Global Director, Customer Success

Overview

The Director, Customer Success leads a global team of passionate Customer Success professionals who serve as the ultimate advocates and strategic partners for Prosci’s enterprise clients. This leader ensures that every client engagement—from onboarding to renewal—delivers meaningful value, drives adoption, and strengthens long-term relationships. The Director, Customer success will be responsible for driving our enterprise Membership offering and own the successful onboarding of new customers.

In this role, you will define and execute the customer success strategy for enterprise accounts, empowering your team to deliver exceptional experiences that increase satisfaction, retention, and expansion. You’ll partner closely with Sales, Advisory, Operations, and Product teams to ensure Prosci’s solutions deliver measurable impact and align with clients’ evolving needs.

Since our founding in 1994, Prosci has been laser-focused on change. By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR® model, we’ve helped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya, our AI change management coach.

At Prosci, we are a purpose-driven organization full of passionate, curious, and results-oriented people. Working at Prosci means being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right. Join us and be part of a culture that thrives on continuous learning, growth, and making a difference.

Check out our website for more about our team and approach: https://www.prosci.com/about. 

Key Responsibilities

Customer Success Leadership and Strategy

• Lead, coach, and develop a high-performing Customer Success team that delivers consistent, exceptional experiences for enterprise clients.
• Define and execute strategic priorities for client retention, adoption, and growth in alignment with company objectives.
• Define and execute on key enterprise Membership offerings and manage the process from onboarding to renewals and retention of new enterprise clients.
• Establish scalable processes, metrics, and best practices to ensure operational excellence and consistent delivery across all accounts.
• Serve as a voice of the customer within Prosci—advocating for client needs, sharing insights, and influencing business strategy.

Team Development and Performance Management

• Set clear goals and expectations for team members, providing regular feedback, coaching, and professional development opportunities.
• Build a culture of accountability, collaboration, and continuous learning.
• Partner with HR and leadership to identify, recruit, and onboard top customer success talent.
• Empower the team to take ownership of client outcomes while maintaining alignment to Prosci’s values and standards.

Client Success Operations and Enablement

• Oversee client health monitoring, reporting, and analysis to identify trends, risks, and opportunities across the portfolio.
• Ensure effective collaboration between Customer Success, Sales, Consulting, and Product teams to deliver integrated client solutions.
• Partner with Revenue Operations to refine processes, improve data accuracy, and drive efficiency through tools and technology (including Salesforce).
• Standardize account planning, renewal management, and success measurement frameworks across the team.

Executive Client and Cross-Functional Engagement

• Support high-value enterprise relationships as an executive sponsor, ensuring alignment on strategic priorities and long-term partnership goals.
• Collaborate with the Sales and Consulting leadership teams to ensure seamless handoffs and consistent client experience post-sale.
• Participate in quarterly business reviews (QBRs) and internal planning sessions to share customer insights and inform go-to-market strategy.

Requirements

Success Profile

Based on this role’s scope and responsibilities, we are seeking candidates with the following minimum qualifications, skills, attributes, and competencies.

Competencies

• Strategic Leadership: Guides team efforts with clarity and vision, aligning customer success initiatives with business outcomes.
• Develops Talent: Invests in the growth and success of others through coaching, mentorship, and clear feedback.
• Customer Focus: Champions client needs while balancing business goals, driving satisfaction, loyalty, and measurable results.
• Collaborates: Builds trust and alignment across departments, fostering open communication and shared accountability.
• Drives Results: Translates strategy into action, using data and insights to guide priorities and performance.
• Decision Quality: Makes informed, timely decisions that balance customer needs and organizational goals.

Technical/Functional Skills

• Strong familiarity with CRM systems and analytics platforms; Salesforce experience preferred.
• Skilled in operational planning, reporting, and KPI management for customer success teams.
• Proven ability to lead through change and scale operations with a growing organization.
• Track record of using data-driven insights to enhance client engagement and team performance.
• Understanding of change management principles and their business application (ADKAR® experience is a plus).
• Experience leading distributed or virtual teams across time zones.

Qualifications

• Bachelor’s degree in Business, Communications, or related field (or equivalent professional experience).
• 10+ years of experience in Customer Success, Account Management, or related field, with at least 5 years in a leadership role.
• Experience in professional services, consulting, SaaS, or change management environments.
• Demonstrated success leading customer-facing teams, driving retention, and influencing cross-functional strategy.

Additional Information

Travel Requirements: This role requires up to 10% travel, potentially internationally, and requires a valid passport.

Work Location: This is a remote role within the United States, but will require some flexibility working across time zones, since it is a global role.

Compensation: $140,000 - $150,000 USD is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience. This role is eligible for commissions and is eligible for inclusion in our annual performance bonus program.

Benefits: Through our experience and strategic focus on the people side of change, we know that by taking care of our people, we are taking care of our business. In addition to the compensation detailed above, we offer comprehensive wellness benefits, including generous flexible paid time off, holidays and volunteer time, medical, dental, vision, long-term and short-term disability programs, life insurance, pet insurance, 401k with company matching, and access to LinkedIn Learning.  Our “mostly virtual” culture is vibrant with many opportunities to collaborate with colleagues from around the world, get involved in employee-led interest and resource groups, and to meet up with team members at in-person local or market-wide events.

We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply. Prosci is an equal opportunity employer that is committed to inclusion and diversity.  Employment opportunities at Prosci are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. You can learn more about our efforts to build a more inclusive, equitable and diverse organization: https://www.prosci.com/about/dei.

If you require assistance due to a disability applying for open positions, please submit a request to: [email protected].