Associate Vice President, Customer and Partner Delivery Operations
IcertisThe AVP, Customer Experience is the frontline executive responsible for engaging Icertis’ most strategic customers to achieve measurable adoption, value realization, and business outcomes—while evolving how Customer Success operates in an AI-first, outcomes-driven environment.
This is a player / coach role, accountable for direct executive engagement with customers as well as the continuous development of the processes, tools, operating models, and talent required to deliver scalable, high-impact customer outcomes. The role balances hands-on customer leadership with organizational transformation, ensuring Customer Success evolves to meet the expectations of modern enterprise customers in 2026 and beyond.
Responsibilities
Customer Success & Experience Transformation Focus (2026)
In addition to supporting current customers, this role is responsible for evolving Customer Success to:
Lead AI product adoption and operationalization, not just enablement
Move from static training to role-based, usage-driven enablement
Leverage predictive health, sentiment, and usage insights to anticipate risk and opportunity
Build modern Customer Experience capabilities that blend business advisory, platform expertise, and AI fluency
Key Responsibilities:
Customer Engagement & Adoption Maturity
Act as the primary executive engagement leader for top-tier customers, ensuring alignment on business objectives, adoption goals, and measurable outcomes
Drive high-impact customer engagement that results in sustained platform adoption, renewals, and expansion
Partner with senior customer stakeholders to translate strategic priorities into outcome-based success plans
Lead value realization discussions connecting platform usage, contract data, and AI insights to tangible business results
Adoption, Enablement & AI Acceleration
Accelerate adoption of core and AI-powered Icertis capabilities, moving customers from enablement to optimization and innovation
Introduce new and underutilized platform features, clearly articulating value to motivate execution and change
Evolve enablement approaches toward role-based, use-case-driven, and usage-informed engagement models
Partner with Product and Consulting teams to influence solution adoptability and AI readiness based on customer feedback
Customer Health, Retention & Growth
Proactively identify, forecast, and mitigate churn and adoption risk using health, usage, and engagement signals
Build and execute targeted action plans to address NPS feedback, improve satisfaction, and increase customer reference-ability
Identify and support expansion and cross-sell opportunities aligned to customer maturity and outcomes
Own and drive renewal readiness for assigned strategic customers by ensuring adoption, value realization, and executive alignment are established well in advance of renewal milestones
Partner closely with Sales and Renewals teams to support high-quality, predictable renewals grounded in demonstrated customer outcomes rather than last-minute commercial negotiations
Proactively identify upsell and expansion opportunities based on customer maturity, usage patterns, AI adoption readiness, and evolving business objectives
Support joint account planning with Sales by providing insight into adoption health, risk areas, and expansion timing, ensuring customer success motions and commercial strategies are aligned
Talent, Operating Model & Capability Development
Hire, develop, mentor, and upskill Customer Experience talent to operate as trusted advisors and value leaders
Define and evolve Customer Success competencies, including business acumen, CLM expertise, data interpretation, and AI fluency
Establish scalable processes, playbooks, and engagement standards to enable consistent, high-quality customer experiences
Serve as a player / coach by modeling best-in-class customer Experience while building team capability
Data, Insights & Cross-Functional Leadership
Work cross-functionally with Sales, Product, Consulting, Support, and Partners to deliver seamless customer outcomes
Leverage platforms such as Gainsight to operationalize health scoring, predictive insights, and engagement prioritization
Contribute to continuous improvement by sharing best practices, success stories, and learnings across the global Customer Success organization
Represent Icertis as a subject matter expert at customer, partner, and industry events
Qualifications
10+ years of customer-facing leadership experience across enterprise SaaS, technology, procurement, contracting, legal, commercial, and/or consulting environments
Proven success managing and growing strategic enterprise accounts with senior executive stakeholders
Ability to operate effectively in complex, high-growth, and ambiguous environments
Strong executive presence with the ability to build credibility and trust at all levels of customer organizations
Experience aligning customer business challenges with platform and AI-enabled solutions
Passion for developing talent and leading high-performing, collaborative teams
Bachelor’s Degree required; MBA or equivalent experience preferred
Willingness to travel up to 60%
Salary Range:
Min $195,000 - Max $355,000 USD per year + 25% bonus
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.