Customer Success Director

Strategic Account Leadership

• Manage a small portfolio of key enterprise clients and act as their go‑to strategic advisor.
• Build strong relationships with senior leaders and guide them through quarterly and annual business reviews.
• Create success plans that align with each client’s goals while staying on top of their industry, priorities, and regulatory needs.
• Spot opportunities for growth early and address risks before they escalate.

Renewals & Growth

• Lead renewal discussions with a proactive, value‑focused approach.
• Highlight ROI and outcomes, while identifying new ways clients can expand or deepen their use of our platform.
• Partner with Sales to shape commercial conversations and support upsell and cross‑sell opportunities.

Product Adoption & Value

• Help clients get the most from our platform by driving adoption of key features and capabilities.
• Provide best practices, insights, and tailored guidance based on their maturity and use cases.
• Monitor usage trends to identify opportunities for optimization and additional support.
• Show clear business impact using meaningful metrics and outcomes.

Advocacy & Thought Leadership

• Build strong executive champions who are excited to share their success stories.
• Support client involvement in advisory boards, events, and marketing activities.
• Relay client insights to our Product team to help influence future enhancements.
• Contribute to content that promotes industry and product best practices.

• Solid experience in customer success, account management, or consulting—ideally in B2B SaaS.
• Comfort working with large enterprise clients and multiple stakeholders.
• Familiarity with regulated industries like construction, mining, healthcare, education, or government.
• Experience using tools like Salesforce, Gainsight, and analytics platforms.
• A history of building strong executive relationships and helping customers grow with your solutions.
• Confident working with enterprise processes like procurement and contract discussions.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.

Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.

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