Senior Director, Customer Success

Sr. Director, Customer Success - Americas

The Senior Director of Customer Success for the Americas is responsible for ensuring a competitively differentiated post-sales customer experience, while driving the recurring revenue renewal process and revenue growth for all customers in The Americas Region. This role reports to the Sr. Vice President of Global Customer Success and works alongside leaders responsible for Professional Services, Sales, and Customer Support in the Americas. The Sr. Director will lead a team of Customer Success Managers and be a key member of the broader Customer Experience and Engagement leadership team at PROS.

The ideal candidate for this role will possess a motivational leadership style and a warm, customer-focused approach. They will have the experience and strategic instincts necessary to drive improved advocacy for customer experience in all post-sales operations and lead a strategic customer account management process that ensures customer success while identifying opportunities to expand relationships. Additionally, the Sr. Director will need the skills to scale the organization and operate effectively in a global, multi-channel, and matrixed environment.

The Company - PROS:

PROS Holdings, Inc. (NYSE: PRO) provides AI-powered solutions that optimize selling in the digital economy. PROS solutions make it possible for companies to price, configure and sell their products and services in an omnichannel environment with speed, precision and consistency. Our customers, who are leaders in their markets, benefit from decades of data science expertise infused into our industry solutions.

Key Responsibilities

• Lead the Customer Success Manager team to drive end-to-end customer experience, successful renewals, revenue growth, and strong advocacy across the Americas.

• Foster a customer success culture within the team and across PROS, celebrating wins, solving customer challenges, and ensuring customer experience remains central to PROS' strategy. Partner with teams like Sales, Professional Services, Training, and Customer Support to deliver exceptional value to customers.

• Refine and execute a post-sales engagement and account management strategy that ensures initial project success, drives customer growth, and expands the solution footprint.

• Partner with Sales to leverage existing customers for ongoing PROS ACV (SaaS Annual Contract Value) growth, with CSMs and Professional Services managers collaborating with Sales Account Managers on renewals and upsells.

• Lead by example, working directly with customers and the Customer Success team to achieve win-win outcomes in major relationships, while nurturing executive-level connections.

• Provide transformational leadership to build a high-performing Customer Success team capable of successfully renewing customers in a complex solution environment.

• Drive operational excellence in the Customer Success organization to achieve key performance metrics such as ARR growth, renewals, net churn, and customer expansion.

• Establish and monitor key performance indicators (KPIs), both operational and financial, ensuring accountability for results.

• Attract, develop, and retain top talent, ensuring team members integrate into the successful PROS culture.

• Implement mechanisms to measure customer satisfaction and gather feedback to inform improvements in services or products.

• Collaborate with leadership peers to drive overall performance and excellence at PROS.

• Foster relationships with executive leaders of those customers within his/her book of business.

Desired Outcomes

• Achieve quarterly and annual business goals as outlined by the company, with a focus on recurring revenue renewal, net retention, and revenue growth within the book of business for the Americas region.

• Establish key performance metrics to assess the health and efficiency of customer relationships, including leading indicators to forecast and influence renewal success.

• Motivate and inspire the team to maintain a positive, winning attitude in both sales and post-sales situations, supporting the broader go-to-market strategy despite challenges, including customer issues and external competition.

• Foster a creative, cooperative, and inspirational relationship with global company leadership.

Candidate Profile

PROS is seeking a motivated, ambitious leader to guide the Customer Success team through the next phase of SaaS growth. The Sr. Director of Customer Success for the Americas should bring deep expertise in enterprise SaaS customer success and renewal and expansion strategies. A hands-on leader, the candidate must be able to shift from strategy formulation to operational execution. They must possess a strong executive presence, capable of engaging with customers, partners, and the senior executive team. The ideal candidate will have a track record of developing systems and tools to drive accountability within the Customer Success organization and contribute to overall company strategy.

Ideal Experience

• 10+ years in software/SaaS customer success, leading teams that drive customer experience and renewals, with experience to expand those customers.

• Managed revenue responsibility of at least $100 million in ARR, with experience leading teams and revenue in a scale that aligns with PROS’ growth strategies. Candidates with proven success on a smaller scale may also be considered.

• 8+ years of experience in managing and improving teams or business units, including implementing best-in-class customer success processes and utilizing leading metrics and analytics tools. Must be culturally aware, especially in global go-to-market strategies.

• Significant experience in large account management, particularly with enterprise clients (e.g., $1 billion+ in revenue), and building long-term relationships.

• Experience in high-growth environments with limited infrastructure, demonstrating creativity, tenacity, and cultural sensitivity.

• Proven record of delivering growth results and retention within his/her book of business.

Critical Leadership Capabilities

• Driving Results: Exceeds business goals, motivating the team to outperform on renewals, net retention, and annual contract value growth. Sets ambitious, realistic goals aligned with business objectives.

• Collaboration: Builds strong rapport with leadership and engages peers to align on goals and strategies. Adapts communication and influencing styles to drive consensus and resolve conflicts with emotional intelligence.

• Leading People: Effectively communicates business vision and direction to the team. Delegates projects with clear objectives and success metrics. Provides disciplined oversight, ensuring early corrective actions when needed. Translates business goals into team priorities and performance measures.

Skills & Personal Characteristics:

• Ownership

• Innovation

• Care

Why PROS?

PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.

This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.

Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.

Work Environment:

Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.