Zycus · 1 day ago
Director of Customer Success
United States
Full-time
Remote
Director/Executive
8+ years expZycus is seeking a Director of Customer Success to maximize customer lifetime value across a portfolio of large enterprise customers in North America. This strategic role involves executing renewal motions, driving net revenue growth, and building executive relationships to influence retention and long-term partnerships.
AnalyticsEnterprise SoftwareProcurementSaaSSoftware
Hiring Manager
Saraswati Thokale
Responsibilities
Own and execute renewal motions to deliver Gross Revenue Retention (GRR) targets across assigned accounts
Drive Net Revenue Retention (NRR) by proactively identifying, qualifying, and advancing Customer Success Qualified Leads (CSQLs) through value articulation and executive alignment
Partner with Sales and Expansion teams to progress and close expansion opportunities
Maintain a predictable renewal forecast with documented risks, mitigation plans, and stakeholder alignment
Take decisive action to protect revenue in the face of adoption, satisfaction, or competitive risks
Build and execute strategic engagement plans as a trusted advisor to executive stakeholders
Operate accounts on a disciplined cadence including success planning, QBRs, renewal preparation, and executive check-ins
Lead QBRs, Success Plans, Value Plans, Roadmaps, and Executive Alignment Meetings
Align Zycus capabilities to customer business goals and KPIs to ensure measurable value realization
Advocate internally to ensure alignment across Product, Services, and Support
Monitor customer health signals and take decisive action to remediate adoption gaps, stakeholder misalignment, or satisfaction risks before renewal impact
Drive product utilization and adoption aligned to agreed success outcomes
Own escalation management and executive communications for at-risk accounts
Build and sustain executive relationships that directly influence renewal decisions, expansion advocacy, and long-term partnership commitments
Develop and manage customer advocacy programs including references, case studies and testimonials, event participation and speaking opportunities
Collaborate closely with Sales, Product, and Services to deliver a seamless enterprise customer experience
Maintain a rigorous reporting cadence including renewal forecasts, CSQL pipeline generation, advocacy progress, customer health and engagement activity
Provide clear, actionable updates to leadership and cross-functional stakeholders
Qualification
Required
8–12+ years of experience in Customer Success, Account Management, or Procurement Transformation roles
Proven success executing renewals and expansion enablement in enterprise SaaS environments
Strong understanding of Source-to-Pay (S2P) and ERP processes
Executive presence with VP- and C-level stakeholders
Experience with Zycus, Coupa, GEP, SAP Ariba, Ivalua, Oracle, or similar procurement platforms
Familiarity with Salesforce, Gainsight, ChurnZero, and customer analytics tools
Background in procurement or supply chain transformation
Preferred
Procurement certifications (CIPS, CPSM)
Experience working with global delivery models (onshore/offshore)
Benefits
Competitive compensation with meaningful variable upside
Company
Zycus
Zycus offers a full suite of procurement performance software that delivers spend management solutions.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Aatish Dedhia
CEO & Founder
Richard Waugh
VP, Corporate Development
Recent News
2026-01-24
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