Director, Customer Success Management (all genders)

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.

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Responsibilities

• 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.

Qualifications

• 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%.