Prosci · 6 hours ago
Global Director, Customer Success
United States
Full-time
Remote
Director/Executive
$140K/yr - $150K/yr
10+ years expProsci is a purpose-driven organization focused on change management and empowering customers with lasting change resiliency. The Global Director, Customer Success will lead a team of Customer Success professionals, ensuring client engagement delivers meaningful value and drives adoption, while defining and executing the customer success strategy for enterprise accounts.
AssociationConsultingEducation
Responsibilities
Lead, coach, and develop a high-performing Customer Success team that delivers consistent, exceptional experiences for enterprise clients
Define and execute strategic priorities for client retention, adoption, and growth in alignment with company objectives
Define and execute on key enterprise Membership offerings and manage the process from onboarding to renewals and retention of new enterprise clients
Establish scalable processes, metrics, and best practices to ensure operational excellence and consistent delivery across all accounts
Serve as a voice of the customer within Prosci—advocating for client needs, sharing insights, and influencing business strategy
Set clear goals and expectations for team members, providing regular feedback, coaching, and professional development opportunities
Build a culture of accountability, collaboration, and continuous learning
Partner with HR and leadership to identify, recruit, and onboard top customer success talent
Empower the team to take ownership of client outcomes while maintaining alignment to Prosci's values and standards
Oversee client health monitoring, reporting, and analysis to identify trends, risks, and opportunities across the portfolio
Ensure effective collaboration between Customer Success, Sales, Consulting, and Product teams to deliver integrated client solutions
Partner with Revenue Operations to refine processes, improve data accuracy, and drive efficiency through tools and technology (including Salesforce)
Standardize account planning, renewal management, and success measurement frameworks across the team
Support high-value enterprise relationships as an executive sponsor, ensuring alignment on strategic priorities and long-term partnership goals
Collaborate with the Sales and Consulting leadership teams to ensure seamless handoffs and consistent client experience post-sale
Participate in quarterly business reviews (QBRs) and internal planning sessions to share customer insights and inform go-to-market strategy
Qualification
Required
Bachelor's degree in Business, Communications, or related field (or equivalent professional experience)
10+ years of experience in Customer Success, Account Management, or related field, with at least 5 years in a leadership role
Experience in professional services, consulting, SaaS, or change management environments
Demonstrated success leading customer-facing teams, driving retention, and influencing cross-functional strategy
Strong familiarity with CRM systems and analytics platforms; Salesforce experience preferred
Skilled in operational planning, reporting, and KPI management for customer success teams
Proven ability to lead through change and scale operations with a growing organization
Track record of using data-driven insights to enhance client engagement and team performance
Understanding of change management principles and their business application (ADKAR® experience is a plus)
Experience leading distributed or virtual teams across time zones
Strategic Leadership: Guides team efforts with clarity and vision, aligning customer success initiatives with business outcomes
Develops Talent: Invests in the growth and success of others through coaching, mentorship, and clear feedback
Customer Focus: Champions client needs while balancing business goals, driving satisfaction, loyalty, and measurable results
Collaborates: Builds trust and alignment across departments, fostering open communication and shared accountability
Drives Results: Translates strategy into action, using data and insights to guide priorities and performance
Decision Quality: Makes informed, timely decisions that balance customer needs and organizational goals
Benefits
Comprehensive wellness benefits
Generous flexible paid time off
Holidays and volunteer time
Medical
Dental
Vision
Long-term and short-term disability programs
Life insurance
Pet insurance
401k with company matching
Access to LinkedIn Learning
Company
Prosci
Prosci is a change management firm.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Leeds Equity Partners
2016-12-20Private Equity
Leadership Team
Shawn Sutherland
Principal Talent Partner & Global Center of Acceleration Leader
Recent News
2025-10-16
Business Wire India
2022-11-02
Company data provided by crunchbase