Director, Customer Success Management (all genders)

Job Description

As a Director, Customer Success Management, you will partner with customers to drive adoption, maximize business value, and ensure successful outcomes with the Icertis platform. Acting as a trusted advisor, you will help customers achieve their objectives, manage critical issues, and advocate for their needs across the organization. You will collaborate closely with cross‑functional teams to enhance the customer experience, strengthen retention, and support long‑term customer success.

Job Description

As a Director, Customer Success Management, you will partner with customers to drive adoption, maximize business value, and ensure successful outcomes with the Icertis platform. Acting as a trusted advisor, you will help customers achieve their objectives, manage critical issues, and advocate for their needs across the organization. You will collaborate closely with cross‑functional teams to enhance the customer experience, strengthen retention, and support long‑term customer success.

Location: Candidates can be based anywhere in Germany. For those based in Frankfurt, we work in a hybrid model, with two days per week spent collaborating with colleagues in our Frankfurt office.

This is an individual contributor role without people management responsibilities.

#GermanyRemote

Responsibilities

• 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.

Qualifications

• Experience in Customer Success, Program Management, Consulting, or a similar customer‑facing role.
• Proven ability to manage and grow strategic customer relationships.
• Experience working with senior stakeholders and executive sponsors.
• Strong customer engagement, communication, and influencing skills.
• Trusted advisor mindset with the ability to build credibility quickly.
• 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, intelligent automation, and driving customer value through technology adoption.
• Willingness to travel up to 30%.

About Us

Icertis is the global leader in AI‑powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.

About The Team

Who we a re: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values Fairness, Openness, Respect, Teamwork and Execution which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non‑discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e‑mail with your request to or get in touch with your recruiter.