C-suite relationships (CIO, CMO, CXO) becoming a strategic partner in customers' digital & AI transformation journeys
Drive executive business reviews (EBRs) and quarterly business reviews (QBRs) demonstrating measurable ROI and business value
Accelerate time-to-value by orchestrating product adoption, consumption, and utilization across enterprise customer portfolios
Lead complex customer engagements focused on deploying AI and CDP solutions across business functions (Marketing, Customer Service)
Establish success criteria and KPIs that align technology investments with business outcomes
Lead virtual teams including solution architects, technical account managers, professional services, and support engineers
Act as voice of the customer internally, influencing product roadmap and strategic priorities
Achieve above-benchmark gross revenue retention and net revenue retention across assigned portfolio
Drive customer advocacy resulting in referenceable accounts, case studies, and positive reviews
Required Qualifications
Experience & Industry Focus
12+ years in customer success, account management, or consulting roles within enterprise B2B technology companies
5+ years working with Fortune 500/Global 2000 enterprise accounts in Banking, Insurance, Telecommunications, and Retail (required target verticals)
Established book of executive relationships (C-suite, VP-level) within target verticals, with ability to leverage network for customer introductions, references, and business development
Proven track record managing accounts with $5M+ annual contract values
5+ years experience with AI products, platforms, or services in advisory or delivery capacity
3+ years hands-on experience with Customer Data Platforms (CDP) in Martech/Adtech ecosystems (primary focus)
Experience in customer service/contact center technology domains highly valued (secondary expertise)
Demonstrated success driving digital transformation, cloud migration, or large-scale technology adoption programs
Technical & Strategic Competencies
Deep understanding of CDP AI solution architectures, Martech and Adtech ecosystems, and customer data activation strategies
Strong understanding of enterprise technology architecture including cloud infrastructure, data platforms, AI/ML, security, and integration patterns
Expertise navigating marketing stacks and advertising tech—connecting systems, streamlining data flows, unlocking customer insights
Exceptional business acumen with ability to understand customers' business models, industries, and competitive landscapes
Strong financial acumen including ROI analysis, business case development, and value realization frameworks
Ability to translate complex CDP and MarTech tools into clear, actionable strategies that directly impact KPIs (acquisition cost, engagement, retention, revenue lift)
Education & Preferred Qualifications
Bachelor's degree in business, Computer Science, Engineering, Data Science, or related field required; MBA or advanced degree preferred
Multi-language capabilities (English required; German, French valued for regional engagements)
Background in professional services, management consulting (McKinsey, BCG, Deloitte), or Big 4 consulting
Experience with cloud platforms (AWS, Azure, GCP) and AI services (OpenAI, TensorFlow, Hugging Face)
Ability to travel at least 25% of the time
Success Metrics (First 12 Months)
Months 1-3: Complete onboarding, build relationships with assigned accounts, conduct account health assessments, develop success plans
Months 4-6: Execute quick wins, stabilize at-risk accounts, conduct first EBRs, identify expansion opportunities worth 15-20% of base ARR
Months 7-12: Achieve above-benchmark GRR and NRR, drive measurable business outcomes for 100% of assigned accounts, deliver at least 2 customer case studies or references
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