Senior Director, Strategic Customer Success

Job Description

Senior Director, Strategic Customer Success

Job Leveling

M5

Summary/objective

The Senior Director, Strategic Customer Success is responsible for leading a team of Strategic Customer Success Managers (SCSMs) and Senior Strategic Customer Success Managers (Sr. SCSMs) to drive customer retention, expansion, and long-term success. This role establishes the strategic vision for high-value customer engagement, aligning cross-functional initiatives to optimize customer experience, maximize value attainment, and drive advocacy. The Senior Director plays a critical role in ensuring alignment between Customer Success, Sales, Implementation, Marketing, and Product teams to enhance the overall customer journey.

Core Job Duties

• Owns team metrics and develops strategies to exceed goals related to expansion, churn mitigation, customer success planning, and customer satisfaction and advocacy
• Serves as a key escalation point for high-value strategic accounts, assisting team members in resolving complex customer challenges and capitalizing on growth opportunities
• Develops and executes customer success strategies for enterprise-level and high-value accounts, ensuring strong executive relationships and strategic alignment
• Oversees the team's operations and productivity, tracking and reporting critical customer success KPIs, including customer health scores, retention, referrals, and expansion metrics
• Coaches and mentors direct reports through 1:1s and development plans, identifying growth opportunities and ensuring continuous team improvement and engagement
• Monitors team capacity, hiring, training, and developing team members to meet evolving business needs
• Removes roadblocks, acts as a cross-departmental liaison, and develops procedures and policies to increase efficiency and effectiveness in customer engagement and escalation management
• Partners with Sales leadership to refine customer engagement strategies and ensure seamless transitions from sales to customer success
• Supports team members in renewal strategy, contract negotiations, and pricing discussions to optimize retention and revenue growth
• Collaborates with the Chief Customer Officer to review team performance, budget allocation, and key customer success initiatives
• Maintains an in-depth understanding of company products, industry trends, and best practices to drive innovation in customer success strategies
• Continuously enhances customer success tools, enablement resources, and operational efficiencies to scale and optimize the function

Job Complexity

Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company. Participates in corporate development of methods, techniques, and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate requirements.

Interaction

Regularly interacts with executives and/or major customers. Interactions frequently

involve special skills, such as negotiating with customers or management or attempting to influence senior-level leaders regarding matters of significance to the organization.

Supervision

Directs and controls the activities of a broad functional area, typically through several department managers within the company. Strong understanding of people management strategies and how to develop leaders in their function to be successful. Builds and supports high-functioning, motivated teams.

Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.

Experience

Typically requires a bachelor's degree and 12+ years of direct experience, with 8+ years of leadership experience. May require an advanced degree.

Scope

Participates with other senior managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations' effective achievement of objectives.

Able to lead and support their function while continually achieving impact and improvements across all areas.

Discretion

Erroneous decisions will seriously impact division or company operations.

Minimum Qualifications

• Proven ability to lead and scale a customer success organization, particularly in high-growth or enterprise environments
• Strong track record of driving measurable customer retention, expansion, and advocacy outcomes
• Experience leading strategic initiatives across cross-functional teams, including Sales, Implementation, Marketing, and Product
• Ability to analyze data with attention to detail, prioritize effectively, and execute with a high degree of quality in a fast-paced, evolving environment
• Proficiency in customer success technology, including CRM platforms and customer success management tools such as ChurnZero
• Exceptional executive communication, presentation, and negotiation skills
• Strong problem-solving capabilities, with a bias for action and the ability to resolve complex customer challenges effectively
• Ability to confidently manage renewal discussions, including pricing and contract negotiations
• Experience working in HCM, SaaS, or a related industry with a deep understanding of customer lifecycle management

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift to 15 pounds.

Travel Required

Yes, up to 10% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Exempt

Location

Any

Internal Job Title

Senior Director, Strategic Customer Success

Effective Date

03/18/2025

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management, and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

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