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Procurement Success Director


PAAS Advisors is currently seeking a Procurement Success Directors who is outcome-driven and possess extraordinary skills across customer operations, communication, and program management skills to operationalize, optimize and scale our adoption and retention strategy, processes and cross-functional interlocks.


The Director, Procurement Success will be accountable for the development and operationalization of Customer strategy and driving a measurable impact on key outcomes like adoption, customer outcomes, retention, annual revenue, expansion, cost to serve, time to value, etc. The role will see you working cross-functionally, across a broad array of teams, driving alignment with the broader PAAS strategy, and ultimately accountable for all aspects of our CSM investment strategy and its success.



You will interface frequently and drive collaboration with adjacent CS Renewal Operations, CS Platforms and Automation, Customer Experience, Professional Services, Support, Sales and other daily functions.



  • Work cross-functionally across Finance, HR, Revenue Operations, Global Business Operations, and other teams to ensure alignment and promote the needs and impacts of the CSM function.

  • Influence executive leadership within the business areas to create and maintain alignment around the Adoption and Retention business objectives, priorities, cross functional dependencies, measurable benefits, success criteria, scope, and constraints impacting delivery.

  • Be a thought leader. Incorporate Adoption and Retention leading practices and current and future market, product/technology, and customer dynamics into our strategy and priorities. Use external and internal insights and data to inform the strategic roadmap.

  • Manage and maintain a virtual library of all CSM best practices and associated content/processes.

  • Develop Standard Operating Procedures (SOPs) that define the role of the CSM.

  • Collate the Best Practice Messaging, Collateral, & Artifacts that support each playbook.

  • Define the data points and analytics that track the adoption of identified global best practices.

  • Own and manage the launch and adoption of all CSM focused programs.

  • Launch strategies for ensuring an effective field feedback loop so we can understand what our field of CSMs need to succeed and support our customers’ success.

  • Work closely with our CSM enablement function to ensure we are delivering the necessary enablement to our CSMs (both technical, functional, and procedural in nature.

  • 7+ years of progressive experience in a SaaS company leading post-sales, customer-facing, and operations roles.

  • 5+ years leading Customer Success and Renewal teams with accountability for business results.

  • 5+ years of strategy and operations experience leading cross-functional initiatives.

  • Experience implementing commercial analytics and driving operational excellence.

  • Experience supporting a quota carrying sales/renewals team and driving sales productivity.

  • A strong passion for delivering value to customers.

  • Experience leading a team of Customer Success Managers for enterprise B2B SaaS organizations

  • Recruit and develop Customer Success Managers in a rapidly growing environment

  • Demonstrate high impact leadership by setting a vision and strategy, motivating others, and driving customer priorities in your territory

  • Deliver on renewal, adoption, and expansion targets

  • Be a point of escalation for your team and customers. Manage conflict with a customer first perspective

  • Partner with large system integrators and regional partners to ensure successful Anaplan implementations

  • Build a culture of doing the right thing for our customers. Be focused on customer value and positive business outcomes

  • Ability to interface with C-Suite and technical practitioners in a consultative setting within Finance, Sales, Supply Chain, and/or HR planning solutions

  • Excellent written and verbal communication skills with the ability to interact and influence at all levels of the organization

  • Experience with best practices for adoption and retention for B2B SaaS applications


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