Director - Customer Success

We're hiring a retention-focused,
Senior Customer Success Manager to own the health, renewal, and long-term value of a portfolio of enterprise customers across the US East Coast. This is a commercial Customer Success role — your north star is protecting and retaining revenue
: reducing churn, driving Gross Revenue Retention (GRR), and securing renewals across a book of large, complex enterprise accounts in the Procurement / Source-to-Pay space.

This is not a sales or new-logo role, and it is not a people-management role — you'll carry your own book of business as an individual contributor. It's also not a purely relationship-management seat: you will hold direct accountability for renewal and retention outcomes, and act as a trusted advisor to senior procurement and finance executives at some of the largest enterprises in North America.

You'll report directly to the VP of Customer Success.

• Retention & GRR — Direct accountability for Gross Revenue Retention across your book. Own renewal forecasting, at-risk account identification and recovery, churn prevention, and revenue protection.
• Renewals — Lead renewal strategy and execution end-to-end for your portfolio of enterprise accounts, hitting or exceeding GRR and renewal-rate targets.
• Executive relationships — Build and sustain trusted-advisor relationships with C-level and senior stakeholders (CPO, CFO, CIO, COO, VP Procurement, VP/Chief Supply Chain Officer) through Executive Business Reviews, QBRs, and value-realization discussions.
• Value realization — Drive strategic account and success planning, customer health management, adoption strategy, ROI/business-outcome alignment, risk mitigation, and escalation management.
• Customer advocacy — Serve as the voice of your customers internally, aligning product, support, and leadership around retention outcomes.

• 10–15 years in Enterprise SaaS Customer Success, Strategic Account Management, or Enterprise Account Management, personally managing large, complex enterprise portfolios (large ARR/ACV books).
• Demonstrated personal ownership of renewal, retention, GRR, or churn outcomes — ideally with quantified results (e.g. 90%+ GRR, measurable churn reduction, renewal rate, ARR retained).
• Procurement / Source-to-Pay domain expertise — meaningful experience across S2P / P2P, strategic sourcing, supplier and spend management, procurement transformation, CLM, or procurement operations.
• Hands-on familiarity with procurement platforms such as Coupa, SAP Ariba, Ivalua, GEP, Jaggaer, or Oracle Procurement.
• Proven ability to engage and influence C-level and senior executive stakeholders directly.
• Based on, or with significant enterprise-customer experience across, the US East Coast / North America.
• Authorization to work in the US (see note below).

• Experience carrying a defined renewal book of business with personal retention targets.
• Track record of turning around at-risk enterprise accounts.

Retention is the engine of our business. In this seat you'll directly influence the revenue we keep, working hands-on with the enterprises that depend on our platform to run their procurement operations. If you think commercially, love owning complex enterprise relationships yourself, and measure your success in retained and protected revenue, this is for you