Director, Customer Success Management (all genders)

As a Director, Customer Success Management, you will partner with customers to drive adoption, maximize business value, and ensure successful outcomes with the Icertis 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. Location: Candidates can be based anywhere in Germany. For those based in Frankfurt, we work in a hybrid model, with two days per week spent collaborating with colleagues in our Frankfurt office. This is an individual contributor role without people management responsibilities. #LI-MV1 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. Experience in Customer Success, Program Management, Consulting, or a 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 the 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%.