Director, Customer Success

Director, Customer Success

As a Director, Customer Success at Corcentric, you will join a collaborative team within an ambitious, entrepreneurial global organization. You will be responsible for the strategic direction, performance, and continuous improvement of a team of Customer Success Managers (CSMs), ensuring our customers achieve maximum value from our solutions and driving strong customer satisfaction, retention, and growth.

We're a team of fierce customer advocates relentlessly committed to doing what is best for the customer and Corcentric. We view Customer Success as a strategic function that sits at the heart of customer outcomes, solution adoption, and organizational health. Our leaders foster collaboration, coach with empathy, and create an environment of accountability, innovation, and excellence.

This key position reports to the VP, Global Customer Success within our Global Client Services team. If you are energized by leading teams that deliver transformational impact for enterprise customers, this is your opportunity to shape the future of Customer Success at Corcentric.

As a Director, Customer Success, you will :

• Lead and manage a team of Customer Success Managers (CSMs) driving a high-performance, customer-centric culture aligned with company goals.
• Lead and manage the North American S2P Customer Success team, consisting of 1015 CSMs, driving a high-performance, customer-centric culture aligned with company goals.
• Own the strategy and execution of customer lifecycle activities across onboarding, adoption, value realization, retention, and expansion for all North American S2P accounts.
• Serve as executive sponsor and escalation point for strategic accounts, ensuring proactive risk mitigation, issue resolution, and long-term customer health.
• Develop and implement processes, playbooks, and best practices to improve operational efficiency, customer outcomes, and team productivity.
• Partner cross-functionally with Sales, Product, Delivery, Support, and Marketing to ensure a coordinated and frictionless customer experience.
• Drive customer engagement through consistent executive business reviews (EBRs), success planning, and value reinforcement activities led by your team.
• Coach and mentor CSMs on strategic account management, stakeholder alignment, consultative engagement, and commercial growth enablement.
• Monitor and report on key performance indicators such as Net Revenue Retention (NRR), churn, adoption metrics, and customer satisfaction (CSAT / NPS).
• Advocate internally for customer needs, influencing product roadmap, services development, and support improvements based on field insights.
• Identify and champion opportunities to expand the S2P footprint across customer organizations in partnership with Sales.
• Foster a culture of continuous improvement, learning, and career development across the Customer Success team.