- Job Type: Full-Time
- Function: Technical/Customer Support
- Industry: Enterprise
- Post Date: 02/07/2026
- Website: icertis.com
- Company Address: 14711 NE 29th Place, Suite 100, Bellevue, WA 98007, US
About Icertis
Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success.Job Description
Join Icertis, the leading provider of contract intelligence solutions, as our Customer Success Director (CSD). In this key role, you will Partner with our top customers to ensure their successful adoption of Icertis solutions and achieve their business outcomes. As a player/coach, you will drive customer success, while developing processes, tools, and talent to meet both our customers' and Icertis' objectives. You will proactively define success metrics, identify value opportunities, and foster executive alignment to ensure maximum value realization and customer satisfaction.
Responsibilities
What you will do
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Cultivate outcome focused programs which deliver mutually beneficial results to ensure platform adoption, contract renewals, and revenue growth.
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Build and maintain strong relationships with senior business sponsors to align with and deliver upon business goals.
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Develop and measure success goals, address any roadblocks, and ensure effective adoption of the platform.
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Create action plans to mitigate churn risk, respond to NPS feedback, and increase customer reference-ability globally.
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Introduce new platform features and demonstrate their value to encourage customer adoption and enhance platform effectiveness.
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Hire, mentor, and inspire team members to achieve their performance and career goals.
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Leverage your knowledge of contract lifecycle management to guide and develop the skills of the Customer Success team.
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Develop tools and processes to accelerate customer adoption and quantify the value of the Icertis platform.
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Contribute to the continuous improvement of the Customer Success team by sharing best practices and success stories.
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Work with Icertis leadership to deliver exceptional customer success.
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Proactively identify, forecast, and reduce revenue churn.
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Spot and act on expansion and cross-sell opportunities within existing customers.
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Demonstrate your expertise at customer and partner events.
Qualifications
What you will bring
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8+ years in customer-facing roles in technology, procurement, contracting, legal, commercial, and/or consulting leadership.
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Flexibility and commitment to support customer needs and business objectives.
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Proven experience in managing and growing strategic accounts and executive relationships.
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Skilled at managing multiple priorities and complex customer relationships.
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Ability to quickly build trust-based relationships at all levels with customers.
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Passion for developing and leading talent in a collaborative team environment.
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Experience aligning customer business problems with our solutions and understanding the platform landscape.
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Bachelor’s Degree required; MBA is a plus.
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Ability to travel up to 60%.
Salary Range:
Min $185,000 - 265,000 base salary + 18% bonus per year
Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities. In addition to base salary and an annual target incentive bonus, an equity component is included.
Our Commitments
Icertis is committed to:
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Supporting employees’ and their families’ physical, mental, and financial well-being.
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Accelerating Icertians’ careers.
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Making a social and environmental impact in our communities.
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Cultivating and advancing a culture of diversity, equity, inclusion, and belonging (DEIB) across our company, customers, and suppliers.
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Generous holidays, including the 4th of July week off (paid).
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Free professional and leadership coaching.
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Annual personal development allowance.
What we offer:
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Robust medical, dental, vision, and mental health benefits.
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Employee Assistance Program (EAP).
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Equity (RSUs) and shared ownership in the company.
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Generous 401(k) match.
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Flexible work environment.
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Paid maternity and paternity leave.
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Generous holiday and PTO program.
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CaaS (Coaching as a Service).
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Annual personal development allowance.
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7 Days for Humanity – seven paid volunteer days annually.
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Global and regional DEIB steering committees and employee resource groups (ERGs).
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Global DEIB training programs and guest speakers throughout the year.
About Us
Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.
About the Team
Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.
Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.