[Remote] Sr Director Customer Success

Note: The job is a remote job and is open to candidates in USA. Revionics, an Aptos Company, is a leading profit optimization software company focused on delivering innovative pricing solutions to the retail market. The Senior Director, Customer Success is responsible for driving customer value and long-term growth across a portfolio of enterprise retail customers, leading a team to ensure successful adoption of AI-driven solutions.

Responsibilities

• Own renewal strategy for a portfolio of accounts, ensuring high retention and long-term contract value through proactive health management, value realization, and executive engagement
• Lead, coach, and develop a team of Customer Success Directors, Managers, and Price Strategists, providing guidance on customer strategy, escalation management, and best-practice account planning
• Own the regional Customer Success strategy, aligning customer outcomes, renewal performance, and expansion opportunities with the broader company growth objectives
• Partner with Sales on strategic deals and renewals, providing customer insight, value positioning, and executive engagement during late-stage sales cycles, renewals, and expansion opportunities
• Contribute to financial planning and P&L management for the region, ensuring customer success operations support revenue retention, margin targets, and scalable service delivery
• Lead the development of advanced analytics capabilities within Customer Success, establishing a Center of Excellence to drive best practices in pricing strategy, data analysis, and value measurement across the customer base
• Serve as the operational leader for the Customer Success organization, owning day-to-day execution, escalations, and team performance to allow senior leadership to focus on long-term strategy and growth initiatives
• Partner with senior leadership to optimize team structure and talent deployment, ensuring key team members such as Price Strategists and analytics specialists are positioned to deliver maximum value across enterprise accounts
• Provide a strategic, enterprise-level view of the Revionics product portfolio and customer success vision, ensuring teams align customer strategies with the long-term roadmap for AI pricing, promotions, and markdown optimization
• Drive adoption and measurable value of Revionics’ AI pricing, promotions, and markdown products, ensuring customers fully leverage analytics, forecasting, and optimization workflows
• Partner cross-functionally with Product, Science, Analytics, Engineering, and Operations to address customer needs, guide roadmap alignment, and accelerate issue resolution
• Establish and maintain executive-level relationships with customer leaders (VP+), acting as a trusted advisor and strategic partner
• Standardize customer success processes, including account planning, QBR/T2T preparation, success criteria development, and risk mitigation frameworks
• Monitor and report on customer health, value metrics, adoption trends, and renewal risk, ensuring data-driven decisions and transparency for internal stakeholders
• Identify and drive upsell and cross-sell opportunities in partnership with Sales, ensuring customers understand opportunities across Base, Promo, Markdown, and Analytics offerings
• Support operational excellence by contributing to CS methodology, internal training, team capacity management, and continuous improvement initiatives

Skills

• Strategic leader responsible for driving customer value, portfolio retention, and long-term growth across a portfolio of enterprise retail customers
• Leadership and operational oversight for a team of Customer Success Directors, Managers, and Price Strategists
• Ensuring consistent execution of customer strategy, renewal management, and value realization across the region
• Partnering closely with Sales, Product, Science, and Executive Leadership
• Establishing strong executive relationships and standardizing customer success practices
• Proactively managing portfolio health to ensure successful adoption of Revionics' solutions
• Strengthening the Customer Success operating model by driving best practices in account planning, analytics-driven value measurement, and cross-functional collaboration
• Owning renewal strategy for a portfolio of accounts
• Leading, coaching, and developing a team of Customer Success Directors, Managers, and Price Strategists
• Contributing to financial planning and P&L management for the region
• Leading the development of advanced analytics capabilities within Customer Success
• Serving as the operational leader for the Customer Success organization
• Partnering with senior leadership to optimize team structure and talent deployment
• Providing a strategic, enterprise-level view of the Revionics product portfolio and customer success vision
• Driving adoption and measurable value of Revionics' AI pricing, promotions, and markdown products
• Partnering cross-functionally with Product, Science, Analytics, Engineering, and Operations
• Establishing and maintaining executive-level relationships with customer leaders (VP+)
• Standardizing customer success processes
• Monitoring and reporting on customer health, value metrics, adoption trends, and renewal risk
• Identifying and driving upsell and cross-sell opportunities in partnership with Sales
• Supporting operational excellence by contributing to CS methodology, internal training, team capacity management, and continuous improvement initiatives
• People Leadership: Builds high-performing teams, provides clear coaching and feedback, and supports professional development and career growth
• Strategic Thinking: Connects Revionics' product and AI roadmap to customer priorities
• Executive Presence: Communicates confidently with senior external and internal stakeholders
• Decision Making & Judgment: Uses data-driven insights to assess risks, prioritize actions, and allocate team resources effectively
• Change Leadership: Guides teams and customers through evolving product capabilities
• Customer Obsession: Advocates for the customer across the organization while balancing business objectives
• Collaboration & Influence: Builds cross-functional alignment, resolves conflicts constructively

Benefits

• Plus Incentive Bonus
• We offer a competitive total rewards package including a base salary determined based on the role, experience, skill set, and location.
• For those in eligible roles, discretionary incentive compensation may be awarded in recognition of individual achievements and contributions.
• We also offer a range of benefits and programs to meet employee needs, based on eligibility.

Company Overview