Senior Director, Customer Success & Solutions

<p><strong>Job Title:</strong> Senior Director, Customer Success &amp; Solutions (Enterprise Segment)&nbsp;</p> <p><strong>Department:</strong> Customer Experience&nbsp;</p> <p><strong>Location:</strong> Remote US or India<br><br>HG Insights is the gold standard in Technographics. We give business decision-makers actionable&nbsp;intelligence on IT spend, technology installations, and contract timelines for millions of companies<br>worldwide. Customers like Microsoft, Google, and Amazon rely on our data to find their next best&nbsp;customer.&nbsp;We are a team built on precision, velocity, and genuine technical innovation — and we are looking for&nbsp;someone who wants to help us eat our own cooking.</p> <p><strong>Core Responsibilities (The Profile)</strong> We’re looking to attract a "Technical Business Leader" who excels in the following areas:</p> <ul> <li><strong>Enterprise Gravitas &amp; Governance:</strong> Demonstrate a track record of leading CSM &amp; 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.</li> <li><strong>The "CFO Whisperer" Skillset &amp; ROI-Driven Solutioning:</strong> 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&amp;L impact (like Churn and Revenue).</li> <li><strong>Modern Tech Fluency &amp; GTM Automation Advisory:</strong> 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.</li> <li><strong>The Force Multiplier &amp; Proof of Value (PoV):</strong> 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?".</li> <li><strong>Financial Modeling &amp; Cross-Functional Alignment:</strong> 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.</li> </ul> <p><strong>How to Measure Success</strong></p> <p>To clarify the bar for top-tier candidates, success in this role is defined by the following measurable outcomes:</p> <ul> <li><strong>Retention &amp; Growth:</strong> Drive the strategy to maintain 90%+ GRR and unlock 110%+ NRR via strategic expansion.</li> <li><strong>Operational Velocity:</strong> Reduce Enterprise time-to-value and onboarding cycles by ~20% YoY through AI &amp; process innovation.</li> <li><strong>Predictability:</strong> Refine a health-scoring model with high accuracy (~90%) in predicting renewals.</li> <li><strong>Executive Impact:</strong> Cement "Strategic Partner" status by leading high-impact Executive Business Reviews (EBRs) for 100% of our Tier-1 accounts.</li> </ul> <p><strong>What We’re Looking For</strong></p> <ul> <li><strong>Experience:</strong> 15+ years in technical leadership roles (Enterprise CSM, Solutions Architecture or System Integration), specifically working with Global 2000 companies.</li> <li><strong>Business Mindset:</strong> You understand a P&amp;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".</li> <li><strong>Technical Breadth:</strong> Deep knowledge of Platform, API, Agents, MCP, Data Orchestration, and Go-To-Market (GTM) methodologies.</li> <li><strong>The "Consultant" Edge:</strong> 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.</li> <li><strong>Education:</strong> A B.S. in Data Science or a related field is desired; an MBA or TOGAF certification is a significant plus.</li> <li><strong>Strong GTM intelligence Experience</strong></li> </ul>