Icertis · 1 day ago
Associate Vice President, Customer Experience & Success
New York, NY
Full-time
Hybrid
Director/Executive
10+ years expIcertis is a leader in contract lifecycle management solutions, and they are seeking an Associate Vice President for Customer Experience & Success. This role focuses on transforming customer engagement and adoption while leveraging AI to enhance customer success and operational efficiency.
Artificial Intelligence (AI)Cloud Data ServicesCRMProcurementSaaS
Responsibilities
Act as the primary executive engagement leader for top-tier customers, ensuring alignment on business objectives, adoption goals, and measurable outcomes
Drive high-impact customer engagement that results in sustained platform adoption, renewals, and expansion
Partner with senior customer stakeholders to translate strategic priorities into outcome-based success plans
Lead value realization discussions connecting platform usage, contract data, and AI insights to tangible business results
Accelerate adoption of core and AI-powered Icertis capabilities, moving customers from enablement to optimization and innovation
Introduce new and underutilized platform features, clearly articulating value to motivate execution and change
Evolve enablement approaches toward role-based, use-case-driven, and usage-informed engagement models
Partner with Product and Consulting teams to influence solution adoptability and AI readiness based on customer feedback
Proactively identify, forecast, and mitigate churn and adoption risk using health, usage, and engagement signals
Build and execute targeted action plans to address NPS feedback, improve satisfaction, and increase customer reference-ability
Identify and support expansion and cross-sell opportunities aligned to customer maturity and outcomes
Own and drive renewal readiness for assigned strategic customers by ensuring adoption, value realization, and executive alignment are established well in advance of renewal milestones
Partner closely with Sales and Renewals teams to support high-quality, predictable renewals grounded in demonstrated customer outcomes rather than last-minute commercial negotiations
Proactively identify upsell and expansion opportunities based on customer maturity, usage patterns, AI adoption readiness, and evolving business objectives
Support joint account planning with Sales by providing insight into adoption health, risk areas, and expansion timing, ensuring customer success motions and commercial strategies are aligned
Hire, develop, mentor, and upskill Customer Experience talent to operate as trusted advisors and value leaders
Define and evolve Customer Success competencies, including business acumen, CLM expertise, data interpretation, and AI fluency
Establish scalable processes, playbooks, and engagement standards to enable consistent, high-quality customer experiences
Serve as a player / coach by modeling best-in-class customer Experience while building team capability
Work cross-functionally with Sales, Product, Consulting, Support, and Partners to deliver seamless customer outcomes
Leverage platforms such as Gainsight to operationalize health scoring, predictive insights, and engagement prioritization
Contribute to continuous improvement by sharing best practices, success stories, and learnings across the global Customer Success organization
Represent Icertis as a subject matter expert at customer, partner, and industry events
Qualification
Required
10+ years of customer-facing leadership experience across enterprise SaaS, technology, procurement, contracting, legal, commercial, and/or consulting environments
Proven success managing and growing strategic enterprise accounts with senior executive stakeholders
Ability to operate effectively in complex, high-growth, and ambiguous environments
Strong executive presence with the ability to build credibility and trust at all levels of customer organizations
Experience aligning customer business challenges with platform and AI-enabled solutions
Passion for developing talent and leading high-performing, collaborative teams
Bachelor's Degree required
Willingness to travel up to 60%
Preferred
MBA or equivalent experience preferred
Company
Icertis
Icertis is an AI-powered contract management platform that ensures compliance and minimizes risk.
1001-5000 employees
H1B Sponsorship
Icertis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (4)
2023 (11)
2022 (18)
2021 (20)
2020 (10)
Funding
Current Stage
Late StageTotal Funding
$641.5MKey Investors
B CapitalSilicon Valley BankSAP
2025-07-01Debt Financing· $75M
2025-03-19Series Unknown· $50M
2023-03-01Secondary Market
Leadership Team
Anand Subbaraman
Chief Executive Officer
Monish Darda
Co-founder and CTO
Recent News
2025-12-27
Company data provided by crunchbase