Director of Customer Success

Zycus - Princeton, NJ

Full-time - Senior

Princeton, NJ

Professional, Scientific, and Technical Services

About the position

The Director of Customer Success at Zycus is responsible for managing key customer relationships, ensuring customer retention, and driving growth through cross-sell and upsell opportunities. This role involves overseeing a portfolio of key accounts in North America, collaborating with various teams to maximize customer satisfaction and product utilization, and acting as a trusted advisor to clients.

Responsibilities

• Manage and maintain strong relationships with key accounts, ensuring a high level of customer satisfaction and retention.
• Drive cross-sell and upsell initiatives to expand the use of our products within existing customer accounts.
• Proactively manage customer renewals, ensuring high renewal rates and identifying potential at-risk accounts.
• Collaborate with Sales and Marketing teams to develop strategies for identifying and capitalizing on cross-sell opportunities.
• Monitor customer health and usage metrics to anticipate potential issues and opportunities for engagement.
• Act as a trusted advisor to customers, providing insights and recommendations to help them maximize the value of our products.
• Partner with the Product and Engineering teams to communicate customer feedback and influence future product developments.
• Lead quarterly business reviews (QBRs) with key clients, presenting metrics, insights, and future roadmaps to drive continued success.

Requirements

• 12+ years of experience in Customer Success, Account Management, or a related field, with a proven track record of managing large customer accounts.
• Strong experience with SAAS business models, including renewals, cross-sell, and upsell strategies.
• Experience in Procurement Software, S2P software, or relevant industry sectors, especially in large consulting companies, will be an added advantage.
• Excellent communication, negotiation, and relationship-building skills, with a customer-centric approach.
• Analytical mindset with the ability to assess customer data and translate it into actionable insights.
• Experience working cross-functionally with Sales, Product, and Marketing teams.
• Ability to travel as needed to meet with customers and internal teams.