Senior Director, Customer Success

Who We Are:

In today’s work environment, employees use a myriad of devices to access IT applications and data over multiple networks to stay productive, wherever and however they work. Ivanti elevates and secures Everywhere Work so that people and organizations can thrive.

While our headquarters is in the U.S., half of our employees and customers are outside the country. We have 36 offices in 23 nations, with significant offices in London, Frankfurt, Paris, Sydney, Shanghai, Singapore, and other major cities around the world.

Ivanti’s mission is to be a global technology leader enabling organizations to elevate Everywhere Work, automating tasks that discover, manage, secure, and service all their IT assets. Through diverse and inclusive hiring, decision-making, and commitment to our employees and partners, we will continue to build and deliver world-class solutions for our customers. 

Our Culture - Everywhere Work Centered Around You

At Ivanti, our success begins with our people. This is why we embrace Everywhere Work across the globe, where Ivantians and our customers are thriving. We believe in a healthy work-life blend and act on it by fostering a culture where all perspectives are heard, respected, and valued. Through Ivanti’s Centered Around You approach, our employees benefit from programs focused on their professional development and career growth.

 

We align through our core values by locking arms in collaboration, being champions for our customers, focusing on the outcomes that matter most and fighting the good fight against cyber-attacks.  Are you ready to join us on the journey to elevate Everywhere Work? 

 

Why We Need You!

 

Senior Director, Digital and Scale Customer Success

The Senior Director, Customer Success leads a team that ensures that our customers derive maximum value and utilization from our products and services such that they renew, expand leveraging a hybrid digital/CSM model. In this role, you will be implementing operational processes, building strong cross-functional relationships, and mentoring the team to exceed their goals of adoption, retention and customer satisfaction.  Success in this role will be measured by driving NRR and NPS improvements.

 

What You Will Be Doing:

 

• Designing a CS Scale program, including process flows, systems integrations, dashboards, and clear success criteria/measurements
• Working closely with the Marketing team to design and implement digital strategy tied to customer lifecycle management, product adoption, and identify potential churn risk.
• Manage a team of high performing Customer Success Managers, including:
  • Regular one-on-one meetings focused on account management and professional development
  • Regular performance reviews
  • Hiring and onboarding new hires
• Contributing to strategy and operational management of the Customer Success team by developing and improving processes
• Develop and maintain strong relationships with “first team” peers including CS team members, sales, support, services, and product
• Attend customer meetings and establish executive level relationships
• Maintain deep understanding of our Product Suite, with the ability to communicate to customers relevant solutions during strategic business reviews
• Provide customer feedback into ivanti to drive improvements (product, pricing, support, services, etc)
• Identify upsell and growth opportunities and collaborate with sales teams to ensure growth attainment.

 

To Be Successful in The Role, You Will Have:

 

• -10 years in a Customer Success or related field within an Enterprise software company
• 5+ years of people management experience
• Demonstratable success managing a digital or Scaled/HUB CS program (preferred 1000+ customers)
• Ability to learn fast, shift directions, and work collaboratively on a highly effective team.
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
• Software experience, preferably SAAS software, driving, measuring and managing to adoption
• Experience operationalizing CS programs using data and CS tools/systems
• Ability to prioritize, multi-task, and perform effectively under pressure.

 

 

At Ivanti, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marita