Head of Enterprise Customer Success & Growth

Archer; Atlanta (GA); On-site; USD 180,000 - 240,000; Full time

Job summary

Archer is seeking a Senior Director of Customer Success to lead a team of 8+ Customer Success Executives and support the Service Industry sector, including healthcare customers. You will drive retention and expansion by ensuring adoption of high-value features and coordinating cross-functional initiatives with Sales, Finance, Services, Support, Product, and Infor leadership.

This role requires mentoring, forecasting rigor, and deep customer relationship management to deliver predictable renewal

Qualifications

• Experience in Customer Success & Account Management with Strategic / Enterprise accounts.
• Experience leading or managing customer-facing teams in an account management practice.
• Day-to-day experience using AI to advance CS needs, speed up analysis and achievement of customer outcomes
• Experience with renewal forecasting, customer retention strategies, and executive stakeholder management.
• Experience with enterprise ERP platforms such as Infor, Oracle, SAP, or Workday.

Responsibilities

• Coach and develop a team of Customer Success Executives (CSEs) focused on customer retention, expansion opportunity identification, forecasting accuracy, and customer value realization.
• Drive consistent execution of customer success methodologies, including Success Plans, Executive Business Reviews (EBRs), book of business inspection methodologies, renewal forecasting, account planning, and risk mitigation strategies.
• Partner with Sales, Finance, Professional Services, Support, Product, and Solution Consulting teams to resolve customer risks, accelerate adoption, identify expansion opportunities, and improve customer business outcomes.

Skills

Customer Success

Account Management

Executive stakeholder management

Renewal forecasting

Strategic / Enterprise accounts

Tools

Infor ERP

Oracle ERP

SAP ERP

Workday

Job description

Archer is seeking a Senior Director of Customer Success to lead a team of 8+ Customer Success Executives and support the Service Industry sector, including healthcare customers. You will drive retention and expansion by ensuring adoption of high-value features and coordinating cross-functional initiatives with Sales, Finance, Services, Support, Product, and Infor leadership.

This role requires mentoring, forecasting rigor, and deep customer relationship management to deliver predictable renewal