Sr. Director, Global Customer Success
Salary undisclosed
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28 February 2025
About Us
Korn Ferry is a global organizational consulting firm. We help clients synchronize strategy and talent to drive superior performance. Korn Ferry works with organizations to design their structures, roles, and responsibilities. We help them hire the right people to bring their strategy to life. And we advise them on how to reward, develop, and motivate their people. Our 10,000 colleagues serve clients in more than 50 countries.
Korn Ferry Digital Is a Scaled Product Business Unit Within Korn Ferry That Develops And Sells Our Suite Of Talent Products And HR Technology, Supporting Clients Across Six Solution Areas
Job Description
OPPORTUNITY TO ENHANCE YOUR CAREER - It’s about exceeding your potential.
The Senior Director of Client Success is responsible for building and scaling a world-class CS function that drives adoption, retention, growth across our global customer base. This leader will develop and implement CS strategies, operational frameworks, and scalable processes to ensure Korn Ferry Digital customers derive maximum value from our solutions.
The ideal candidate is an experienced CS leader with deep SaaS expertise, a passion for driving client impact, and a proven track record in improving client health. This role requires close collaboration with Sales, Product, Delivery, Marketing, and Support to optimize the customer journey.
Key Responsibilities
$120,000.00 - $170,000.00
Salary range represents the compensation Korn Ferry expects to pay to a candidate with the requirements for the job posted. Korn Ferry offers competitive compensation and benefits commensurate with experience.
Korn Ferry Benefits
The Korn Ferry Cares Wellbeing Platform offers Employees health benefits (Medical, Dental, Vision, Short Term Disability, Basic Life and Accidental Death & Dismemberment), Critical Illness, Accident Injury, Hospital Indemnity, and Legal Insurance. Employees are eligible to enroll in Korn Ferry's Tax Deferred Savings plan 401(k). Employee Stock Purchase Program is available to all permanent employees who work 20 hours or more after 6 months of service.
Employees are eligible to receive a total of 15 days vacation annually plus paid time off for 16 company holidays. Full time eligible employees will accrue sick time commencing on the first date of employment at the rate of 3.33 hours per pay period for an annualized maximum of 80 hours.
Internal Mobility at Korn Ferry
If you currently work for Korn Ferry or one of our affiliates, you must be eligible to apply for a different position within Korn Ferry to use the Careers Site. If you accept such a position, your benefits programs and Human Resources policies may change. Please consult with your HR contact for the new position concerning application eligibility, including any immigration/visa needs, benefit programs, and HR policies applicable to that position.
Korn Ferry is an Equal Employment Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status or any other characteristic protected by federal, state, or local law.
28 February 2025
About Us
Korn Ferry is a global organizational consulting firm. We help clients synchronize strategy and talent to drive superior performance. Korn Ferry works with organizations to design their structures, roles, and responsibilities. We help them hire the right people to bring their strategy to life. And we advise them on how to reward, develop, and motivate their people. Our 10,000 colleagues serve clients in more than 50 countries.
Korn Ferry Digital Is a Scaled Product Business Unit Within Korn Ferry That Develops And Sells Our Suite Of Talent Products And HR Technology, Supporting Clients Across Six Solution Areas
- Organizational Strategy
- Assessment and Succession
- Talent Acquisition
- Leadership and Professional Development
- Sales and Service
- Total Rewards
Job Description
OPPORTUNITY TO ENHANCE YOUR CAREER - It’s about exceeding your potential.
The Senior Director of Client Success is responsible for building and scaling a world-class CS function that drives adoption, retention, growth across our global customer base. This leader will develop and implement CS strategies, operational frameworks, and scalable processes to ensure Korn Ferry Digital customers derive maximum value from our solutions.
The ideal candidate is an experienced CS leader with deep SaaS expertise, a passion for driving client impact, and a proven track record in improving client health. This role requires close collaboration with Sales, Product, Delivery, Marketing, and Support to optimize the customer journey.
Key Responsibilities
- Define and execute Korn Ferry Digital’s Customer Success strategy to maximize retention and expansion.
- Develop a structured CS function, aligning regional teams under a unified vision, operational model, and infrastructure.
- Champion a customer-centric culture across the organization.
- Develop and refine customer segmentation & tiered engagement models
- Enhance renewal and upsell playbooks, working cross-functionally with Sales and Delivery to identify expansion opportunities.
- Implement customer health scoring based on usage data, satisfaction, and business outcomes.
- Drive structured QBRs, success planning, and engagement frameworks to enhance client relationships.
- Establish best practices for executive sponsorship and high-touch engagement with strategic accounts.
- Standardize onboarding, playbooks, and adoption frameworks to reduce time-to-value.
- Partner with the Delivery team to streamline post-sale implementation and optimize service efficiency.
- 10+ years of experience in Customer Success, Account Management, or Post-Sales Leadership, with a proven track record in a global SaaS organization.
- Strong expertise customer lifecycle management, customer segmentation and engagement modeling.
- Experience leading and scaling CS teams across multiple geographies.
- Experience establishing team KPIs and compensation plans in conjunction with post-sales and renewal goals.
- Solid understanding of CS technology stacks, automation, and customer health analytics.
- Exceptional executive presence with strong communication, storytelling, and influencing skills.
- Proven ability to work cross-functionally across Sales, Product, and Delivery.
- Strong analytical mindset with data-driven decision-making capabilities.
- Proven experience in a building and scaling CS in a rapidly growing and changing SaaS environments supporting multiple solutions.
- Strategic Thinking & Execution: Ability to define long-term vision and translate it into actionable strategies.
- Customer-Centric Mindset: Passionate about delivering exceptional customer experiences and driving measurable impact.
- Cross-Functional Leadership: Strong collaboration and influence across Sales, Product, and Delivery organizations.
- Operational Excellence: Deep understanding of scaling CS operations through automation and best practices.
- Analytical & Data-Driven: Uses data insights to drive decisions, improve processes, and measure success.
- Bachelor's degree in Business, Marking or Communications, Finance or Economics.
$120,000.00 - $170,000.00
Salary range represents the compensation Korn Ferry expects to pay to a candidate with the requirements for the job posted. Korn Ferry offers competitive compensation and benefits commensurate with experience.
Korn Ferry Benefits
The Korn Ferry Cares Wellbeing Platform offers Employees health benefits (Medical, Dental, Vision, Short Term Disability, Basic Life and Accidental Death & Dismemberment), Critical Illness, Accident Injury, Hospital Indemnity, and Legal Insurance. Employees are eligible to enroll in Korn Ferry's Tax Deferred Savings plan 401(k). Employee Stock Purchase Program is available to all permanent employees who work 20 hours or more after 6 months of service.
Employees are eligible to receive a total of 15 days vacation annually plus paid time off for 16 company holidays. Full time eligible employees will accrue sick time commencing on the first date of employment at the rate of 3.33 hours per pay period for an annualized maximum of 80 hours.
Internal Mobility at Korn Ferry
If you currently work for Korn Ferry or one of our affiliates, you must be eligible to apply for a different position within Korn Ferry to use the Careers Site. If you accept such a position, your benefits programs and Human Resources policies may change. Please consult with your HR contact for the new position concerning application eligibility, including any immigration/visa needs, benefit programs, and HR policies applicable to that position.
Korn Ferry is an Equal Employment Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status or any other characteristic protected by federal, state, or local law.