Director, Customer Success

As a Director, Customer Success at Corcentric, you will join a collaborative team within an ambitious, entrepreneurial global organization. You will be responsible for the strategic direction, performance, and continuous improvement of a team of Customer Success Managers (CSMs), ensuring our customers achieve maximum value from our solutions and driving strong customer satisfaction, retention, and growth.

We’re a team of fierce customer advocates relentlessly committed to doing what is best for the customer and Corcentric. We view Customer Success as a strategic function that sits at the heart of customer outcomes, solution adoption, and organizational health. Our leaders foster collaboration, coach with empathy, and create an environment of accountability, innovation, and excellence.

This key position reports to the VP, Global Customer Success within our Global Client Services team. If you are energized by leading teams that deliver transformational impact for enterprise customers, this is your opportunity to shape the future of Customer Success at Corcentric.

As a Director, Customer Success, you will:

• Lead and manage a team of Customer Success Managers (CSMs) driving a high-performance, customer-centric culture aligned with company goals.
• Lead and manage the North American S2P Customer Success team, consisting of 10–15 CSMs, driving a high-performance, customer-centric culture aligned with company goals.
• Own the strategy and execution of customer lifecycle activities across onboarding, adoption, value realization, retention, and expansion for all North American S2P accounts.
• Serve as executive sponsor and escalation point for strategic accounts, ensuring proactive risk mitigation, issue resolution, and long-term customer health.
• Develop and implement processes, playbooks, and best practices to improve operational efficiency, customer outcomes, and team productivity.
• Partner cross-functionally with Sales, Product, Delivery, Support, and Marketing to ensure a
• coordinated and frictionless customer experience.
• Drive customer engagement through consistent executive business reviews (EBRs), success planning, and value reinforcement activities led by your team.
• Coach and mentor CSMs on strategic account management, stakeholder alignment, consultative engagement, and commercial growth enablement.
• Monitor and report on key performance indicators such as Net Revenue Retention (NRR), churn, adoption metrics, and customer satisfaction (CSAT/NPS).
• Advocate internally for customer needs, influencing product roadmap, services development, and support improvements based on field insights.
• Identify and champion opportunities to expand the S2P footprint across customer organizations in partnership with Sales.
• Foster a culture of continuous improvement, learning, and career development across the Customer Success team.

Requirements

You’ll need to have:

• A Bachelor’s degree in business or a relevant field.
• Approximately 10+ years of Customer Success experience in the SaaS space.
• Approximately 5+ years of leadership experience, including demonstrated success managing a Customer Success team that manage complex, multi-stakeholder enterprise relationships in a SaaS or technology-enabled services environment.
• Strong Source-to-Pay (S2P), Source-to-Contract (S2C) or Procure-to-Pay (P2P) domain knowledge and relevant industry experience (Fintech, Banking, Payments, etc.)
• Proven ability to drive operational excellence and team results through scalable processes, tools, and performance management practices.
• Strong business acumen and executive presence, with the ability to influence internal and external stakeholders at all levels.
• Exceptional collaboration and interpersonal skills, with the ability to foster a team culture of engagement and achievement.
• High emotional intelligence, with the ability to effectively communicate critical feedback and coach team members to continuously improve performance.
• High level of organization, initiative, and accountability with a strong focus on outcomes and metrics, approaching challenges strategically and tactically to steer positive outcomes.
• Strong discernment, with the ability to effectively evaluate potential short- and long-term impacts, and make informed, sound decisions in support of department goals and initiatives.
• Proficiency with Customer Success platforms (e.g., Gainsight, Totango), CRM tools (e.g., Salesforce), and productivity tools including MS Excel and PowerPoint
• Ability to travel approximately 15% for client meetings, events, and team-building

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