Customer Success Director (US 05879)

US Delivery

Princeton

About Us

Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.

The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.We Are An Equal Opportunity Employer:

Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.

Job Description

The Customer Success Director is a strategic account execution role responsible for maximizing customer lifetime value across a portfolio of large enterprise customers in North America. This role executes renewal motions, drives net revenue growth through qualified expansion enablement, and builds executive relationships that directly influence retention, growth, and long-term partnership.

The ideal candidate brings deep domain expertise in Source-to-Pay (S2P) and ERP processes and can confidently engage senior stakeholders including CFOs, VPs of Supply Chain, and Chief Procurement Officers.

Core Responsibilities

Retention & Revenue Ownership

· Own and execute renewal motions to deliver Gross Revenue Retention (GRR) targets across assigned accounts

· Drive Net Revenue Retention (NRR) by proactively identifying, qualifying, and advancing Customer Success Qualified Leads (CSQLs) through value articulation and executive alignment

· Partner with Sales and Expansion teams to progress and close expansion opportunities

· Maintain a predictable renewal forecast with documented risks, mitigation plans, and stakeholder alignment

· Take decisive action to protect revenue in the face of adoption, satisfaction, or competitive risks

Strategic Account Leadership

· Build and execute strategic engagement plans as a trusted advisor to executive stakeholders

· Operate accounts on a disciplined cadence including success planning, QBRs, renewal preparation, and executive check-ins

· Lead QBRs, Success Plans, Value Plans, Roadmaps, and Executive Alignment Meetings

· Align Zycus capabilities to customer business goals and KPIs to ensure measurable value realization

· Advocate internally to ensure alignment across Product, Services, and Support

Customer Health & Risk Management

· Monitor customer health signals and take decisive action to remediate adoption gaps, stakeholder misalignment, or satisfaction risks before renewal impact

· Drive product utilization and adoption aligned to agreed success outcomes

· Own escalation management and executive communications for at-risk accounts

Customer Advocacy & Executive Engagement

· Build and sustain executive relationships that directly influence renewal decisions, expansion advocacy, and long-term partnership commitments

· Develop and manage customer advocacy programs including:

o References

o Case studies and testimonials

o Event participation and speaking opportunities

Cross-Functional Collaboration & Reporting

· Collaborate closely with Sales, Product, and Services to deliver a seamless enterprise customer experience

· Maintain a rigorous reporting cadence including:

o Renewal forecasts

o CSQL pipeline generation

o Advocacy progress

o Customer health and engagement activity

· Provide clear, actionable updates to leadership and cross-functional stakeholders

Success Metrics (KPIs)

· Gross Revenue Retention (GRR)

· Net Revenue Retention (NRR)

· Number and quality of CSQLs generated

· Advocacy participation (references, case studies, events)

· Engagement activity (QBRs, Success Plans, executive meetings)

· Customer Health Score

· Product adoption and utilization metrics

Core Competencies

· Renewal execution and retention strategy

· Enterprise expansion identification and enablement

· Source-to-Pay (S2P) and ERP process expertise

· Executive stakeholder influence and negotiation

· Customer advocacy program execution

· Value realization and outcome alignment

· Data-driven account management and health monitoring

Account Leadership Characteristics

· Action-oriented and accountable—owns outcomes, not just activity

· Customer-obsessed but commercially minded

· Data-driven decision maker

· Calm under pressure; thrives in ambiguity

· Builds trust quickly with customers and internal teams

Job Requirement

Qualifications

Required

· 8–12+ years of experience in Customer Success, Account Management, or Procurement Transformation roles

· Proven success executing renewals and expansion enablement in enterprise SaaS environments

· Strong understanding of Source-to-Pay (S2P) and ERP processes

· Executive presence with VP- and C-level stakeholders

Ideal

· Experience with SAP Ariba, Coupa, Oracle, or similar platforms

· Familiarity with Salesforce, Gainsight, ChurnZero, and customer analytics tools

· Background in procurement or supply chain transformation

Nice-to-Have

· Procurement certifications (CIPS, CPSM)

· Experience working with global delivery models (onshore/offshore)

Why Join Us

High-impact role directly influencing net revenue retention and customer lifetime value
Opportunity to work with large, strategic enterprise customers
Strong partnership with Customer Success and Product leadership
Competitive compensation with meaningful variable upside