[Remote] Director of Customer Success
Note: The job is a remote job and is open to candidates in USA. Zycus is a recognized market leader in Source-to-Pay innovation, and they are seeking a Director of Customer Success to maximize customer lifetime value across large enterprise customers in North America. This role focuses on executing renewal motions, driving revenue growth, and building executive relationships to influence retention and long-term partnerships.
Responsibilities
- Own and execute renewal motions to deliver Gross Revenue Retention (GRR) targets across assigned accounts
- Drive Net Revenue Retention (NRR) by proactively identifying, qualifying, and advancing Customer Success Qualified Leads (CSQLs) through value articulation and executive alignment
- Partner with Sales and Expansion teams to progress and close expansion opportunities
- Maintain a predictable renewal forecast with documented risks, mitigation plans, and stakeholder alignment
- Take decisive action to protect revenue in the face of adoption, satisfaction, or competitive risks
- Build and execute strategic engagement plans as a trusted advisor to executive stakeholders
- Operate accounts on a disciplined cadence including success planning, QBRs, renewal preparation, and executive check-ins
- Lead QBRs, Success Plans, Value Plans, Roadmaps, and Executive Alignment Meetings
- Align Zycus capabilities to customer business goals and KPIs to ensure measurable value realization
- Advocate internally to ensure alignment across Product, Services, and Support
- Monitor customer health signals and take decisive action to remediate adoption gaps, stakeholder misalignment, or satisfaction risks before renewal impact
- Drive product utilization and adoption aligned to agreed success outcomes
- Own escalation management and executive communications for at-risk accounts
- Build and sustain executive relationships that directly influence renewal decisions, expansion advocacy, and long-term partnership commitments
- Develop and manage customer advocacy programs including:
- References
- Case studies and testimonials
- Event participation and speaking opportunities
- Collaborate closely with Sales, Product, and Services to deliver a seamless enterprise customer experience
- Maintain a rigorous reporting cadence including:
- Renewal forecasts
- CSQL pipeline generation
- Advocacy progress
- Customer health and engagement activity
- Provide clear, actionable updates to leadership and cross-functional stakeholders
Skills
- 8–12+ years of experience in Customer Success, Account Management, or Procurement Transformation roles
- Proven success executing renewals and expansion enablement in enterprise SaaS environments
- Strong understanding of Source-to-Pay (S2P) and ERP processes
- Executive presence with VP- and C-level stakeholders
- Experience with SAP Ariba, Coupa, Oracle, or similar platforms
- Familiarity with Salesforce, Gainsight, ChurnZero, and customer analytics tools
- Background in procurement or supply chain transformation
- Procurement certifications (CIPS, CPSM)
- Experience working with global delivery models (onshore/offshore)
Benefits
- Competitive compensation with a meaningful variable component tied directly to retention and expansion success.
Company Overview