Icertis · 1 day ago
Director of Strategic Customer Engagement
United States
Full-time
Remote
Director/Executive
$185K/yr - $265K/yr
10+ years expIcertis is the global leader in AI-powered contract intelligence, and they are seeking a Director of Strategic Customer Engagement. This role is responsible for leading high-impact customer engagements to reduce adoption risk and enhance long-term customer value through strategic interventions and executive alignment.
Artificial Intelligence (AI)Cloud Data ServicesCRMProcurementSaaS
Responsibilities
Lead end-to-end strategic customer engagements for high-risk, high-visibility, or high-value customers
Diagnose root causes of adoption gaps, dissatisfaction, and CDC risk across technology, process, governance, and enablement
Design and execute structured recovery and optimization plans with clear outcomes, milestones, and accountability
Serve as the primary executive engagement lead during critical moments, escalations, and inflection points
Re-establish alignment with customer executive sponsors on business objectives, success metrics, and program ownership
Facilitate executive-level discussions to reset expectations, clarify value realization paths, and reframe success
Translate complex platform, AI, and delivery realities into clear, outcome-focused narratives for customer leadership
Accelerate adoption of core and AI-powered Icertis capabilities as part of structured intervention programs
Identify opportunities to simplify, re-sequence, or re-scope customer adoption to unlock faster time-to-value
Partner with Product and Consulting teams to address adoptability gaps and AI readiness barriers uncovered during engagements
Orchestrate cross-functional teams across Customer Success, Sales, Consulting, Support, Product, and Partners to deliver against recovery and optimization plans
Establish clear ownership, decision rights, and escalation paths across internal and customer stakeholders
Ensure follow-through and measurable progress against agreed outcomes
Identify systemic patterns across strategic engagements and translate them into improvements in playbooks, enablement, and engagement models
Inform leadership on recurring CDC drivers, adoption barriers, and AI enablement gaps
Contribute to the evolution of enterprise customer engagement frameworks, adoption playbooks, escalation models, and executive governance for 2026
Act as a senior advisor to Customer Success leadership on complex customer situations and strategic decisions
Mentor Customer Engagement and CSM leaders on executive engagement, risk management, and value-based conversations
Represent Icertis as a senior thought leader in executive briefings, customer councils, and strategic forums
Qualification
Required
10+ years of senior customer-facing leadership experience in enterprise SaaS, technology, consulting, or complex platform environments
Demonstrated success leading executive-level customer interventions, escalations, and transformation initiatives
Strong ability to diagnose complex, multi-factor customer challenges and drive structured, outcome-oriented resolution
Executive presence with credibility to engage C-suite and senior stakeholders in high-stakes situations
Deep understanding of enterprise adoption dynamics, change management, and value realization
Experience with AI-enabled platforms and driving adoption of advanced capabilities in enterprise environments
Ability to influence without direct authority and orchestrate cross-functional teams
Bachelor's Degree required; MBA or equivalent experience preferred
Willingness to travel up to 50–60%
Benefits
Robust medical, dental, vision, and mental health benefits.
Employee Assistance Program (EAP).
Equity (RSUs) and shared ownership in the company.
Generous 401(k) match.
Flexible work environment.
Paid maternity and paternity leave.
Generous holiday and PTO program.
CaaS (Coaching as a Service).
Annual personal development allowance.
7 Days for Humanity – seven paid volunteer days annually.
Global and regional DEIB steering committees and employee resource groups (ERGs).
Global DEIB training programs and guest speakers throughout the year.
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