Sr Director, Customer Success - Financial Services

SAS is hiring a Senior Director, Customer Success – Financial Services to lead customer success strategy and execution for its Americas financial services business. The role focuses on customer adoption, value realization, retention and growth, while developing a high-performing team and partnering across the organization to deliver measurable customer outcomes.

Responsibilities:

• Define and execute the regional customer success vision, strategy and operating model, aligned with company priorities and global customer success practices
• Lead initiatives that increase customer adoption, value realization, retention, renewals and expansion across the financial services portfolio
• Forecast Likely Finishes for the months, Quarters and Financial Year end, identifying retention risks and overseeing mitigation plans
• Build trusted relationships with senior customer stakeholders, engaging directly with strategic clients to understand their priorities and strengthen long-term partnerships
• Partner with Sales, Engineering, Technical Support, Product Management and other cross-functional leaders to improve customer outcomes and deliver a consistent end-to-end experience
• Lead, develop and scale a high-performing customer success organization of CSMs and Renewal Specialists by attracting exceptional talent, building leadership capability and fostering an accountable, customer-first culture
• Expand premium service offerings and identify new opportunities to deliver differentiated customer value and sustainable revenue growth
• Establish dashboards, metrics and operating reviews that provide visibility into customer health, business outcomes and opportunities for continuous improvement

Requirements:

• Bachelor's or Master's degree, preferably in Business, Marketing, Computer Science or a related field
• Typically requires fifteen years of experience in customer or business-partner relationship management, or in the sales or marketing of software, hardware, related training products and/or services
• Nine years of leadership experience, including five years in a formal regional management role
• Demonstrated success leading and evolving a customer success function within a global enterprise software organization
• Experience leading customer success teams in a complex SaaS, web-based services or cloud technology environment
• Proven ability to design and implement complex, cross-organizational programs that improve operational effectiveness and customer outcomes
• Strong analytical capability, including experience using reporting tools, dashboards and customer success metrics to inform decisions
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications
• Strong business acumen and understanding of the financial services industry and its evolving business and technology priorities
• Executive-level communication and presentation skills, with the ability to translate complex information into clear recommendations and actions
• To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status