Associate Director - Customer Success

AppViewX • Boston, MA

11h

About The Position

AppViewX is trusted by the world’s leading organizations to reduce risk, ensure compliance, and increase visibility through automated certificate lifecycle management. With our flagship platform, AVX ONE, we provide end-to-end Certificate Lifecycle Management and PKI-as-a-Service through streamlined automation workflows that prevent outages, reduce security incidents, and enable crypto-agility.

The Associate Director – Customer Success plays a strategic role in driving customer outcomes, long-term value realization, and revenue growth across a portfolio of enterprise accounts. This role owns customer onboarding strategy, adoption, renewals, and expansion while serving as a senior customer advocate and trusted advisor.You will partner closely with Sales, Product, Engineering, Support, and Services to ensure customers achieve measurable business value from AppViewX. In addition, you will mentor and guide Customer Success Managers, helping scale best practices and elevate the overall customer experience.

Requirements

• 12+ years of customer-facing experience in Customer Success, Post-Sales, Solutioning, or Technical Account Management.
• Proven experience managing large enterprise and Fortune 500 customers in North American or European markets.
• Strong understanding of PKI, security, automation, networking, and enterprise systems.
• Demonstrated ability to engage and influence senior customer stakeholders during escalations and strategic discussions.
• Experience owning renewals and driving expansion revenue.
• Exceptional communication, presentation, and stakeholder management skills.
• Ability to operate in US time zones and collaborate with globally distributed teams.
• Bachelor’s degree in a relevant field (mandatory).
• Strong time management skills with the ability to manage multiple high-value accounts simultaneously.
• Willingness to continuously learn AppViewX solutions and effectively teach customers.

Responsibilities

• Own the post-sales transition for enterprise accounts from Pre-Sales to Customer Success.
• Define customer success plans, success metrics, and executive-level KPIs aligned to customer business objectives.
• Drive cross-functional alignment with Product, Onboarding, Professional Services, and Support to ensure timely and successful go-lives.
• Provide executive oversight for complex or high-risk onboarding engagements.
• Drive adoption of AppViewX solutions by prioritizing initiatives that deliver maximum ROI within defined timelines.
• Lead Quarterly Business Reviews (QBRs) and strategic adoption workshops with senior stakeholders (Director, VP, and C-level).
• Translate customer pain points into actionable insights and coordinate escalations with Product and Engineering.
• Position AppViewX as a long-term strategic partner by continuously identifying new value opportunities and use cases.
• Develop customer advocates and references across enterprise accounts.
• Own customer health, retention, and satisfaction metrics for assigned accounts.
• Ensure a consistent, high-quality customer experience across all touchpoints.
• Partner with CS Operations to design and execute engagement programs at scale.
• Manage complex feature requests and custom requirements by coordinating with internal stakeholders while balancing delivery risk and customer expectations.
• Travel to the USA and Europe, as required, to strengthen executive relationships and expand customer networks.
• Own Annual Recurring Revenue (ARR) retention for assigned enterprise accounts.
• Partner with Account Sales teams to identify, influence, and close upsell and cross-sell opportunities.
• Provide forecasting inputs and risk assessments related to renewals and expansions.
• Mentor and coach Customer Success Managers, providing guidance on account strategy, executive communication, and complex customer scenarios.
• Contribute to defining Customer Success best practices, playbooks, and scalable processes.
• Act as a senior escalation point for high-impact customer situations.

Benefits

• AppViewX offers benefits comparable to leading global companies, including competitive incentives, health and wellness coverage, saving and investment schemes, time-off and sabbatical eligibility, and structured learning and development programs.
• We support flexible work arrangements that allow employees to define their schedules while maintaining accountability and performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Director