Lead and shape the future of enterprise customer retention and growth across key global regions. As Senior Director, Enterprise Renewals and Customer Success, you will oversee the Americas portfolio while influencing strategy across EMEA and APJ, ensuring alignment between Renewals, Sales, Customer Success, Finance, and Legal teams. Your leadership will directly impact Net Revenue Retention and long-term customer value within a scalable, data-driven ecosystem.
Key Responsibilities
- Design and implement standardized processes, workflows, and collaboration frameworks to strengthen renewal execution and operational efficiency across departments.
- Develop playbooks and training initiatives that empower teams to deliver consistent, high-impact customer engagements.
- Drive achievement of Account Growth Quotas by balancing renewal performance with expansion opportunities.
- Partner with sales leadership to ensure accurate forecasting of pipeline and bookings.
- Develop targeted strategies to re-engage lost enterprise accounts and recover revenue.
- Deliver actionable intelligence on customer behavior and market dynamics to inform executive decision-making.
- Advise senior leadership with clear, strategic insights drawn from complex renewal data and customer lifecycle trends.
- Define global renewal governance, pricing models, compliance standards, and strategic playbooks across regions.
- Engage directly with C-suite stakeholders to strengthen relationships and align on customer success outcomes.
- Recruit, develop, and mentor a high-performing team rooted in accountability, innovation, and continuous improvement.
Qualifications
Candidates should bring over a decade of leadership experience in Renewals, Sales, or Customer Success within enterprise environments. Demonstrated success in managing customer lifecycle strategies, navigating complex organizations, and leading cross-functional initiatives is essential. Strong negotiation skills, stakeholder management expertise, and change leadership capabilities are required. Prior experience in SaaS or subscription-based models is highly valued.
Benefits
- 30 days of paid vacation, plus 4 dedicated self-care days and 24 annual volunteer hours supported through a corporate giving program
- Comprehensive health, pension, and accident insurance coverage in line with statutory requirements
- Employer-matched supplemental pension plan with salary sacrifice options
- 24/7 worldwide supplemental accident protection
- Access to professional development resources including on-demand learning platforms, mentoring, workshops, and annual learning events
Equal Opportunity Employer
This organization is committed to fair and inclusive hiring practices. Employment decisions are made without regard to race, color, religion, gender, age, national origin, citizenship, disability, veteran status, or any other protected classification under applicable law. All candidate information is handled with strict confidentiality.
