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 the customer success organization and partnering with strategic customers and cross-functional teams.

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
• Minmum 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
• Minimum 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
• Builds a deep understanding of customer priorities and aligns teams, services and solutions to create measurable value
• Develops forward-looking strategies, operating models and priorities that support customer and business objectives
• Creates clarity, builds commitment and guides teams and stakeholders through organizational and operational change
• Establishes credibility with customers, executives and cross-functional partners to gain alignment and advance shared objectives
• Attracts, develops and retains high-performing talent while building an inclusive, collaborative and accountable culture
• 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
• preferably in Business, Marketing, Computer Science or a related field