The Director of Strategic Customer Engagement is responsible for leading end-to-end, high-impact customer engagements designed to reduce adoption risk, address customer dissatisfaction (CDC), and protect and expand long-term customer value. This role operates above day-to-day customer management, focusing instead on strategic interventions, executive alignment, and outcome recovery across Icertis’ most critical customer relationships.

This role is accountable for orchestrating cross-functional engagement models that stabilize at-risk customers, re-establish executive trust, accelerate adoption of core and AI-powered capabilities, and realign customer programs to their intended business outcomes. The Director serves as a senior, trusted advisor to customer executives and internal leadership, stepping in at moments of complexity, risk, or inflection.

The position partners closely with Customer Success, Sales, Product, Consulting, Support, and Partners to diagnose root causes of risk, define corrective strategies, and ensure accountability for execution—while also evolving Icertis’ enterprise-level customer engagement frameworks for 2026 and beyond.

Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.

Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.

Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.

10+ years of senior customer-facing leadership experience in enterprise SaaS, technology, consulting, or complex platform environments

Demonstrated success leading executive-level customer interventions, escalations, and transformation initiatives

Strong ability to diagnose complex, multi-factor customer challenges and drive structured, outcome-oriented resolution

Executive presence with credibility to engage C-suite and senior stakeholders in high-stakes situations

Deep understanding of enterprise adoption dynamics, change management, and value realization

Experience with AI-enabled platforms and driving adoption of advanced capabilities in enterprise environments

Ability to influence without direct authority and orchestrate cross-functional teams

Bachelor’s Degree required; MBA or equivalent experience preferred

Willingness to travel up to 50–60%

Salary Range:

Min $185,000 - 265,000 base salary + 18% bonus per year

Pay offered will vary based on job-related factors such as location, experience, training, skills, and abilities. In addition to base salary and an annual target incentive bonus, an equity component is included.

Our Commitments

Icertis is committed to:

Supporting employees’ and their families’ physical, mental, and financial well-being.
Accelerating Icertians’ careers.
Making a social and environmental impact in our communities.
Cultivating and advancing a culture of diversity, equity, inclusion, and belonging (DEIB) across our company, customers, and suppliers.
Generous holidays, including the 4th of July week off (paid).
Free professional and leadership coaching.
Annual personal development allowance.

What we offer:

Robust medical, dental, vision, and mental health benefits.
Employee Assistance Program (EAP).
Equity (RSUs) and shared ownership in the company.
Generous 401(k) match.
Flexible work environment.
Paid maternity and paternity leave.
Generous holiday and PTO program.
CaaS (Coaching as a Service).
Annual personal development allowance.
7 Days for Humanity – seven paid volunteer days annually.
Global and regional DEIB steering committees and employee resource groups (ERGs).
Global DEIB training programs and guest speakers throughout the year.

Strategic Engagements & Risk Reduction

Lead end-to-end strategic customer engagements for high-risk, high-visibility, or high-value customers

Diagnose root causes of adoption gaps, dissatisfaction, and CDC risk across technology, process, governance, and enablement

Design and execute structured recovery and optimization plans with clear outcomes, milestones, and accountability

Serve as the primary executive engagement lead during critical moments, escalations, and inflection points

Executive Alignment & Outcome Reset

Re-establish alignment with customer executive sponsors on business objectives, success metrics, and program ownership

Facilitate executive-level discussions to reset expectations, clarify value realization paths, and reframe success

Translate complex platform, AI, and delivery realities into clear, outcome-focused narratives for customer leadership

Adoption, Optimization & AI Enablement

Accelerate adoption of core and AI-powered Icertis capabilities as part of structured intervention programs

Identify opportunities to simplify, re-sequence, or re-scope customer adoption to unlock faster time-to-value

Partner with Product and Consulting teams to address adoptability gaps and AI readiness barriers uncovered during engagements

Cross-Functional Orchestration & Accountability

Orchestrate cross-functional teams across Customer Success, Sales, Consulting, Support, Product, and Partners to deliver against recovery and optimization plans

Establish clear ownership, decision rights, and escalation paths across internal and customer stakeholders

Ensure follow-through and measurable progress against agreed outcomes

Insights, Patterns & Operating Model Evolution

Identify systemic patterns across strategic engagements and translate them into improvements in playbooks, enablement, and engagement models

Inform leadership on recurring CDC drivers, adoption barriers, and AI enablement gaps

Contribute to the evolution of enterprise customer engagement frameworks, adoption playbooks, escalation models, and executive governance for 2026

Leadership & Thought Partnership

Act as a senior advisor to Customer Success leadership on complex customer situations and strategic decisions

Mentor Customer Engagement and CSM leaders on executive engagement, risk management, and value-based conversations

Represent Icertis as a senior thought leader in executive briefings, customer councils, and strategic forums

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