Director of Customer Success

We are seeking a Director of Customer Success to manage key customer relationships, ensure retention, and drive growth through cross-sell and upsell opportunities. The Director of Customer Success will be responsible for managing a portfolio of key accounts in North America, focusing on customer retention, cross-sell, upsell, and renewals. This individual will work closely with the Sales, Marketing, and Product teams to ensure that customers are fully utilizing and benefiting from our SAAS solutions while identifying opportunities for further growth. Experience in the Procurement Software or S2P software industry, particularly within large consulting companies, will be a strong advantage.

Key Responsibilities:

• Manage and maintain strong relationships with key accounts, ensuring a high level of customer satisfaction and retention.
• Drive cross-sell and upsell initiatives to expand the use of our products within existing customer accounts.
• Proactively manage customer renewals, ensuring high renewal rates and identifying potential at-risk accounts.
• Collaborate with Sales and Marketing teams to develop strategies for identifying and capitalizing on cross-sell opportunities.
• Monitor customer health and usage metrics to anticipate potential issues and opportunities for engagement.
• Act as a trusted advisor to customers, providing insights and recommendations to help them maximize the value of our products.
• Partner with the Product and Engineering teams to communicate customer feedback and influence future product developments.
• Lead quarterly business reviews (QBRs) with key clients, presenting metrics, insights, and future roadmaps to drive continued success.

Skills Required:

• 12+ years of experience in Customer Success, Account Management, or a related field, with a proven track record of managing large customer accounts.
• Strong experience with SAAS business models, including renewals, cross-sell, and upsell strategies.
• Experience in Procurement Software, S2P software, or relevant industry sectors, especially in large consulting companies, will be an added advantage.
• Excellent communication, negotiation, and relationship-building skills, with a customer-centric approach.
• Analytical mindset with the ability to assess customer data and translate it into actionable insights.
• Experience working cross-functionally with Sales, Product, and Marketing teams.
• Ability to travel as needed to meet with customers and internal teams.

WHY YOU SHOULD WORK WITH US?

• Join the Experts: Zycus has been consistently recognized by Gartner and Forrester as a Leader in Strategic Sourcing and Source-to-Contract Suites. Zycus has been recognized for its 'completeness of vision' and 'ability to execute' in the Gartner Magic Quadrant for Procure-to-Pay Suites
• Top Leadership Role: Play a critical role in taking the business to the next level and champion thought leadership in Autonomous Procurement with our Merlin AI Suite

About Us

Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite. Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.

Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.

Start your #CognitiveProcurement journey with us, as you are #MeantforMore