Director, Customer Success

As a Director, Customer Success at Corcentric, you will join a collaborative team within an ambitious, entrepreneurial global organization. You will be responsible for the strategic direction, performance, and continuous improvement of a team of Customer Success Managers (CSMs), ensuring our customers achieve maximum value from our solutions and driving strong customer satisfaction, retention, and growth.

We're a team of fierce customer advocates relentlessly committed to doing what is best for the customer and Corcentric. We view Customer Success as a strategic function that sits at the heart of customer outcomes, solution adoption, and organizational health. Our leaders foster collaboration, coach with empathy, and create an environment of accountability, innovation, and excellence.

This key position reports to the VP, Global Customer Success within our Global Client Services team. If you are energized by leading teams that deliver transformational impact for enterprise customers, this is your opportunity to shape the future of Customer Success at Corcentric.

As a Director, Customer Success, you will:

• Lead and manage a team of Customer Success Managers (CSMs) driving a high-performance, customer-centric culture aligned with company goals.
• Lead and manage the North American S2P Customer Success team, consisting of 10-15 CSMs, driving a high-performance, customer-centric culture aligned with company goals.
• Own the strategy and execution of customer lifecycle activities across onboarding, adoption, value realization, retention, and expansion for all North American S2P accounts.
• Serve as executive sponsor and escalation point for strategic accounts, ensuring proactive risk mitigation, issue resolution, and long-term customer health.
• Develop and implement processes, playbooks, and best practices to improve operational efficiency, customer outcomes, and team productivity.
• Partner cross-functionally with Sales, Product, Delivery, Support, and Marketing to ensure a
• coordinated and frictionless customer experience.
• Drive customer engagement through consistent executive business reviews (EBRs), success planning, and value reinforcement activities led by your team.
• Coach and mentor CSMs on strategic account management, stakeholder alignment, consultative engagement, and commercial growth enablement.
• Monitor and report on key performance indicators such as Net Revenue Retention (NRR), churn, adoption metrics, and customer satisfaction (CSAT/NPS).
• Advocate internally for customer needs, influencing product roadmap, services development, and support improvements based on field insights.
• Identify and champion opportunities to expand the S2P footprint across customer organizations in partnership with Sales.
• Foster a culture of continuous improvement, learning, and career development across the Customer Success team.

You'll need to have:

• A Bachelor's degree in business or a relevant field.
• Approximately 10+ years of Customer Success experience in the SaaS space.
• Approximately 5+ years of leadership experience, including demonstrated success managing a Customer Success team that manage complex, multi-stakeholder enterprise relationships in a SaaS or technology-enabled services environment.
• Strong Source-to-Pay (S2P), Source-to-Contract (S2C) or Procure-to-Pay (P2P) domain knowledge and relevant industry experience (Fintech, Banking, Payments, etc.)
• Proven ability to drive operational excellence and team results through scalable processes, tools, and performance management practices.
• Strong business acumen and executive presence, with the ability to influence internal and external stakeholders at all levels.
• Exceptional collaboration and interpersonal skills, with the ability to foster a team culture of engagement and achievement.
• High emotional intelligence, with the ability to effectively communicate critical feedback and coach team members to continuously improve performance.
• High level of organization, initiative, and accountability with a strong focus on outcomes and metrics, approaching challenges strategically and tactically to steer positive outcomes.
• Strong discernment, with the ability to effectively evaluate potential short- and long-term impacts, and make informed, sound decisions in support of department goals and initiatives.
• Proficiency with Customer Success platforms (e.g., Gainsight, Totango), CRM tools (e.g., Salesforce), and productivity tools including MS Excel and PowerPoint
• Ability to travel approximately 15% for client meetings, events, and team-building

(We want to make sure you're set up to succeed, and we view these as the critical skills you'll need to achieve great things at Corcentric!)

It's great if you also have:

• An MBA or relevant graduate degree

At Corcentric, we know that the hard work of our employees is what drives the success of our organization. We care about who you are and what you value, both inside and outside of work.

Within our organization, you will have the opportunity to work with smart, collaborative team members and approachable leaders. Our down-to-earth, solutions-oriented culture means you'll have the opportunity to get hands-on with interesting work projects and be able to draw a short line from your contributions to business impacts. We prioritize professional development and encourage cross-functional promotional opportunities to enable you to reach your career goals. We have been in business for over 28 years and are thrilled to be actively growing and scaling our teams accordingly - it's an exciting environment and a great time to join.

We also recognize the importance of work-life balance and want to support your efforts to take care of your health and well-being and the health and well-being of those who depend upon you. In support of this, we are proud to offer a comprehensive benefits package to our full-time team members, including:

• Generous annual paid time off program that increases with tenure
• Eight paid holidays plus three personal holidays to recognize or celebrate an occasion that is important to you
• An annual paid day off to volunteer for causes that are near and dear to you
• Paid maternity, paternal/secondary caregiver, and adoptive parent leave
• Company-paid life and disability insurance
• 401k program with a company match
• Medical insurance plan options ranging from a traditional PPO to High Deductible Health Plan options that feature a company HSA contribution
• Dental plan - including orthodontia coverage
• Vision plan - including discount for LASIK surgery
• All medical, dental, and vision insurance plans are available from the first of the month following your start date - no extended waiting period to be eligible!
• A no-cost Employee Assistance Program - 24/7 access to confidential counseling services and a wide range of additional support and professional services

EEO Statement

Our roles require routine use of standard office equipment, such as computers, keyboards, printers, phones, and filing cabinets. You may need to type, reach, and lift office materials of a reasonable weight. Travel may also be required based on job responsibilities and business needs.

Corcentric does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Work Environment & Physical Demands

This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee is regularly required to see, talk, and hear. Willing and able to travel as required by job responsibilities and business needs.