Customer Success Director Cloud Service Provider (CSP) Vendor Management, Infrastructure Platforms

Elevate the customer experience by spearheading transformative success strategies and infusing your leadership insights to inspire teams and cultivate lasting customer relationships.

As a Customer Success Director in Infrastructure Platforms Client Solutions (IPCS) Ops Enablement & Transformation, you are one of the leaders driving impact on the Customer Success team. Oversee our customer success initiatives, drive customer health metrics, and manage the customer’s onboarding journey of the product’s adoption, expansion, and retention for some of our largest customers. As a leader in this space, you establish best practices and closely collaborate with a cross-functional team to deliver exceptional customer experiences. In this role you will be responsible for maximizing the value, performance, and accountability of strategic Cloud Service Provider (CSP) partnerships across Infrastructure Platforms.

Job responsibilities 

• Develops and executes a comprehensive customer success strategy through proactive engagement, onboarding, product adoption, expansion, and execution, while considering past and current strategies to identify opportunities for improvement and align with company objectives 
• Coaches the team on account meeting best practices including communications, customer retention, research, and expansion 
• Builds and owns the strategy for key success metrics to track customer health, adoption, retention rates, and customer satisfactions (CSAT), and delivers these metrics to leadership 
• Takes a customer-first view which ties back to how the product impacts our customer groups 
• Define and own the CSP governance model, including decision rights, escalation paths, and operating procedures. 
• Establish performance, risk, and reporting disciplines that enable data-driven decisions, effective vendor governance, and continuous improvement across strategic CSP partnerships.
• Lead governance forums and engagement cadences across IP and CSP partners.
• Rationalize and simplify vendor arrangements to improve efficiency, reduce duplication, and optimize value realization.
• Serve as the senior relationship manager for strategic CSP partnerships, driving accountability, transparency, and continuous improvement.
• Partner with Finance, Procurement, Engineering, and Operations on strategic vendor planning and commercial decision-making

Required qualifications, capabilities, and skills 

• 8+ years of experience or equivalent expertise in customer success roles in product or technology 
• Experience managing customer bases with technology applications and advising teams on best practices 
• Proven ability to influence the adoption and retention of our products across a diverse customer base 
• Demonstrated prior experience leading a team across highly matrixed and complex organizations while delivering value at scale 
• Demonstrated proficiency in vendor performance management and risk management practices, applying data-driven analysis to evaluate vendor outcomes and support strategic decision-making.
• Strong commercial acumen, with experience evaluating vendor value, commercial arrangements, investment decisions, and cost optimization opportunities.
• Proven ability to lead through ambiguity, influence outcomes without direct authority, and drive accountability across complex organizational, vendor, and cross-functional environments.
• Advanced expertise in executive communication, stakeholder management, and organizational influence, establishing productive partnerships, and driving alignment across diverse stakeholder groups.

Preferred qualifications, capabilities, and skills 

• Experience in a business to business (B2B), software as a service (SaaS), or technology environment 
• Advanced knowledge of the product development life cycle, technical design, and data analytics 
• Knowledge of customer consumption and renewal patterns