Associate Vice President, Customer and Partner Delivery Operations

The AVP, Customer Experience is the frontline executive responsible for engaging Icertis’ most strategic customers to achieve measurable adoption, value realization, and business outcomes—while evolving how Customer Success operates in an AI-first, outcomes-driven environment.

This is a player / coach role, accountable for direct executive engagement with customers as well as the continuous development of the processes, tools, operating models, and talent required to deliver scalable, high-impact customer outcomes. The role balances hands-on customer leadership with organizational transformation, ensuring Customer Success evolves to meet the expectations of modern enterprise customers in 2026 and beyond. 

Customer Success & Experience Transformation Focus (2026) 

• In addition to supporting current customers, this role is responsible for evolving Customer Success to: 

• Lead AI product adoption and operationalization, not just enablement 

• Move from static training to role-based, usage-driven enablement 

• Leverage predictive health, sentiment, and usage insights to anticipate risk and opportunity 

• Build modern Customer Experience capabilities that blend business advisory, platform expertise, and AI fluency 

Key Responsibilities:

Customer Engagement & Adoption Maturity 

• Act as the primary executive engagement leader for top-tier customers, ensuring alignment on business objectives, adoption goals, and measurable outcomes 

• Drive high-impact customer engagement that results in sustained platform adoption, renewals, and expansion 

• Partner with senior customer stakeholders to translate strategic priorities into outcome-based success plans 

• Lead value realization discussions connecting platform usage, contract data, and AI insights to tangible business results 

Adoption, Enablement & AI Acceleration 

• Accelerate adoption of core and AI-powered Icertis capabilities, moving customers from enablement to optimization and innovation 

• Introduce new and underutilized platform features, clearly articulating value