Global Director, Customer Success
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Job Description
Director of Customer Success leading a global team at Prosci. Ensuring client engagement delivers meaningful value and drives satisfaction, retention, and growth.
Responsibilities:
- Lead, coach, and develop a high-performing Customer Success team that delivers consistent, exceptional experiences for enterprise clients
- Define and execute strategic priorities for client retention, adoption, and growth in alignment with company objectives
- Define and execute on key enterprise Membership offerings and manage the process from onboarding to renewals and retention of new enterprise clients
- Establish scalable processes, metrics, and best practices to ensure operational excellence and consistent delivery across all accounts
- Serve as a voice of the customer within Prosci—advocating for client needs, sharing insights, and influencing business strategy
- Oversee client health monitoring, reporting, and analysis to identify trends, risks, and opportunities across the portfolio
- Ensure effective collaboration between Customer Success, Sales, Consulting, and Product teams to deliver integrated client solutions
- Partner with Revenue Operations to refine processes, improve data accuracy, and drive efficiency through tools and technology (including Salesforce)
- Standardize account planning, renewal management, and success measurement frameworks across the team
- Support high-value enterprise relationships as an executive sponsor, ensuring alignment on strategic priorities and long-term partnership goals
- Collaborate with the Sales and Consulting leadership teams to ensure seamless handoffs and consistent client experience post-sale
- Participate in quarterly business reviews (QBRs) and internal planning sessions to share customer insights and inform go-to-market strategy
Requirements:
- Bachelor’s degree in Business, Communications, or related field (or equivalent professional experience)
- 10+ years of experience in Customer Success, Account Management, or related field, with at least 5 years in a leadership role
- Experience in professional services, consulting, SaaS, or change management environments
- Demonstrated success leading customer-facing teams, driving retention, and influencing cross-functional strategy
- Strong familiarity with CRM systems and analytics platforms; Salesforce experience preferred
- Skilled in operational planning, reporting, and KPI management for customer success teams
- Proven ability to lead through change and scale operations with a growing organization
- Track record of using data-driven insights to enhance client engagement and team performance
- Understanding of change management principles and their business application (ADKAR® experience is a plus)
- Experience leading distributed or virtual teams across time zones
Benefits:
- comprehensive wellness benefits
- generous flexible paid time off
- holidays and volunteer time
- medical, dental, vision
- long-term and short-term disability programs
- life insurance
- pet insurance
- 401k with company matching
- access to LinkedIn Learning
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