Sr Director, Customer Success - Financial Services

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The Customer Success organization is looking for a Senior Director, Customer Success – Financial Services to lead the customer success strategy and execution for the Americas financial services business. In this highly visible leadership role, you will build a forward-looking operating model that strengthens customer adoption, value realization, retention and growth. 

You will lead and develop a high-performing customer success organization while partnering with Sales, Engineering, Technical Support, Product Management and other teams to create consistent, scalable experiences for customers and partners. You will also serve as a trusted executive partner to strategic financial services customers, ensuring that SAS solutions and services deliver meaningful and measurable business outcomes.  

As a Senior Director, Customer Success – Financial Services, you will: 

• Define and execute the regional customer success vision, strategy and operating model, aligned with company priorities and global customer success practices.

• Lead initiatives that increase customer adoption, value realization, retention, renewals and expansion across the financial services portfolio.

• Forecast Likely Finishes for the months, Quarters and Financial Year end, identifying retention risks and overseeing mitigation plans.

• Build trusted relationships with senior customer stakeholders, engaging directly with strategic clients to understand their priorities and strengthen long-term partnerships.

• Partner with Sales, Engineering, Technical Support, Product Management and other cross-functional leaders to improve customer outcomes and deliver a consistent end-to-end experience.

• Lead, develop and scale a high-performing customer success organization of CSMs and Renewal Specialists by attracting exceptional talent, building leadership capability and fostering an accountable, customer-first culture.

• Expand premium service offerings and identify new opportunities to deliver differentiated customer value and sustainable revenue growth.

• Establish dashboards, metrics and operating reviews that provide visibility into customer health, business outcomes and opportunities for continuous improvement.

• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.  

• Bachelor’s or Master’s degree, preferably in Business, Marketing, Computer Science or a related field.

• Typically requires fifteen years of experience in customer or business-partner relationship management, or in the sales or marketing of software, hardware, related training products and/or services.

• Nine years of leadership experience, including five years in a formal regional management role.

• Demonstrated success leading and evolving a customer success function within a global enterprise software organization.

• Experience leading customer success teams in a complex SaaS, web-based services or cloud technology environment.

• Proven ability to design and implement complex, cross-organizational programs that improve operational effectiveness and customer outcomes.

• Strong analytical capability, including experience using reporting tools, dashboards and customer success metrics to inform decisions.

• Equivalent combination of related education, training and experience may be considered in place of the above qualifications. 

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law. Read more: Know Your Rights. 

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