Director, Customer Success Management (all genders)

As Director, Customer Success Management, you partner with customers to drive adoption and maximize value from the Icertis platform. You act as a trusted advisor, addressing critical issues and aligning customer needs with cross-functional teams to boost retention and long-term success. You will lead strategic relationships with executives, shape success plans, and advocate for customer goals across the organization. This role combines advisory influence with hands-on execution to realize business impact in a fast-paced environment. You will work with customers in Germany, with hybrid work options in Frankfurt and up to 30% travel; your focus is turning value into measurable outcomes.

• Drive 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
• Identify and mitigate risks, driving retention strategies
• Leverage feedback and data insights to improve satisfaction and adoption
• Promote new capabilities and drive adoption of underutilized features
• Advocate for customers and coordinate with internal teams to resolve issues
• Identify growth, expansion, and cross-sell opportunities within existing accounts
• Lead business reviews and provide strategic recommendations

• Experience in Customer Success, Program Management, Consulting, or similar customer-facing roles
• Proven ability to manage and grow strategic customer relationships
• Experience with senior stakeholders and executive sponsors
• Strong client engagement, communication, and influencing skills
• Trusted advisor mindset with rapid credibility-building
• Fluent in German and English
• Ability to manage multiple priorities in a fast-paced environment
• Experience identifying opportunities to increase customer value and adoption
• Strong AI mindset and experience with AI-powered solutions and intelligent automation
• Willingness to travel up to 30%

• excellent communication
• stakeholder management
• influencing skills
• AI-powered solutions
• intelligent automation
• data-driven decision making