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As Director of Customer Success Management at Icertis, you will partner with customers to drive adoption, maximize business value, and ensure successful outcomes with the Icertis contract intelligence 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. Key responsibilities include:
- 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
This is an individual contributor role without people management responsibilities. Candidates can be based anywhere in Germany; those in Frankfurt work hybrid with two days per week in the office.
Icertis is the global leader in AI-powered contract intelligence, trusted by more than one third of the Fortune 100 across 90+ countries. The platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance.
REQUIREMENTS:
- Experience in Customer Success, Program Management, Consulting, or 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 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%
