Client Success Director, West (R-20150)

Essential Key Responsibilities

• Be accountable for the assigned full lifecycle of the Client’s overall success with D&B for the most strategic and complex Global and Enterprise Clients, including Driving Adoption and Value Realisation, Client Satisfaction, supporting renewals and long-term customer value.
• Act as a trusted advisor to senior and executive customer stakeholders, bringing D&B’s best ideas, innovations, service capabilities and peer best practices to help Clients achieve measurable business outcomes.
• Lead senior customer maturity and transformation discussions for the most strategic and complex Global and Enterprise Clients, helping customers progress toward more advanced, scalable and integrated use of D&B solutions where relevant to customer outcomes.
• Guide strategic T-Minus Retention Planning in partnership with Sales for the most complex customer environments, using customer value, health, maturity, risk, stakeholder and renewal-readiness insight to support on-time renewal success.
• Translate customer health, maturity, risk and growth insight into senior-level actions that support value realisation, retention readiness, risk mitigation, Voice of the Client input and appropriate commercial follow-up by Sales.
• Guide strategic Client Success playbook execution for the most complex Global and Enterprise customer engagements, ensuring consistent focus on customer maturity, value realisation, customer health, strategic T-Minus planning, risk mitigation and retention readiness.
• Create and maintain strategic value plans that link D&B solutions to customer business goals, measurable outcomes, ROI, adoption priorities, maturity development and long-term success.
• Lead external service reviews with senior customer stakeholders to review solution adoption, progress key initiatives, assess Client sentiment, confirm value realisation and agree next actions.
• Identify risks to Clients achieving their stated business goals and work with the account team and relevant specialists to build a risk mitigation plan/get well plan.
• Develop specialist industry knowledge relevant to the Client base and advise on industry dynamics, peer best practices, customer maturity, automation opportunities and how best to utilize D&B solutions.
• Help Clients understand practical AI-enabled business value, adoption opportunities, automation use cases and maturity considerations where these support customer outcomes and value realisation.
• Share senior Voice of the Client insights, customer maturity signals, risks, product feedback, service improvement opportunities and strategic customer themes with internal leadership and relevant functional teams.
• Work within an account team matrix and coordinate Sales, Product, Data, Technology, Delivery, Customer Service, Finance, Marketing, Legal and Customer Success stakeholders around strategic customer priorities and outcomes.
• Collaborate with Technical Client Success Managers, Technical Advisory resources or other specialist functions where customers require technical implementation, integrations, workflow configuration, solution architecture, technical assessments, AI architecture or AI readiness assessments. These activities remain outside the Client Success Director role.
• Partner with Sales on renewal readiness, customer intelligence and account planning while maintaining clear boundaries. Commercial ownership, pricing, negotiations, revenue responsibility, sales quotas, new business and expansion contracting remain with Sales.
• Maintain accurate and timely information in relevant CRM systems and internal tools to support Strategic Account Planning, customer health visibility, value plans, T-Minus Retention Planning, risk mitigation and internal reporting.
• Perform additional duties as assigned, provided they are within the overall scope, qualification level and purpose of the role and in line with applicable local legal and company requirements.

Education/Experience and Competencies

• Minimum of ten years of experience working with large global enterprise clients in customer success, enterprise client success, strategic account management, value realisation, retention strategy or comparable senior post-sales customer-facing roles.
• Solid customer success or account servicing experience with complex enterprise solutions, preferably involving data, analytics, technology or highly integrated business solutions.
• Proven track record in delivering retention results through successful Client Success engagements, renewal readiness, value planning and risk mitigation.
• Strong ability to build and maintain trusted relationships with Global and Enterprise Clients, including CIOs, CTOs, CDOs, CFOs and other senior customer stakeholders.
• Excellent listening, communication, presentation, stakeholder influence and interpersonal skills at all business levels.
• Client-centric approach with good commercial instincts, while maintaining clear ownership boundaries with Sales for pricing, negotiations, revenue responsibility, sales quotas, new business and expansion contracting.
• Strong service management, Strategic Account Planning, value planning, ROI, external service review, customer maturity and T-Minus Retention Planning capability.
• Ability to identify risks to customer outcomes and work with the account team and specialists to create clear risk mitigation plans/get well plans.
• Specialist industry knowledge relevant to the assigned Client base, with the ability to advise on industry dynamics, peer best practices and effective use of D&B solutions.
• Understanding of AI-enabled business solutions, adoption, automation opportunities and customer maturity discussions from a business-value perspective, without owning technical AI architecture or implementation.
• Self-starter who can work independently, enjoys solving problems and executing against plans in a complex matrix environment.
• Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive and seek ways to collaborate and connect with people and teams in support of driving success.
• Continuous growth mindset. Keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors, and widen and broaden competencies through structured courses and programs.
• Where applicable, fluency in English and languages relevant to the working market.
• Ability and willingness to travel up to 25% as required.