Director of Customer Success Excellence

About the role

We are looking for a Director of Customer Success Excellence to design, develop and maintain a global Customer Success framework and play‑book for our portfolio of software products serving the Architecture, Engineering and Construction (AEC) industry. Reporting to the Senior Vice President of Customer Care, you will shape strategic tooling, churn reduction and digital adoption initiatives across the organisation.

Key responsibilities

• Collaborate with the Senior VP of Customer Care to align Customer Excellence strategies with business objectives.
• Own and evolve the global Customer Success operating model, methodologies and engagement frameworks.
• Define global standards for onboarding, lifecycle engagement, health monitoring and value realization.
• Establish best practices for cross‑functional orchestration, renewal enablement, digital adoption and Voice of the Customer programs.
• Define and manage the Customer Success technology stack, including tools such as Gainsight, Totango and Certinia.
• Partner with IT, Product and regional Customer Success teams to implement and optimise these tools.

Required profile

• Proven experience designing and governing Customer Success frameworks at a global scale.
• Strong ability to work with senior leadership and cross‑functional teams.
• Excellent communication and coordination skills to ensure alignment across departments.

Required skills

• Gainsight
• Totango
• Certinia