Prosci

Global Director, Customer Success

Prosci

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $140,000 - $150,000 per year

Job Level

Lead

About the role

  • Lead, coach, and develop a high-performing Customer Success team that delivers consistent, exceptional experiences for enterprise clients
  • Define and execute strategic priorities for client retention, adoption, and growth in alignment with company objectives
  • Define and execute on key enterprise Membership offerings and manage the process from onboarding to renewals and retention of new enterprise clients
  • Establish scalable processes, metrics, and best practices to ensure operational excellence and consistent delivery across all accounts
  • Serve as a voice of the customer within Prosci—advocating for client needs, sharing insights, and influencing business strategy
  • Oversee client health monitoring, reporting, and analysis to identify trends, risks, and opportunities across the portfolio
  • Ensure effective collaboration between Customer Success, Sales, Consulting, and Product teams to deliver integrated client solutions
  • Partner with Revenue Operations to refine processes, improve data accuracy, and drive efficiency through tools and technology (including Salesforce)
  • Standardize account planning, renewal management, and success measurement frameworks across the team
  • Support high-value enterprise relationships as an executive sponsor, ensuring alignment on strategic priorities and long-term partnership goals
  • Collaborate with the Sales and Consulting leadership teams to ensure seamless handoffs and consistent client experience post-sale
  • Participate in quarterly business reviews (QBRs) and internal planning sessions to share customer insights and inform go-to-market strategy

Requirements

  • Bachelor’s degree in Business, Communications, or related field (or equivalent professional experience)
  • 10+ years of experience in Customer Success, Account Management, or related field, with at least 5 years in a leadership role
  • Experience in professional services, consulting, SaaS, or change management environments
  • Demonstrated success leading customer-facing teams, driving retention, and influencing cross-functional strategy
  • Strong familiarity with CRM systems and analytics platforms; Salesforce experience preferred
  • Skilled in operational planning, reporting, and KPI management for customer success teams
  • Proven ability to lead through change and scale operations with a growing organization
  • Track record of using data-driven insights to enhance client engagement and team performance
  • Understanding of change management principles and their business application (ADKAR® experience is a plus)
  • Experience leading distributed or virtual teams across time zones
Benefits
  • comprehensive wellness benefits
  • generous flexible paid time off
  • holidays and volunteer time
  • medical, dental, vision
  • long-term and short-term disability programs
  • life insurance
  • pet insurance
  • 401k with company matching
  • access to LinkedIn Learning
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementoperational planningreportingKPI managementdata-driven insightschange managementADKAR
Soft Skills
leadershipcoachingcollaborationstrategic thinkinginfluencingcommunicationclient advocacyrelationship management