Sr. Director Customer Success

Job Description

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

- Leverage 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.

Team Collaboration

- 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.

Process & Community Building

- 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.

SKILLS & EXPERIENCE

- 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

ABOUT YOU

- 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.

SUCCESS IN THE ROLE LOOKS LIKE

- 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.

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