[Remote] Director of Customer Success

Note: The job is a remote job and is open to candidates in USA. Zycus is a recognized market leader in Source-to-Pay innovation, and they are seeking a Director of Customer Success to maximize customer lifetime value across large enterprise customers in North America. This role focuses on executing renewal motions, driving revenue growth, and building executive relationships to influence retention and long-term partnerships.ResponsibilitiesOwn and execute renewal motions to deliver Gross Revenue Retention (GRR) targets across assigned accountsDrive Net Revenue Retention (NRR) by proactively identifying, qualifying, and advancing Customer Success Qualified Leads (CSQLs) through value articulation and executive alignmentPartner with Sales and Expansion teams to progress and close expansion opportunitiesMaintain a predictable renewal forecast with documented risks, mitigation plans, and stakeholder alignmentTake decisive action to protect revenue in the face of adoption, satisfaction, or competitive risksBuild and execute strategic engagement plans as a trusted advisor to executive stakeholdersOperate accounts on a disciplined cadence including success planning, QBRs, renewal preparation, and executive check-insLead QBRs, Success Plans, Value Plans, Roadmaps, and Executive Alignment MeetingsAlign Zycus capabilities to customer business goals and KPIs to ensure measurable value realizationAdvocate internally to ensure alignment across Product, Services, and SupportMonitor customer health signals and take decisive action to remediate adoption gaps, stakeholder misalignment, or satisfaction risks before renewal impactDrive product utilization and adoption aligned to agreed success outcomesOwn escalation management and executive communications for at-risk accountsBuild and sustain executive relationships that directly influence renewal decisions, expansion advocacy, and long-term partnership commitmentsDevelop and manage customer advocacy programs including:ReferencesCase studies and testimonialsEvent participation and speaking opportunitiesCollaborate closely with Sales, Product, and Services to deliver a seamless enterprise customer experienceMaintain a rigorous reporting cadence including:Renewal forecastsCSQL pipeline generationAdvocacy progressCustomer health and engagement activityProvide clear, actionable updates to leadership and cross-functional stakeholdersSkills8–12+ years of experience in Customer Success, Account Management, or Procurement Transformation rolesProven success executing renewals and expansion enablement in enterprise SaaS environmentsStrong understanding of Source-to-Pay (S2P) and ERP processesExecutive presence with VP- and C-level stakeholdersExperience with SAP Ariba, Coupa, Oracle, or similar platformsFamiliarity with Salesforce, Gainsight, ChurnZero, and customer analytics toolsBackground in procurement or supply chain transformationProcurement certifications (CIPS, CPSM)Experience working with global delivery models (onshore/offshore)BenefitsCompetitive compensation with a meaningful variable component tied directly to retention and expansion success.Company OverviewZycus offers a full suite of procurement performance software that delivers spend management solutions. It was founded in 1998, and is headquartered in Princeton, New Jersey, USA, with a workforce of 1001-5000 employees. Its website is http://www.zycus.com.