Job Specifications
About The Role
Apryse is seeking a highly strategic and customer-centric Director of Customer Success, Strategic Accounts to lead and grow our relationships with our most critical enterprise clients. This role will be responsible for ensuring the satisfaction and retention of strategic accounts by delivering exceptional value, cultivating executive relationships, and programmatically driving adoption and success across multiple business units.
Responsibilities
Strategy and Planning
Develop and execute the operational strategy for the Strategic Customer Success segment, aligning with overall organizational mission, company goals and customer success objectives.
Identify opportunities for process and program improvement, automation, and technology adoption to enhance CSM productivity and customer experience.
Collaborate with Customer Success leadership to define key performance indicators (KPIs) and develop reporting mechanisms to track progress and identify areas for improvement.
Anticipate future operational needs and proactively develop solutions to support the growth and evolution of the Customer Success team.
Account Leadership & Escalation Management
Own the customer lifecycle and success strategy for a portfolio of high-value strategic accounts
Serve as the escalation point for complex or high-impact customer issues, ensuring rapid resolution and clear communication with internal and external stakeholders.
Collaborate cross-functionally with Support, Product, Engineering, and Legal teams to manage critical incidents and ensure accountability across the organization.
Build and implement proactive risk management strategies to minimize escalations and improve overall customer experience.
Ensuring alignment with each client's business goals and delivering a seamless post-sales experience.
Team Management
Lead, mentor, and scale an international team of Customer Success Managers (CSMs) focused on strategic accounts
Drive high performance and professional development.
Executive Engagement
Act as a trusted advisor to C-level stakeholders
Cultivate deep relationships and understand client business objectives to influence account strategy.
Execute internal QBR/MBRs within CS Leadership
Retention & Growth
Proactively manage account health to prevent churn
Identify opportunities for value enhancement to ensure revenue retention
Drive account retention and expansion in partnership with Sales and Product teams.
Value Realization
Ensure clients achieve maximum ROI from the platform
Develop and track KPIs, business reviews, and success plans.
Operational Excellence
Design and optimize processes, playbooks, and customer journey frameworks tailored to strategic accounts.
Pair with Planhat (CSP) to effectively manage your team through dashboard, outreach cadences, calls to action, and more.
Build operating cadence to create rigor.
Voice of Customer
Serve as a customer advocate internally, collaborating with Product, Support, Marketing, and Sales to improve the overall customer experience and inform product direction.
Qualifications
Bachelor's degree (preferably in Business Administration, Analytics or Data Science, Operations Management, or a related field.
8-10 years of experience in Customer Success, Account Management, or related roles within enterprise software or SaaS.
3+ years in a leadership role managing teams supporting large, strategic accounts.
Proven success managing multi-million-dollar relationships in a B2B software environment.
Strong executive presence with excellent communication, negotiation, and presentation skills.
Deep understanding of customer success metrics, health scoring, and customer lifecycle management.
Demonstrated ability to collaborate cross-functionally in a fast-paced, matrixed environment.
Strategic thinker with strong analytical and problem-solving capabilities.
Benefits:
Competitive salary commensurate with experience and qualifications.
A comprehensive extended benefits package including health, dental and vision for you and your family, with company paid offerings.
401K savings program with company match.
Generous paid time off (PTO) is offered to support the ability to rest and recharge.
A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
Highly autonomous and entrepreneurial environment.
Annual recurring WFH allowance for you to purchase items you need for your home office.
Ongoing support for learning development so you can master your craft.
Work with the hardware you're most comfortable with (Windows or Mac).
Diverse and inclusive workplace where we all learn from each other.
Company Description
As the industry-leading provider of document software development (SDK) technology powering everything from traditional desktop software to innovative web and mobile applications, at Apryse we are committed to delivering cutting-edge technology solutions that empower our clients to achieve t
About the Company
Apryse, previously known as PDFTron, takes document solutions to the next level, making work better and life simpler.
As a global leader in document processing technology, Apryse gives developers, enterprise customers, and small businesses the tools they need to reach their document goals faster and easier.
Apryse’s market-leading SDK drives digital transformation and powers next-generation software applications with dynamic document viewing, annotation, processing, and conversion capabilities, as well as advanced feat...
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