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Director, Customer Success

Equifax
USA
Full-time
Director · 7+ years experience
Discovered 2 weeks ago

Full Job Posting

Schedule:

  • Full time

Qualifications

  • Bachelor's degree in a related discipline (Business, Public Administration, etc.) or equivalent experience.

Responsibilities

  • Renewal Ownership: Lead the strategic renewal cycle for the ~60 VINE state contracts, developing data-backed retention strategies and utilizing relationship health indicators to drive successful deal closure.
  • Financial Oversight: Manage over $100M revenue base, ensuring the team remains focused on Net Revenue Retention (NRR) and identifying opportunities for product penetration and expansion.
  • Executive Escalation: Serve as the primary trusted advisor and advocate for high-level client stakeholders, acting as an escalation point for complex issues to ensure long-term strategic alignment.
  • CSM Leadership: Manage and coach a team of Customer Success Managers, fostering a culture of proactive leadership and consultative partnership.
  • Process Optimization: Institutionalize the "Four Pillars of Success"—Strategic Customer Engagement, Product & Process Optimization, High-Impact Internal Collaboration, and Customer Relationship & Growth Strategy—across the team.
  • Cross-Functional Advocacy: Coordinate with Account Executives (AEs) using the GOST (Goals, Opportunities, Strategy, Tactics) framework to monitor retention and growth plans for each account.
  • Establish a superior internal network across all internal partners (Sales, Ops, Tech) to influence complex problem resolution, improved delivery and better outcomes for our customers.
  • Quantitative Monitoring: Establish and monitor account health metrics, product adoption rates, and utilization trends to proactively identify at-risk accounts.
  • Qualitative Excellence: Standardize the delivery of Executive Business Reviews (QBRs/ABRs) to quantify business value and drive long-term alignment with client goals.
  • Product Influence: Champion the "Voice of the Customer" internally to influence product roadmaps and prioritize enhancements based on documented user needs.
  • 7+ years of experience in Customer Success, Account Management, or Strategic Consulting within the SaaS or Public Sector technology space.
  • 3+ years of direct people management experience, with a proven track record of leading high-performing teams to meet or exceed retention targets.
  • Proven track record of managing and successfully renewing multi-year, large-scale enterprise contracts (demonstrated experience with $50M+ portfolios preferred).
  • Expertise in leveraging CRM systems (Salesforce) and data visualization tools for account planning, forecasting, and tracking customer health metrics.
  • Bachelor's degree in a related discipline (Business, Public Administration, etc.) or equivalent experience.
  • Travel up to 25% of the time, or as needed, to support client initiatives.
  • Public Safety Expertise: Deep knowledge of the government procurement process, state funding cycles, and grant mechanisms.
  • Executive Presence: Exceptional ability to communicate and foster positive relationships with C-suite executives and high-level government officials.
  • Strategic Frameworks: Demonstrated experience in strategic account planning and adopting structured methodologies (e.g., GOST, Gainsight, or similar) to drive customer outcomes.
  • #LI-JD1
  • We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.
  • Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
  • Primary Location:
  • USA-KY-Louisville
  • Function:
  • Function - Sales and Account Management

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