Principal Director Of Client Success/account Executive

Principal Director Of Client Success/Account Executive

Apiphani is a technology-enabled managed services company dedicated to redefining what it means to support mission-critical enterprise workloads. We're a small but rapidly growing company, which means there's lots of room for growth and learning opportunities abound!

Apiphani is dedicated to creating a diverse and inclusive work environment for all as a fundamental component of our business. Diversity and inclusion are the bedrock of creativity and innovation. Without diversity of experience and thought, we would fail to progress as a company and as a team. Apiphani strives to foster an environment of belonging, where every employee feels respected, valued, and empowered. We embrace the unique experiences, perspective, and cultural background, which only you can bring to the table.

Position Summary

The Principal Director of Client Success leads Apiphani's Customer Success organization, reporting to the CRO and managing a team of CSMs. This role owns the execution and continuous improvement of the Customer Success Framework to ensure measurable value delivery, client retention, and expansion across all managed accounts. The director orchestrates alignment among SDM (Delivery), and PMO to translate operational performance into business outcomes, maintain portfolio health and renewals, and provide executive visibility into risks, opportunities, and forecasted growth. The Account Executive (AE) manages the commercial relationship with assigned clients, ensuring contractual compliance, renewal readiness, and margin integrity. Reporting to the CRO, this role partners with the CSM and Delivery teams to align financial governance, renewals, and expansion planning without engaging in new logo sales. As accounts mature, the AE also supports identification of expansion opportunities.

Key Responsibilities

• Own renewals, pricing discussions, and contract governance for assigned clients.
• Maintain accurate revenue and margin forecasts, ensuring PO coverage and financial integrity.
• Partner with Client Success Managers (CSMs) to align commercial health with client outcomes and satisfaction.
• Collaborate with Delivery and PMO teams to evaluate scope changes, resource impacts, and service maturity before any proposal or adjustment.
• Support expansion planning within existing accounts (upsell, cross-sell, scope increases) when value realization is demonstrated.
• Maintain CRM accuracy and provide executive visibility into renewal pipeline, revenue status, and forecast variances.
• Coordinate with Finance to ensure invoicing accuracy, timely renewals, and compliance with contractual terms.
• Contribute financial insights during QBRs and executive reviews to strengthen renewal posture and identify growth readiness.
• Lead and evolve Apiphani's Customer Success strategy, framework, and KPIs.
• Oversee account segmentation, health scoring, and executive QBRs.
• Partner with Delivery and Finance to track revenue, margin, and contract health.
• Align CSM, AM, SDM, and PMO roles to ensure accountability and operational execution.
• Guide CSMs and AMs in developing and executing Success Plans tied to client outcomes.
• Provide executive visibility into portfolio performance (renewals, risk, and expansion).
• Mentor and develop the Customer Success team; establish consistent playbooks and cadences.
• Represent Customer Success in cross-functional planning, forecasting, and strategic decision-making.

Skills and Experience

• 10+ years in Customer Success / Account / Delivery leadership for enterprise tech or managed services.
• Proven track record building/operating a CS framework (segmentation, health scoring, QBRs, playbooks).
• Strong financial acumen: margin, revenue forecasting, renewal economics, portfolio planning.
• Executive presence: able to influence CRO/CDO/CFO peers and brief the ELT/Board.
• Change leadership and org design; hiring, coaching, and scaling teams.
• Data-oriented: comfort with dashboards/BI, Excel/Sheets; metrics design and enforcement.
• Familiarity with ITIL/SAP or adjacent enterprise delivery models (nice to have).
• 10+ years in Account Management, Customer Success, or commercial operations in enterprise or managed services.
• Strong financial and contractual acumen; skilled in pricing, renewals, and forecasting.
• Proven ability to manage complex renewals and margin optimization.
• Excellent collaboration with CSMs, Delivery, and Finance teams.
• Familiarity with CRM and financial systems for reporting accuracy.

Company Benefits

• Medical/dental/vision - 100% paid for employees, 50% paid for dependents
• Life and disability - 100% paid for employees
• 401K - 3% contribution, no employee contribution necessary
• Education and tuition reimbursement - up to $50K annually
• Employee Stock Options Plan
• Accident, critical illness, hospital indemnity benefits offered through our providers
• Employee Assistance Program
• Legal assistance
• Paid Time Off - up to 6 weeks per year
• Sick Leave - up to 2 weeks per year
• Parental Leave - up to 12 weeks