[Remote] Senior Director, Customer Success & Solutions

Note: The job is a remote job and is open to candidates in USA. HG Insights is the gold standard in Technographics, providing actionable intelligence on IT spend and technology installations for millions of companies. They are seeking a Senior Director of Customer Success & Solutions to lead a team focused on driving enterprise customer implementations and ensuring effective partnerships with C-suite stakeholders.

Responsibilities

• Demonstrate a track record of leading CSM & Solutions team for Global 2000 clients and navigating high-level organizational complexity
• Establish AI powered GTM blueprints and best practices that allow enterprise customers to scale their HG implementations globally
• Guide your teams to effectively partner with C-suite stakeholders (CTO, CIO, CFO) to map business challenges to technical solutions, ensuring every architectural decision translates into a clear, phased ROI
• You must have the ability to translate technical variables (like Data Orchestration or APIs) into tangible P&L impact (like Churn and Revenue)
• Apply deep expertise in how AI agents and data orchestration integrate into a scalable GTM engine
• Drive the design of end-to-end enterprise GTM workflows, ensuring that HG solutions integrate seamlessly with existing CRMs, User Portals, and third-party Apps
• Build a team of 'consultative experts' rather than just managing a group of contributors
• Direct the technical execution of PoVs, shifting the team's focus from 'does it work?' to 'how much value does this create for the business?'
• Foster collaboration between Sales, Solutions, and Customer Success to build 'Business Value Assessments' that quantify the impact of architectural choices on the customer’s bottom line
• Drive the strategy to maintain 90%+ GRR and unlock 110%+ NRR via strategic expansion
• Reduce Enterprise time-to-value and onboarding cycles by ~20% YoY through AI & process innovation
• Refine a health-scoring model with high accuracy (~90%) in predicting renewals
• Cement 'Strategic Partner' status by leading high-impact Executive Business Reviews (EBRs) for 100% of our Tier-1 accounts

Skills

• 15+ years in technical leadership roles (Enterprise CSM, Solutions Architecture or System Integration), specifically working with Global 2000 companies
• You understand a P&L statement as well as you understand GTM workflow and org design, and you can effectively explain technical concepts like 'Latency' in terms of business metrics like 'Customer Churn'
• Deep knowledge of Platform, API, Agents, MCP, Data Orchestration, and Go-To-Market (GTM) methodologies
• Exceptional storytelling and presentation skills. You can walk into a boardroom and turn a skeptical CFO into a project champion, and you can mentor your team to do the same
• A B.S. in Data Science or a related field is desired; an MBA or TOGAF certification is a significant plus
• Strong GTM intelligence Experience

Company Overview

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