Sr. Director Customer Success - Assessment & Succession
ConfidentialMumbai, India30+ days ago
Job descriptionLeverage tools / tech including internal and external data / insights to find areas of expansion or growth across accounts, and as input to broader account and / or territory plans. Account expansion. Identify and qualify cross-Digital solution expansion opportunities. Engage client stakeholders in new entities within accounts (BU's, teams, geos, etc.), connecting relevant Korn Ferry Digital and Consulting teams. Grow renewals. In partnership with A&S Commercial Leader, own targeted contract renewals, with commercial renewal plans in place at T-12 with clients and ongoing business relevance discussions. Lead by example in your client success engagement-setting standards for value measurements, x-team collaboration and client experience. Actively contribute to team discussions, onboarding, and training initiatives. Support cross-functional collaboration by representing CSM interests in working groups or projects. Lead in fostering a sense of community among CSMs, regional and global, through knowledge-sharing and collaboration. In parallel, build and establish a APAC A&S client community of stakeholders through user group events, executive roundtables, etc.. Encourage shared ownership of client success across internal roles and functions. 8+ years in a customer-facing role such as Customer Success, Account Management, or Consulting Experience managing enterprise or global accounts in a matrixed organization Strong communication skills-able to engage executive-level stakeholders confidently Familiarity with CRM tools (e.g. Salesforce) and success metrics reporting Comfortable mentoring others and setting team norms through influence rather than hierarchy Background in HR tech assessment, SaaS, or consulting is preferred Experience : 8+ years in a client-facing role preferably in SaaS or digital solution and consulting environments. Sound business judgment and insight, strong conceptual and analytical skills, and the ability to work well under pressure. Strong communications skills . Capable of building trusted relationships. Able to engage executive level stakeholders confidently. Commercial Acumen : Demonstrated ability to construct value-based commercial proposals and pitches. Proven success engaging and orchestrating teams in large, complex enterprise clients and delivering against ambitious targets. Strategic Insight : Able to connect the dots across trends, signals, and customer needs to shape the future state of our client relationship. Success Frameworks / Methodology : Deep familiarity in using customer success and change frameworks, with a track record of instilling rigor in value delivery through aligned metrics. Data & Tech Fluency : Confident using analytics, insights, and tech / tools to drive decisions, coach teams, and execute strategy. Leadership : Embraces and adapts to a constantly changing market environment. A true team builder and culture shaper-develops talent, communicates with clarity, and leads through influence. Demonstrated ability to attract, develop and retain talent. Self-starter who consistently deliver / exceed targets and thrives on taking on big challenges. Can operate at different altitudes - strategic, while at the same time can execute and deliver. Leads with purpose and develops a high-performing, engaged team in both informal or formal reporting lines. A learner who looks beyond the boundaries and takes on problem-solving collaboratively. Lead and role-model on what great cross-Korn Ferry collaboration looks like centred on customer value.
OPPORTUNITY TO ENHANCE YOUR CAREER - It's about exceeding your potential.
The mission for this role to engage and be the thought partner to Korn Ferry Digital's A&S clients in achieving measurable success through the effective adoption and usage of our solution. The Senior Director Customer Success Manager (CSM) manages a portfolio of high-value client accounts, responsible for targeted renewals, while also playing a team leadership role across the regional CSM team. As a senior team member, you will act as a thought partner to our A&S Commercial and Delivery leaders, develop / implement and model best practices, and contribute to consistent ways of working across accounts and geographies.
KEY RESPONSIBILITIES
Value Delivery & Client Management
- Identify and manage multi-threaded relationships across client stakeholders, with ongoing validation of their priorities and challenges. Be the connector to broader Korn Ferry teams.
- Create and maintain success plans, including clearly defined value drivers, timelines, and measures. For new clients, this will be in partnership with Digital Delivery in the first 60-90 Days.
- Be the thought partner to clients on leading practices, and the voice of customer to Product Teams.
- Drive product adoption and usage metrics to identify risks and opportunities. Ensure our digital solutions are embedded in our client's ways of working.
- Continued focus on value delivery by conducting quarterly business reviews, product roadmaps and innovations and other structured check-ins to ensure alignment and progress.
- Orchestrate internally to resolve issues and maintain service continuity.
Growth and Expansion
Team Collaboration
Process & Community Building
SKILLS & EXPERIENCE
ABOUT YOU
SUCCESS IN THE ROLE LOOKS LIKE
Skills Required
Customer Success, Saas, Consulting, Account Management
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Director Customer • Mumbai, India
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