We are seeking a Director, Customer Success to lead and scale our Customer Success function, driving customer retention, growth, and long-term partnerships with our Fortune 1000 clients. This role requires a strategic, customer-centric executive with deep experience managing complex, multi-stakeholder relationships in enterprise SaaS. The ideal candidate will own account strategy, executive relationships, customer retention, and renewals. They will optimize account management processes, and build a world-class team focused on customer success, value realization and customer retention.
Key Responsibilities:
Account Strategy & Leadership
- Develop and execute a comprehensive account management strategy to drive retention and overall account health across the Fortune 1000 client base.
- Own and drive renewals within existing enterprise accounts.
- Build and scale a high-performing Customer Success Management team, including hiring, coaching, and mentoring enterprise level Customer Success Managers (CSMs).
- Collaborate with Sales, Customer Success, Product, and Marketing to align on account strategies, enhancing customer experience and customer goals.
Customer Engagement & Retention
- Establish and maintain C-level and senior executive relationships with key enterprise clients to reinforce the strategic value of our solution.
- Lead the Quarterly Business Review (QBR) process, ensuring customers see measurable ROI and long-term value.
- Serve as the main point of contact for escalations and strategic discussions.
- Develop and implement customer success playbooks to maximize adoption, satisfaction, and retention.
- Monitor key account health indicators (e.g., product usage, engagement, satisfaction) and proactively address risks.
- Own the renewal process, negotiating complex, multi-year enterprise agreements.
- Identify expansion opportunities working closely with Sales to maximize lifetime value (LTV).
- Partner with Product to identify new feature opportunities based on customer feedback and evolving needs.
Operational Excellence & Metrics
- Establish KPIs and OKRs for the Customer Success Management function, measuring renewal rates and customer satisfaction (NPS, CSAT).
- Implement scalable customer success management processes, playbooks, and best practices for Fortune 1000 clients.
- Utilize data-driven insights to refine customer engagement strategies and improve team effectiveness.
Experience & Skills
- 15+ years of experience in enterprise account management or customer success within a B2B SaaS environment.
- Proven track record of managing and growing Fortune 1000 accounts, with expertise in complex, multi-stakeholder SaaS deals.
- Strong leadership experience, including building, scaling, and mentoring enterprise customer success teams.
- Deep understanding of enterprise SaaS renewal cycles and customer retention frameworks.
- Exceptional executive presence and ability to engage C-level stakeholders (CIOs, CTOs, CFOs, etc.).
- Strong analytical and operational mindset, with experience in forecasting, CRM tools (Salesforce, Gainsight, etc.), and account health metrics.
- Experience working in industries with highly complex, consultative sales cycles (e.g., fintech, cybersecurity, AI, workflow automation).
Preferred Qualifications
- Experience leading $50mm-$100mm+ ARR account portfolios in an enterprise SaaS environment.
- Expertise in contract negotiation and large enterprise procurement processes.
- MBA or relevant advanced degree preferred but not required.
- 100% Employer Paid Medical Insurance options for the Employee and Family
- Paid Maternity and Paternity Leave
- Life and AD&D Insurance
- Long-Term Disability Insurance
- 401K with Company Matching
- Equity Participation
- 4 Weeks of Vacation
- Fully Stocked Kitchens
- Company-Sponsored Charitable Day of Giving Events
- ......and many more!
Aravo Solutions Inc. is registered as an employer in many, but not all, states. If an applicant is not in or able to work from a state where Aravo Solutions Inc. is registered, they may not be eligible for employment. The eligible states include: FL, GA, MA, MO, NC, NH, NJ, NV, OR, PA, SC, TN, TX, AND WA.
What We Do
Aravo Solutions delivers market-leading, cloud-based solutions for managing third party governance, risk, compliance and performance. We help companies protect their business value and reputation by managing the risks associated with third parties and suppliers, and to build business value by ensuring that their third party relationships are optimized.
Since 2000, leading global brands across a diverse range of industries have counted on Aravo for their end-to-end enterprise supplier and third party risk management. Brands including GE, Unilever, Procter and Gamble, Google, SalesForce and many more. Aravo has also distilled this experience and best-in-class technology into rapid time-to-value applications that help companies manage a wide range of programs including: ABAC, responsible sourcing, data privacy, infosec, GDPR, and financial services regulatory compliance.
Aravo supports a user base of 260,000 corporate users, managing more than 6.2 million third party users in 36 languages and 154 countries.
Aravo was recognized as a leader by independent analyst research firm Forrester Research Inc., in The Forrester Wave™: Supplier Risk And Performance Management Platforms, Q1 2018. Aravo is the top-ranked vendor in the current offering category.
Aravo has also been recognized with GRC 20/20’s Value Award for Third Party Management for providing measurable value in GRC efficiency, effectiveness and agility, the GRC 20/20 Innovation Award for Aravo for GDPR. Aravo was named as a Category Leader with the highest “Completeness of Offering” of any provider in the Chartis RiskTech Quadrant® for Third Party Risk Management Solutions 2017, and was named a Challenger in the 2017 Gartner® Magic Quadrant for IT Vendor Risk Management.
Aravo’s employees are inspired by contributing to a greater purpose through providing solutions that help eradicate corruption and social injustice from the world’s supply chains and third party networks.
