Sr Director Customer Success

Position Summary 

The Senior Director, Customer Success is a strategic leader responsible for driving customer value, portfolio retention, and long-term growth across a portfolio of enterprise retail customers. This role provides leadership and operational oversight for a team of Customer Success Directors, Managers, and Price Strategists, ensuring consistent execution of customer strategy, renewal management, and value realization across the region. The Senior Director partners closely with Sales, Product, Science, and Executive Leadership to align customer outcomes with Revionics’ AI-driven pricing, promotions, and markdown optimization solutions. By establishing strong executive relationships, standardizing customer success practices, and proactively managing portfolio health, this role ensures successful adoption of Revionics’ solutions while supporting expansion opportunities and long-term strategic partnerships. In addition, the Senior Director is responsible for strengthening the Customer Success operating model by driving best practices in account planning, analytics-driven value measurement, and cross-functional collaboration to deliver scalable and consistent customer outcomes. 

Core Responsibilities 

• Own renewal strategy for a portfolio of accounts, ensuring high retention and long-term contract value through proactive health management, value realization, and executive engagement. 

• Lead, coach, and develop a team of Customer Success Directors, Managers, and Price Strategists, providing guidance on customer strategy, escalation management, and best-practice account planning. 

• Own the regional Customer Success strategy, aligning customer outcomes, renewal performance, and expansion opportunities with the broader company growth objectives. 

• Partner with Sales on strategic deals and renewals, providing customer insight, value positioning, and executive engagement during late-stage sales cycles, renewals, and expansion opportunities. 

• Contribute to financial planning and P&L management for the region, ensuring customer success operations support revenue retention, margin targets, and scalable service delivery. 

• Lead the development of advanced analytics capabilities within Customer Success, establishing a Center of Excellence to drive best practices in pricing strategy, data analysis, and value measurement across the customer base. 

• Serve as the operational leader for the Customer Success organization, owning day-to-day execution, escalations, and team performance to allow senior leadership to focus on long-term strategy and growth initiatives. 

• Partner with senior leadership to optimize team structure and talent deployment, ensuring key team members such as Price Strategists and analytics specialists are positioned to deliver maximum value across enterprise accounts. 

• Provide a strategic, enterprise-level view of the Revionics product portfolio and customer success vision, ensuring teams align customer strategies with the long-term roadmap for AI pricing, promotions, and markdown optimization. 

• Drive adoption and measurable value of Revionics’ AI pricing, promotions, and markdown products, ensuring customers fully leverage analytics, forecasting, and optimization workflows. 

• Partner cross-functionally with Product, Science, Analytics, Engineering, and Operations to address customer needs, guide roadmap alignment, and accelerate issue resolution. 

• Establish and maintain executive-level relationships with customer leaders (VP+), acting as a trusted advisor and strategic partner. 

• Standardize customer success processes, including account planning, QBR/T2T preparation, success criteria development, and risk mitigation frameworks. 

• Monitor and report on customer health, value metrics, adoption trends, and renewal risk, ensuring data-driven decisions and transparency for internal stakeholders. 

• Identify and drive upsell and cross-sell opportunities in partnership with Sales, ensuring customers understand opportunities across Base, Promo, Markdown, and Analytics offerings. 

• Support operational excellence by contributing to CS methodology, internal training, team capacity management, and continuous improvement initiatives. 

Leadership Capabilities 

• People Leadership: Builds high-performing teams, provides clear coaching and feedback, and supports professional development and career growth. 

• Strategic Thinking: Connects Revionics’ product and AI roadmap to customer priorities; anticipates challenges and guides teams toward long-term, scalable solutions. 

• Executive Presence: Communicates confidently with senior external and internal stakeholders; able to translate analytics and technical concepts into business value. 

• Decision Making & Judgment: Uses data-driven insights to assess risks, prioritize actions, and allocate team resources effectively. 

• Change Leadership: Guides teams and customers through evolving product capabilities, organizational changes, and innovation in AI-enabled pricing. 

• Customer Obsession: Advocates for the customer across the organization while balancing business objectives; ensures value realization and strong partnership outcomes. 

• Collaboration & Influence: Builds cross-functional alignment, resolves conflicts constructively, and drives shared outcomes across CS, Product, Support, Sales, and Science.