Director of Customer Success

Lead, mentor, and develop a team of Customer Success Managers, including frontline managers and individual contributors, to drive performance and engagementOwn and improve customer retention, adoption, satisfaction, and health metrics across a global customer portfolioBuild and implement scalable, data-driven Customer Success programs that deliver consistent value at scaleCultivate executive-level relationships with key customers, serving as a trusted strategic advisorManage complex customer escalations and drive resolution through cross-functional collaborationPartner with Sales, Renewals, Product, Support, and Professional Services to align on customer outcomes and business growthLeverage customer health dashboards, forecasting tools, and performance data to inform decision-making and proactively mitigate riskDrive operational excellence by implementing scalable processes and leading organizational change across a growing customer baseBachelor's degree in Business, Technology, Management, or a related field; MBA preferred10+ years of experience in Customer Success, Account Management, Professional Services, Sales, or a related customer-facing function5+ years of leadership experience managing Customer Success teams in a SaaS, software, or technology environmentProven track record of driving customer retention, adoption, satisfaction, and revenue growthStrong executive presence with the ability to build trusted relationships with customer executives and internal stakeholdersExperience with Customer Success and CRM platforms such as Gainsight, Salesforce, or equivalent technologiesStrong analytical and operational skills with experience using customer health metrics, forecasting, and performance dashboardsExperience supporting global customers and working across multiple time zones and cultures“Bad actors or scammers may try to impersonate Deltek and send fake job offers to people. Messages from Deltek about employment opportunities will be from an @deltek.com account or Enterprise@trm.brassring.com, never from free services like Gmail or Yahoo. Please look carefully at the email address that provides any job offer, as some fake accounts are created to look like a legitimate domain name or email address. We will also never ask you to pay money at any point in the hiring process, whether for training, equipment, background checks, or anything else. If you receive a suspicious offer claiming to be from Deltek, do not share personal or financial information. Report any suspicious communication to Secure@deltek.com and consider reporting it to law enforcement.”