Head of Customer Success, Icertis
Europe
AI-powered contract management & intelligence platform
Job no longer available
AI-powered contract management & intelligence platform
1001+ employees
Job no longer available
1001+ employees
Company mission
To empower companies to realize the full intent and higher purpose of every contract, so they can build trust, strengthen bonds, and create a better world.
Role
Who you are
- Fluent in English is required, fluency in German or French is of advantage
- Extensive experience in a customer facing position, through a combination of technology, commercial and / or consulting
- Demonstrated experience managing a large team with a diverse customer portfolio
- Flexibility around customer engagements and doing what is required to support the business
- Ability to drive multiple priorities and handle complex customer relationships through partnering and ensuring accountability
- Ability to quickly establish credibility and foster trust-based relationships at all levels with customers
- Desire to develop and manage talent in a collaborative team environment
- Experience aligning customer business problems and our solutions by understanding the platform landscape
- Ability to travel up to 60%
What the job involves
- The Head of Customer Success, Head of CS, is a key member for the Icertis Management team reporting to the Vice President of Customer Success. This role is responsible for managing an exceptional team of customer success professionals to engage with our top customers to ensure they meet their Icertis adoption goals and business outcomes. The Head of CS will partner across Icertis to drive value realization, adoption, retention, expansion, NPS, and reference-ability
- Ensure that Icertis meets our revenue, churn, NPS, and reference-ability goals through driving highly engaged, knowledgeable, and successful customers
- Hire, Develop, mentor, inspire, and guide talent to meet their performance plans and their career objectives
- Spearhead and manage a team of customer success professionals to retain and grow Icertis’ revenue
- Actively monitor key customer success and adoption metrics (e.g. NPS, usage, adoption) to prioritize engagement and identify interventions
- Drive high customer engagement that result in platform adoption, contract renewals, and revenue expansion
- Accurately manage, forecast, and remediate account churn and risk
- Expand relationships with senior business sponsors to understand and execute against business goals
- Maximize customer’s adoption, develop, and measure success goals and address program roadblocks if presented
- Ensure actioning of plans to remediate churn risk, NPS feedback, and to increase reference-ability across the customer base
- Introduce new (and unused) platform innovations and articulate value to motivate customers to deploy and adopt to maximize platform effectiveness, stickiness, and value realization
- Be a subject matter expert with broad and deep knowledge of contract lifecycle management processes and develop the skills and expertise of all Customer Success resources
- Develop tools and processes to accelerate customers adoption of and quantify value received from the Icertis platform
- Contribute to the continuous improvement of the Customer Success team by sharing knowledge, best practices, process improvements, and customer success stories with your colleagues across the globe
- Work cross functionally with Icertis management teams to deliver customer success
- Drive the positive evolution of our product by sharing insights of our customers' needs, wants, and desires for our product, alongside the context of their business, personas, and culture
- Demonstrate functional and platform expertise at customer and partner events
Salary benchmarks
Our take
As part of its pitch, Icertis cites World Commerce & Contracting research which shows that optimized contract development and management can save companies an average of 9% of their annual revenue. It may seem that the company is targeting small margins, but with customers including Google, Microsoft, and Johnson & Johnson, the real numbers are huge.
The 2009-founded company offers a comprehensive range of products to manage every stage of a contract lifecycle from setup to approval and reporting, but its main value differentiator might be its AI applications, which can analyze previous negotiations at scale and visualize deep data insights on performance.
The company has seen a steady stream of investment since its founding and is using its 2022 VC from German multinational SAP to deepen the integration between the two companies' software tools. Alongside a range of other lucrative partnerships, Icertis has gained further attention due to its winning the 2023 Artificial Intelligence Excellence Award, led by Business Intelligence Group.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Mar 2025
$50m
LATE VC
Oct 2022
$75m
CONVERTIBLE
Total funding: $416m
Company HQ
Bridle Trails, Kirkland, WA
Leadership
Samir Bodas
(Co-Founder & CEO)Before co-founding Icertis they held multiple leadership roles at Microsoft, and was CEO of two IT services firms, Disha Technology and Aztecsoft, overseeing rapid growth followed by successful exits.
Monish Darda
(Co-Founder & CTO)Co-inventor of two patents in cloud resource management and provisioning. Led a string of successful ventures prior to co-founding Icertis, including the launch of BladeLogic’s India R&D (acquired by BMC Software).
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