Global Account Director - Customer Success

About Kinaxis Are you looking to join an innovative, market-leading company where you can truly elevate your career? At Kinaxis we are serious about culture, we are serious about technology, we are serious about customers, and we are serious about not taking ourselves too seriously. If you are looking to be part of an incredible growth story, then we might just be the place for you! In 1984, we started out as a team of three engineers. Today, we have grown to become a global organization with over 2000 employees around the world, 6 global office and a best-in-class HQ in Ottawa, Canada. As winners of several Top Employer awards globally, we are proud to work with our customers and employees towards solving some of the biggest challenges facing supply chains today. Kinaxis is a global leader in modern supply chain orchestration, powering complex global supply chains, and supporting the people who manage them. Our powerful, AI infused platform provides full transparency and visibility across end-to-end supply chains, enabling our customers to make faster, better decisions. We are trusted by renowned global brands to provide the agility and predictability needed to navigate today’s volatility and disruption. With more than 40,000 users in over 100 countries, we are expanding our team as we continue to innovate and revolutionize how we support our customers. Location India About the Role As a Global Account Director at Kinaxis, you will hold dual responsibilities: you will directly lead a small team of Global Customer Success Managers (CSMs) while also personally managing a portfolio of Kinaxis’ largest and most strategic global customers. This is a critical leadership role that blends people management, account strategy, and customer advocacy. You will play a key part in delivering transformation and long-term value to our customers while supporting the growth and development of your team. This position requires a seasoned leader with demonstrated success in global account strategy, executive stakeholder management, and mentoring high-performing professionals. You will shape strategic direction, influence roadmaps, and orchestrate cross-functional collaboration to ensure customers achieve their desired outcomes with Kinaxis. What you will do Own executive-level relationships across a portfolio of global enterprise customers, deeply understanding their supply chain, strategic priorities, and business goals. Develop and lead governance frameworks and multi-year transformation roadmaps in collaboration with customer stakeholders. Drive customer success through orchestrated collaboration with Product, Services, Support, Sales, and partner ecosystems. Act as a trusted strategic advisor to customer executives, ensuring Kinaxis solutions continuously align with evolving needs. Lead global strategy execution, including identifying and enabling cross-sell, upsell, and expansion opportunities through deep business insight. Manage license utilization, user adoption, and product value realization across business units and geographies. Support escalations and serve as a trusted escalation point for high-impact issues, ensuring timely resolution and ongoing customer trust. Lead and coach a small team of CSMs and/or Global Account professionals, providing ongoing feedback, performance management, and career development. Guide your team through the planning and execution of global account strategies, ensuring alignment with customer and business goals. Foster a culture of excellence, innovation, and accountability by setting high standards for customer outcomes and internal collaboration. Education Qualification Bachelor’s degree in Business, Engineering, Supply Chain Management, or a related field; MBA or advanced degree preferred. What we are looking for 10+ years of progressive experience managing Forbes Top 100 and global accounts, with a proven track record of leading high-impact, strategic client relationships and driving business transformation. At least 5 years in a formal leadership capacity, managing customer-facing professionals or cross-functional teams in a global context. Strong people management capabilities, including coaching, mentoring, and performance development. Ability to set direction, manage team objectives, and foster a high-performance, customer-centric culture. Exceptional communication, and collaboration skills with the ability to influence executive stakeholders and build consensus across cross-functional teams. Demonstrated experience in developing and executing global customer account strategies, with a focus on business transformation, innovation, and identifying growth opportunities within customer portfolios. Strong Expertise in Supply Chain Management, including deep knowledge of processes, systems, and industry best practices. Demonstrated ability to identify Next-Sell, upsell, and cross-sell strategies, while collaborating closely with Sales to ensure seamless handover and alignment on growth opportunities Proven ability to work with SaaS solutions, leveraging technology to drive business outcomes and optimize supply chain operations. Extensive experience utilizing Salesforce (SFDC) and Gainsight to manage customer relationships, track account health and opportunities, and driving proactive engagement. Ability to travel up to 20% to global client sites, subsidiaries, and industry events as required, including APAC and EMEA regions. #Senior #Director #LI-GP1 Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day, when we see store shelves stocked, when medications are available for our loved ones, and so much more. Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Lockheed Martin, Unilever, P&G, ExxonMobil, Cisco and more. Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to a long-term net-zero operations strategy. We are involved in our communities and support causes where we can make the most impact. People matter at Kinaxis and here are some of the perks and benefits we offer, which may vary by location and employee: Flexible vacation and Kinaxis Days (company-wide days off) Flexible work options Physical and mental well-being programs Regularly scheduled virtual fitness classes Mentorship programs, training, and career development Recognition programs and referral rewards Hackathons For more information, visit the Kinaxis website at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com. Kinaxis welcomes candidates to apply to our inclusive community. We provide accommodations upon request to ensure fairness and accessibility throughout our recruitment process for all candidates, including those with specific needs or disabilities. If you require an accommodation, please reach out to us at [email protected]. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications. Kinaxis is committed to ensuring a fair and transparent recruitment process. We use artificial intelligence (AI) tools in the initial step of the recruitment process to compare submitted resumes against the job description to identify candidates whose education, experience, and skills most closely match the requirements of the role. After the initial screening, all subsequent decisions regarding your application, including final selection, are made by our human recruitment team. AI does not make any final hiring decisions.