Director of Customer Success - Procurement SaaS (Remote West Coast)

JOB SUMMARY

The Client Value Director is responsible for managing strategic relationships with mid-market and enterprise SaaS clients, driving platform adoption, maximizing customer value, and ensuring long-term retention. This position serves as a trusted advisor to executive stakeholders, manages client renewals, measures return on investment, and partners with internal teams to improve customer satisfaction and account growth.

KEY RESPONSIBILITIES

• Manage a portfolio of 10 or more mid-market and enterprise clients, serving as their primary strategic point of contact.

• Own client renewal strategies, contract negotiations, and gross revenue retention targets.

• Establish and maintain executive-level relationships to align platform capabilities with client business objectives.

• Conduct business reviews focused on platform adoption, ROI, cost savings, and operational efficiencies.

• Develop value realization strategies that demonstrate measurable business outcomes.

• Collaborate with Sales, Product, and Consulting teams to support client retention, expansion opportunities, and issue resolution.

• Monitor client health metrics, platform utilization, financial KPIs, and customer satisfaction.

• Drive customer adoption through change management, training, and structured onboarding initiatives.

• Improve Net Promoter Scores (NPS), develop client advocates, and support customer reference programs.

• Contribute to the improvement of client success processes and best practices.

MINIMUM EDUCATION & EXPERIENCE

Required Qualifications

• Bachelor's degree.

• Minimum 7 years of experience in Customer Success, Account Management, Management Consulting, or SaaS Value Management.

• Demonstrated success managing client renewals, retention, and expansion targets.

• Experience negotiating renewals, pricing, and contract terms with procurement and finance stakeholders.

• Experience developing ROI models or value assessments to demonstrate measurable customer outcomes.

• Experience managing executive relationships and strategic client accounts.

• Experience driving platform adoption through change management, training, or onboarding initiatives.

Preferred Qualifications

• Master's degree or equivalent experience.

• Experience with Source-to-Contract (S2C), Source-to-Pay (S2P), or Procure-to-Pay (P2P) solutions.

SPECIAL REQUIREMENTS

• Must be located in the Western United States.

• Ability to travel up to 30%.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong understanding of SaaS customer success, account retention, and revenue management.

• Executive relationship management and strategic account development.

• Contract negotiation, commercial management, and renewal planning.

• ROI analysis, value realization, and business performance reporting.

• Ability to interpret customer health metrics, usage data, and financial KPIs.

• Knowledge of customer adoption strategies and change management.

• Strong communication, presentation, negotiation, and problem-solving skills.

• Ability to collaborate effectively across multiple departments.

WORK ENVIRONMENT

Remote position based in the Western United States with up to 30% travel.