Director of Customer Success

<div data-field="responsibilities" class="jd-responsibilities"><ul><li>Lead, mentor, and develop a team of Customer Success Managers, including frontline managers and individual contributors, to drive performance and engagement</li><li>Own and improve customer retention, adoption, satisfaction, and health metrics across a global customer portfolio</li><li>Build and implement scalable, data-driven Customer Success programs that deliver consistent value at scale</li><li>Cultivate executive-level relationships with key customers, serving as a trusted strategic advisor</li><li>Manage complex customer escalations and drive resolution through cross-functional collaboration</li><li>Partner with Sales, Renewals, Product, Support, and Professional Services to align on customer outcomes and business growth</li><li>Leverage customer health dashboards, forecasting tools, and performance data to inform decision-making and proactively mitigate risk</li><li>Drive operational excellence by implementing scalable processes and leading organizational change across a growing customer base</li></ul></div><div data-field="description" class="jd-description">As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. [#video#https://player.vimeo.com/video/1215886051?h=5fbde2ee16{#550,300#}#/video#]</div><div data-field="businessSummary" class="jd-businessSummary">Deltek’s award winning Support Services team provides best-in-class assistance to Deltek’s customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career!</div><div data-field="qualifications" class="jd-qualifications"><ul><li>Bachelor's degree in Business, Technology, Management, or a related field; MBA preferred</li><li>10+ years of experience in Customer Success, Account Management, Professional Services, Sales, or a related customer-facing function</li><li>5+ years of leadership experience managing Customer Success teams in a SaaS, software, or technology environment</li><li>Proven track record of driving customer retention, adoption, satisfaction, and revenue growth</li><li>Strong executive presence with the ability to build trusted relationships with customer executives and internal stakeholders</li><li>Experience with Customer Success and CRM platforms such as Gainsight, Salesforce, or equivalent technologies</li><li>Strong analytical and operational skills with experience using customer health metrics, forecasting, and performance dashboards</li><li>Experience supporting global customers and working across multiple time zones and cultures</li></ul></div><div data-field="travel" class="jd-travel">No</div><div data-field="Privacy" class="jd-Privacy"><i>Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this <a href="https://education.deltek.com/web/du_internal/Recruitment/Applicant%20Privacy%20Notice.pdf"target="_">Employment Candidate Privacy Notice</a>. Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.</div>