Director, Client Services and Customer Success

Key Responsibilities:

Strategic Client Leadership

Serve as the primary executive‑level partner for key enterprise accounts, owning relationship strategy, contract health, and long‑term client value realization.

Develop and execute multi‑year account strategies aligned to client business outcomes, product roadmaps, and Sodales’ growth objectives.

Influence C‑suite and senior leadership stakeholders to drive adoption, expand product footprint, and strengthen strategic partnerships.
Govern end‑to‑end account performance, ensuring client satisfaction, operational stability, and proactive risk mitigation.

Program & Delivery Governance

Oversee complex, multi‑workstream client programs, ensuring alignment across product, delivery, engineering, and support organizations.

Lead executive steering committees, presenting performance insights, roadmap updates, risk assessments, and strategic recommendations.

Provide senior‑level oversight to technical and functional teams, removing blockers, ensuring accountability, and driving disciplined execution.

Upgrade & Release Leadership

Own the strategic planning and execution of client environment upgrades and major platform releases, ensuring minimal disruption and maximum business value.

Establish upgrade governance frameworks, release readiness criteria, and cross‑functional coordination plans with product and configuration teams.

Champion release adoption, ensuring clients receive appropriate training, documentation, and enablement.

Support Operations & Performance Management

Provide leadership oversight for ongoing support operations across the portfolio, ensuring SLA compliance, case trend analysis, and continuous service improvements.

Review operational performance with internal leadership, driving alignment on systemic issue resolution and long‑term quality improvements.

Lead monthly executive support reviews with clients, including dashboards, insights, and recommendations to enhance stability and satisfaction.

Change Request (CR) & SOW Governance

Oversee intake, evaluation, and prioritization of complex client change requests, ensuring strategic alignment and proper scoping.

Partner with sales, delivery, and solution engineering to define and approve Statements of Work that balance client needs and business objectives.

Lead implementation kickoff for support projects, ensuring clear solution design, delivery expectations, resources, and milestone plans.

Renewals, Growth & Commercial Strategy

Own the renewal lifecycle for enterprise contracts, partnering with Sales to ensure successful, on‑time renewals and long‑term client retention.

Identify and champion cross‑sell and upsell opportunities grounded in performance insights and client maturity modeling.

Drive initiatives that increase platform adoption, deepen product engagement, and unlock additional revenue streams.

Qualifications:

7–10+ years of experience in account management, customer success, or strategic consulting within a SaaS environment.

5+ years in senior leadership roles, managing large cross‑functional delivery or customer success teams.

Demonstrated ability to manage complex enterprise programs involving multi‑workstream coordination and executive‑level communication.

Proven experience overseeing 5+ end-to-end enterprise software implementations, ideally within SAP Cloud Platform or similar ecosystems.

Strong financial and commercial acumen, with experience in renewal strategy, SOW governance, and account expansion planning.

Proficiency with Azure DevOps and modern agile or hybrid delivery methodologies.

Certifications in project management, cloud technologies, or AI are an asset.Exceptional communication, stakeholder management, and leadership skills with the ability to influence at all organizational levels.

Demonstrated ability to lead high‑performing teams, fostering accountability, innovation, and operational excellence.

Commitment to diversity, inclusion, and collaboration across multicultural teams and client organizations.

Knowledge of Product One; Certifications in project management, AI, or cloud technologies.