Director of Strategic Customer Engagement

The Director of Strategic Customer Engagement is responsible for leading end-to-end, high-impact customer engagements designed to reduce adoption risk, address customer dissatisfaction (CDC), and protect and expand long-term customer value. This role operates above day-to-day customer management, focusing instead on strategic interventions, executive alignment, and outcome recovery across Icertis’ most critical customer relationships. 

This role is accountable for orchestrating cross-functional engagement models that stabilize at-risk customers, re-establish executive trust, accelerate adoption of core and AI-powered capabilities, and realign customer programs to their intended business outcomes. The Director serves as a senior, trusted advisor to customer executives and internal leadership, stepping in at moments of complexity, risk, or inflection. 

The position partners closely with Customer Success, Sales, Product, Consulting, Support, and Partners to diagnose root causes of risk, define corrective strategies, and ensure accountability for execution—while also evolving Icertis’ enterprise-level customer engagement frameworks for 2026 and beyond. 

• Strategic Engagements & Risk Reduction 

• Lead end-to-end strategic customer engagements for high-risk, high-visibility, or high-value customers 

• Diagnose root causes of adoption gaps, dissatisfaction, and CDC risk across technology, process, governance, and enablement 

• Design and execute structured recovery and optimization plans with clear outcomes, milestones, and accountability 

• Serve as the primary executive engagement lead during critical moments, escalations, and inflection points 

• Executive Alignment & Outcome Reset 

• Re-establish alignment with customer executive sponsors on business objectives, success metrics, and program ownership 

• Facilitate executive-level discussions to reset expectations, clarify value realization paths, and reframe success 

• Translate complex platform, AI, and delivery realities into clear, outcome-focused narratives for customer leadership

   

  Adoption, Optimization & AI Enablement 

• Accelerate adoption of core and AI-powered Icertis capabilities as part of structured intervention programs 

• Iden