Director - Customer Success (HOUSTON BASED)

GEP; Clark (NJ); On-site; USD 170,000 - 200,000; Full time

Benefits offered by this job

Health coverage (medical, dental, and

401(k) with company match

Paid time off

Company holidays

Professional development

Job summary

GEP seeks a Director of Customer Success, Houston based, to partner with our enterprise clients and drive measurable value from GEP's AI-powered SaaS platform. You will own large accounts, shape adoption, retention, and growth, and represent the customer voice across cross-functional teams.

You will build executive relationships, lead strategic reviews, and guide teams in delivering outcomes. This role blends technology, business strategy, and client leadership to maximize ROI for top clients.

Qualifications

• Significant experience in Customer Success or Account Management for enterprise clients.
• Background in procurement/supply chain is a plus.
• Strong executive presence and ability to influence at C-suite level.

Responsibilities

• Own and manage a portfolio of large enterprise accounts, driving adoption and value.
• Lead executive business reviews, renewals, and escalations with credibility.
• Collaborate with product, services, and sales to ensure client success and renewal.

Skills

Customer Success leadership

Enterprise account management

B2B SaaS

Executive relationship management

Cross-functional collaboration

Strategic planning

Education

Bachelor's degree in Business or related field

Job description

Director - Customer Success (HOUSTON BASED) GEP Clark, Clark, New Jersey, United States 10 - 15 Years Full Time

Job Description

Welcome to GEP

Who We Are

GEP, with over 30 offices internationally, is the fastestgrowing procurement and supply chain solutions firm – consulting, software andmanaged services. GEP has succeeded by being smart and creative; solvingcomplex problems and finding opportunities for the world’s largestorganizations.

How You Grow at GEP

We recognize people who make a genuine difference, work hardand drive achievements. Results are noticed and rewarded. It’s how you willgrow a career at GEP, and in a much shorter time frame than at other firms.

Celebrating Everyone

GEP succeeds through the ideas and creativity of our teammembers so we embrace people of all experiences, nationalities, abilities,cultures, races, gender identities, sexual orientations and ages. What makesyou unique and different is celebrated and will help GEP stand out even more.And we are a women-founded and -owned company so our foundation is making GEP agreat place to work for women, a place where women can learn, advance and giveback.

Are You One of Us?

Director of Customer Success - HOUSTON BASED

As Director of Customer Success at GEP, you'll be astrategic partner for our most important enterprise clients, ensuring theyrealize measurable, lasting value from their investment in GEP's AI-poweredSaaS platform. You'll own a portfolio of GEP's largest accounts, set thestrategic playbook for adoption, retention, and growth, and represent the voiceof the customer.

This role sits at the intersection of technology, businessstrategy, and executive relationship management. You'll bring deep expertiseand executive credibility directly to bear on the accounts and relationshipsthat matter most, while partnering closely with Sales, Product, Services, andSupport, and mentoring CSMs informally as a senior voice in the function.

WHAT YOU'LL DO -

Strategic Client Partnership

• Serve as a strategic advisor and primary pointof contact for a portfolio of GEP's largest enterprise clients, building deeprelationships across business, IT, and executive stakeholders.
• Understand each client's strategic goals andchallenges at a deep level and proactively shape how GEP's capabilities map totheir evolving needs.
• Champion client outcomes internally, advocatefor your clients across product, support, and services teams, and removeroadblocks that stand in the way of their success.

Executive Relationships & Escalations

• Own and nurture executive-level relationshipswith your accounts, serving as a trusted advisor and escalation point forC-suite and senior business stakeholders.
• Lead high-stakes conversations - executivebusiness reviews, renewal discussions, and complex escalations - withcomposure, credibility, and command of the room.
• Step in on the most sensitive or high-risksituations across the broader client portfolio, bringing seasoned judgment tode-escalate and drive resolution.

Retention & Growth

• Own the health of your accounts, proactivelyidentify risks and develop action plans to drive retention and renewal.
• Identify and pursue expansion opportunities inpartnership with the sales team, applying strong commercial instincts tosurface and shape growth conversations.
• Track and communicate ROI and success metricsthat matter most to your clients and to GEP's business.
• Drive product adoption and engagement, helpingclients embed GEP solutions deeply into their day-to-day procurement and supplychain operations.
• Lead best-practice guidance and optimizationreviews to ensure clients extract maximum value from the platform.
• Guide clients toward self-sufficiency with GEP'stools, methodologies, and resources over time.

Strategic Influence & Mentorship

• Act as a voice of the customer to Product,shaping the roadmap with insights and patterns surfaced from your accounts andthe broader portfolio.
• Serve as an informal mentor and best-practiceresource for Customer Success Managers, sharing playbooks and coaching throughcomplex account situations.
• Partner with Marketing and Sales on clientadvocacy - references, case studies, and participation in GEP's global andregional user community.
• Represent Customer Success in cross-functionalplanning, bringing a strategic, portfolio-level perspective to companypriorities.

WHAT YOU'LL BRING -

• Significant experience in Customer Success,Account Management, or a related client-facing role within a B2B SaaSenvironment, with a track record of owning large, complex enterprise accounts —we value depth of impact over years on a resume.
• A background in procurement, supply chain, oradjacent domains (S2P, P2P, AP, ERP, or similar) is a strong plus.
• Bachelor's degree in Business, or a relatedfield, or equivalent practical experience.
• A natural relationship-builder who earns trustand credibility with C-suite and senior executive stakeholders, both internallyand with clients.
• Strong commercial and analytical instincts,fluency in the metrics that matter (retention, NRR, churn, adoption, CSAT/NPS)and how to translate them into action.
• Executive presence and facilitation skills - youknow how to run a room, whether it's an executive business review, ahigh-stakes escalation, or a portfolio update to leadership.
• Experience navigating complex, cross-functionalenterprise environments and managing high-stakes escalations with urgency andsound judgment.
• A collaborative mindset - you thrive workingwith internal teams (product, services, support, sales) to deliver for yourclients and enjoy informally coaching and mentoring less senior CSMs.

Salary Range : $170,000 – $200,000 annually, based on experience and qualifications.

Additional Compensation : Eligible for a performance-based bonus tied to individual and company performance.

Benefits : Comprehensive health coverage (medical, dental, and vision), 401(k) plan with a 3% company match, paid time off, company holidays, and professional development opportunities.

GEP’s strength is its people. As a leader in procurement and supply chain solutions, we are committed to providing innovative solutions that create a competitive advantage for enterprises worldwide. Our leadership helps us maintain this focus and drives our commitment to deliver the highest value to our clients.

GEP’s leadership is a collective of some of the most experienced and accomplished professionals in the industry. Blending together strong business acumen with rich technical expertise, they are leading GEP’s global workforce into the future

#WeAreGEP

What makes us really stand out from the crowd?

We value and invest in talent. We respect honesty and individuality. We put our clients and our people first. This is what makes us special, and why GEP is an exceptional place to work.