About this role
Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.
As a Director, Customer Success Management, you will partner with customers to drive adoption, maximize business value, and ensure successful outcomes with the Icertis platform. Acting as a trusted advisor, you will help customers achieve their objectives, manage critical issues, and advocate for their needs across the organization. You will collaborate closely with cross-functional teams to enhance the customer experience, strengthen retention, and support long-term customer success. Location: Candidates can be based anywhere in Germany. For those based in Frankfurt, we work in a hybrid model, with two days per week spent collaborating with colleagues in our Frankfurt office. This is an individual contributor role without people management responsibilities. #LI-MV1
• Drive customer adoption and value realization across assigned accounts. • Build strong relationships with customer stakeholders and executive sponsors. • Develop and execute customer success plans aligned to business objectives. • Proactively identify risks and drive retention strategies. • Use customer feedback and data insights to improve satisfaction and adoption. • Promote new capabilities and encourage adoption of underutilized features. • Act as the customer's advocate and partner with internal teams to resolve issues. • Identify growth, expansion, and cross-sell opportunities within existing accounts. • Manage customer escalations and ensure timely resolution of support issues. • Lead business reviews and provide strategic recommendations to drive customer success.
• Experience in Customer Success, Program Management, Consulting, or a similar customer-facing role. • Proven ability to manage and grow strategic customer relationships. • Experience working with senior stakeholders and executive sponsors. • Strong customer engagement, communication, and influencing skills. • Trusted advisor mindset with the ability to build credibility quickly. • Fluent in German and English. • Ability to manage multiple priorities in a fast-paced environment. • Experience identifying opportunities to increase customer value and adoption. • Strong AI mindset and experience with AI-powered solutions, intelligent automation, and driving customer value through technology adoption. • Willingness to travel up to 30%.