Position Summary

The Director of Customer Success and Account Executive reports to the CRO and leads the Customer Success organization and manages a team of CSMs & AEs. This role owns the execution and continuous improvement of the Customer Success Framework to ensure measurable value delivery, client retention, and expansion across all managed accounts. This includes providing executive oversight and leadership for critical strategic accounts, such as NS/2 accounts.

This Director orchestrates alignment among SDM (Delivery) and ETO/PMO to translate operational performance into business outcomes, maintain portfolio health and renewals, and provide executive visibility into risks, opportunities, and forecasted growth.

Simultaneously, this role manages the commercial relationship with assigned clients, ensuring contractual compliance, renewal readiness, and margin integrity. As accounts mature, the Director supports the identification of expansion opportunities, partnering with the CSM and Delivery teams to align financial governance, renewals, and expansion planning. This role does not engage in new logo sales.

Key Responsibilities

• Own renewals, pricing discussions, and contract governance for assigned clients.
• Maintain accurate revenue and margin forecasts, ensuring PO coverage and financial integrity.
• Collaborate with Delivery and ETO/PMO teams to evaluate scope changes, resource impacts, and service maturity before any proposal or adjustment.
• When value realization is demonstrated, support expansion planning within existing accounts (upsell, cross-sell, scope increases).
• Maintain CRM accuracy and provide executive visibility into renewal pipeline, revenue status, and forecast variances.
• Coordinate with Finance to ensure invoicing accuracy, timely renewals, and compliance with contractual terms.
• Contribute financial insights during QBRs and executive reviews to strengthen renewal posture and identify growth readiness.
• Lead and evolve apiphani’s Customer Success strategy, framework, and KPIs.
• Oversee account segmentation, health scoring, and executive QBRs.
• Align CSM, SDM, and ETO/PMO roles to ensure accountability and operational execution.
• Guide CSMs and AMs in developing and executing Success Plans tied to client outcomes.
• Mentor and develop the Customer Success team; establish consistent playbooks and cadences.
• Represent Customer Success in cross-functional planning, forecasting, and strategic decision-making.

Skills and Experience

• 10+ years in Customer Success / Account / Delivery leadership or commercial operations for enterprise tech or managed services.
• Experience operating within highly regulated industries (e.g., government, financial services, healthcare) or similarly high-compliance environments is required.
• Proven track record building/operating a CS framework (segmentation, health scoring, QBRs, playbooks).
• Strong financial and contractual acumen: skilled in margin, revenue forecasting, renewal economics, and portfolio planning.
• Proven ability to manage complex renewals and margin optimization.
• Executive presence: able to influence CRO/CDO/CFO peers and brief the ELT/Board.
• Change leadership and org design: hiring, coaching, and scaling teams.
• Data-oriented: comfort with dashboards/BI, Excel/Sheets; metrics design and enforcement.
• Excellent collaboration with CSMs, Delivery, and Finance teams.
• Familiarity with CRM and financial systems for reporting accuracy.
• Familiarity with enterprise delivery models (e.g., ITIL) and major ERP systems (e.g., SAP) or adjacent large-scale enterprise solutions (nice to have).