Senior Director, Customer Success & Solutions

Job Title: Senior Director, Customer Success & Solutions (Enterprise Segment) Department: Customer Experience Location: Remote US or India HG Insights is the gold standard in Technographics. We give business decision-makers actionable intelligence on IT spend, technology installations, and contract timelines for millions of companies worldwide. Customers like Microsoft, Google, and Amazon rely on our data to find their next best customer. We are a team built on precision, velocity, and genuine technical innovation — and we are looking for someone who wants to help us eat our own cooking. Core Responsibilities (The Profile) We’re looking to attract a "Technical Business Leader" who excels in the following areas: Enterprise Gravitas & Governance: Demonstrate a track record of leading CSM & Solutions team for Global 2000 clients and navigating high-level organizational complexity. Establish AI powered GTM blueprints and best practices that allow enterprise customers to scale their HG implementations globally. The "CFO Whisperer" Skillset & ROI-Driven Solutioning: Guide your teams to effectively partner with C-suite stakeholders (CTO, CIO, CFO) to map business challenges to technical solutions, ensuring every architectural decision translates into a clear, phased ROI. You must have the ability to translate technical variables (like Data Orchestration or APIs) into tangible P&L impact (like Churn and Revenue). Modern Tech Fluency & GTM Automation Advisory: Apply deep expertise in how AI agents and data orchestration integrate into a scalable GTM engine. Drive the design of end-to-end enterprise GTM workflows, ensuring that HG solutions integrate seamlessly with existing CRMs, User Portals, and third-party Apps. The Force Multiplier & Proof of Value (PoV): Build a team of "consultative experts" rather than just managing a group of contributors. Direct the technical execution of PoVs, shifting the team's focus from "does it work?" to "how much value does this create for the business?". Financial Modeling & Cross-Functional Alignment: Foster collaboration between Sales, Solutions, and Customer Success to build "Business Value Assessments" that quantify the impact of architectural choices on the customer’s bottom line. How to Measure Success To clarify the bar for top-tier candidates, success in this role is defined by the following measurable outcomes: Retention & Growth: Drive the strategy to maintain 90%+ GRR and unlock 110%+ NRR via strategic expansion. Operational Velocity: Reduce Enterprise time-to-value and onboarding cycles by ~20% YoY through AI & process innovation. Predictability: Refine a health-scoring model with high accuracy (~90%) in predicting renewals. Executive Impact: Cement "Strategic Partner" status by leading high-impact Executive Business Reviews (EBRs) for 100% of our Tier-1 accounts. What We’re Looking For Experience: 15+ years in technical leadership roles (Enterprise CSM, Solutions Architecture or System Integration), specifically working with Global 2000 companies. Business Mindset: You understand a P&L statement as well as you understand GTM workflow and org design, and you can effectively explain technical concepts like "Latency" in terms of business metrics like "Customer Churn". Technical Breadth: Deep knowledge of Platform, API, Agents, MCP, Data Orchestration, and Go-To-Market (GTM) methodologies. The "Consultant" Edge: Exceptional storytelling and presentation skills. You can walk into a boardroom and turn a skeptical CFO into a project champion, and you can mentor your team to do the same. Education: A B.S. in Data Science or a related field is desired; an MBA or TOGAF certification is a significant plus. Strong GTM intelligence Experience