Director of Customer Success Excellence

About the role

The Director of Customer Success Excellence will design, develop and maintain a global Customer Success framework and play‑book for RIB’s portfolio of 22+ software products serving the Architecture, Engineering and Construction (AEC) industry. Reporting directly to the Senior Vice President of Customer Care, this role provides strategic, tooling and operational guidance to ensure consistent, scalable, and high‑quality Customer Success delivery worldwide.

Key responsibilities

• Collaborate with the Senior VP of Customer Care to align Customer Excellence strategies with overall business objectives.
• Own and evolve the global Customer Success operating model, including onboarding, lifecycle engagement, health monitoring and value realization.
• Define global standards for churn measurement, digital adoption and Voice of the Customer programs.
• Design and govern the Customer Success technology stack (e.g., Gainsight, Totango, Certinia) and ensure integration with IT, Product and regional teams.
• Enable cross‑functional orchestration, renewal enablement and data‑driven engagement across all regions.

Required profile

• Proven experience designing and governing global Customer Success frameworks or play‑books.
• Strong ability to work with senior leadership and coordinate across multiple departments.
• Experience with SaaS solutions for the AEC sector and familiarity with industry standards such as SE/AVEVA.

Required skills

• Gainsight
• Totango
• Certinia