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Director, Customer Success Management (all genders)
Icertis · Frankfurt am Main, Germany
About The Role
- Drive customer adoption and value realization across assigned accounts.
- Build strong relationships with customer stakeholders and executive sponsors.
- Develop and execute customer success plans aligned to business objectives.
- Proactively identify risks and drive retention strategies.
- Use customer feedback and data insights to improve satisfaction and adoption.
- Promote new capabilities and encourage adoption of underutilized features.
- Act as the customer's advocate and partner with internal teams to resolve issues.
- Identify growth, expansion, and cross-sell opportunities within existing accounts.
- Manage customer escalations and ensure timely resolution of support issues.
- Lead business reviews and provide strategic recommendations to drive customer success.
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