Senior Director, Customer Success

Sr. Director, Customer Success - Americas

The Senior Director of Customer Success for the Americas is responsible for ensuring a competitively differentiated post-sales customer experience, while driving the recurring revenue renewal process and revenue growth for all customers in The Americas Region. This role reports to the Sr. Vice President of Global Customer Success and works alongside leaders responsible for Professional Services, Sales, and Customer Support in the Americas. The Sr. Director will lead a team of Customer Success Managers and be a key member of the broader Customer Experience and Engagement leadership team at PROS.

The ideal candidate for this role will possess a motivational leadership style and a warm, customer-focused approach. They will have the experience and strategic instincts necessary to drive improved advocacy for customer experience in all post-sales operations and lead a strategic customer account management process that ensures customer success while identifying opportunities to expand relationships. Additionally, the Sr. Director will need the skills to scale the organization and operate effectively in a global, multi-channel, and matrixed environment.

The Company - PROS:

PROS Holdings, Inc. (NYSE: PRO) provides AI-powered solutions that optimize selling in the digital economy. PROS solutions make it possible for companies to price, configure and sell their products and services in an omnichannel environment with speed, precision and consistency. Our customers, who are leaders in their markets, benefit from decades of data science expertise infused into our industry solutions.

Key Responsibilities

• Lead the Customer Success Manager team to drive end-to-end customer experience, successful renewals, revenue growth, and strong advocacy across the Americas.

• Foster a customer success culture within the team and across PROS, celebrating wins, solving customer challenges, and ensuring customer experience remains central to PROS' strategy. Partner with teams like Sales, Professional Services, Training, and Customer Support to deliver exceptional value to customers.

• Refine and execute a post-sales engagement and account management strategy that ensures initial project success, drives customer growth, and expands the solution footprint.

• Partner with Sales to leverage existing customers for ongoing PROS ACV (SaaS Annual Contract Value) growth, with CSMs and Professional Services managers collaborating with Sales Account Managers on renewals and upsells.

• Lead by example, working directly with customers and the Customer Success team to achieve win-win outcomes in major relationships, while nurturing executive-level connections.

• Provide transformational leadership to build a high-performing Customer Success team capable of successfully renewing customers in a complex solution environment.

• Drive operational excellence in the Customer Success organization to achieve key performance metrics such as ARR growth, renewals, net churn, and customer expansion.

• Establish and monitor key performance indicators (KPIs), both operational and financial, ensuring accountability for results.

• Attract, develop, and retain top talent, ensuring team members integrate into the successful PROS culture.

• Implement mechanisms to measure customer satisfaction and gather feedback to inform improvements in services or products.

• Collaborate with leadership peers to drive overall performance and excellence at PROS.

• Foster relationships with executive leaders of those customers within his/her book of business.

Desired Outcomes

• Achieve quarterly and annual business goals as outlined by the company, with a focus on recurring revenue renewal, net retention, and revenue growth within the book of business for the Americas region.

• Establish key performance metrics to assess the health and efficiency of customer relationships, including leading indicators to forecast and influence renewal success.

• Motivate and inspire the team to maintain a positive, winning attitude in both sales and post-sales situations, supporting the broader go-to-market strategy despite challenges, including customer issues and external competition.

• Foster a creative, cooperative, and inspirational relationship with global company leadership.

Candidate Profile

PROS is seeking a motivated, ambitious leader to guide the Customer Success team through the next phase of SaaS growth. The Sr. Director of C