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Are you passionate about helping customers succeed and maximizing the value they get from a product? As a Director of Customer Experience & Success, you’ll work directly with customers to drive adoption, deliver business outcomes, and ensure they have the best possible experience with Icertis.

In this high-impact, hands-on role, without people management responsibilities, you’ll be the go-to expert for customers—helping them define success metrics, uncover opportunities for value, and navigate challenges. You’ll also play a key role in managing and escalating support issues, ensuring timely resolution, and advocating for customers internally to improve adoption, retention, and satisfaction.

You’ll work cross-functionally to align customer needs with Icertis’ business objectives, helping to enhance our processes and tools for an even better customer experience.

This is a London-based role with a hybrid work model. We’re looking for someone within commuting distance of our central London office (near Bank station) who can collaborate in person at least twice a week (Tuesdays and Thursdays).

• Be the driving force behind customer success—help customers stay engaged, informed, and get the most out of the platform to achieve their business goals.
• Foster strong relationships with senior business leaders to understand their objectives and ensure our platform supports their success.
• Drive adoption and growth by helping customers maximize their platform usage, overcome challenges, and hit key success milestones.
• Reduce churn before it happens—proactively identify risks, forecast potential challenges, and implement action plans to keep customers engaged.
• Turn insights into action by leveraging customer feedback (NPS, support data) to improve retention and increase advocacy.
• Develop tailored success plans that accelerate value, leading to renewals and platform expansion.
• Introduce new innovations—help customers discover and adopt underutilized features to boost efficiency and maximize ROI.
• Collaborate globally—share best practices, process improvements, and success stories to elevate the Customer Success function.
• Be the customer’s voice within Icertis—work cross-functionally to ensure their needs are met and advocate for enhancements.
• Spot opportunities for growth—identify expansion and cross-sell opportunities within existing accounts.
• Showcase expertise by representing Icertis at customer and partner events, building trust and credibility.
• Ensure seamless support—monitor and manage customer tickets to ensure quick, effective resolutions.
• Support product upgrades—help customers plan, schedule, and test updates for a smooth transition.
• Deliver strategic business reviews—provide key insights on product and support performance to customer leadership teams.
• Keep service levels high—ensure all customer support commitments are met, maintaining strong relationships and satisfaction.

• Proven experience in customer-facing roles such as Program Management, Business Consulting, or Strategy Consulting, with a strong ability to drive impact.
• Adaptable and solution-oriented, willing to go the extra mile to support customers and business needs.
• Track record of managing and growing strategic accounts, building strong relationships with senior executives, and driving long-term value.
• Skilled in managing multiple priorities while navigating complex customer relationships through collaboration and accountability.
• Trusted advisor mindset—able to quickly build credibility and establish strong, trust-based relationships at all levels.
• Strong business acumen, able to connect customer challenges with tailored solutions by understanding the broader platform landscape.
• Willingness to travel up to 30% to engage with customers and strengthen partnerships.

With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.