Director, Customer Success

IDEAL EXPERIENCE:

- 8+ years managing and improving teams and business units. Responsibility for revenue renewals in a geographic or global unit. Implemented best-in-class customer success processes and practices, to include the introduction and/or use of leading metrics and analytics tools. Sensitive to the cultural differences inherent in the GTM approach internationally.
- Large Account Management experience. PROS generally sells to customers with $1 billion-plus in sales and fosters deep, long-term relationships (most customers have been with PROS for 10-plus years), so enterprise customer relationship management is critical.
- Growth stage experience. The creativity, tenacity, and cultural sensitivity to navigate a high-growth, entrepreneurial environment with limited infrastructure.
- Highly motivated to win. PROS is seeking a low-ego, highly driven post-sales leader who sees this as a career-defining opportunity, including potential growth into an even more senior role assuming success in this role.

CRITICAL LEADERSHIP CAPABILITIES:
Driving Results
- Acts to surpass post-sales goals, motivating the team to exceed plan on renewals, net churn, and new ACV into existing customers.
- Sets continually higher goals that are ambitious but realistic for the team, aligned with PROS’ overall business objectives.
- Focuses on expanding our solution footprint and business with existing customers.

Collaboration
- Builds strong rapport and excellent personal chemistry with the leadership team.
- Engages peers on the PROS leadership team in a dialogue to gain commitment and bring them “on board”, linking their perspectives to the intent.
- Adapts his/her own approach to the audience, anticipating the impact of words and actions, preparing for possible resistance and responding in an appropriate style, using a range of influencing styles.
- Resolves conflicts and builds consensus by discussing individual perspectives. Strong emotional intelligence that can see complex business problems from multiple perspectives.

Leading People
- Engages your leadership in discussion around the business direction, conveying PROS organizational vision and direction.
- Delegates improvement projects with a clear set of agreed objectives/measures of success.
- Translates business goals into post-sales team priorities and performance measures.
- Runs a disciplined business rhythm with the field, providing early exposure when corrective actions are needed.
- Stay curious and open to new technologies, regularly exploring AI-driven solutions to elevate team performance and customer impact.
- Demonstrate a growth mindset, experimenting with AI capabilities—from content generation to predictive analytics—to fuel continuous innovation in their role.

Preferred Skills & Competencies
- Prompt Engineering: Skilled at crafting clear, structured, and effective prompts to optimize the quality, relevance, and utility of AI-generated outputs.
- Agentic AI: Understands the role of autonomous agents in streamlining workflows and automating end-to-end tasks. Able to build, utilize, or manage agentic AI systems and integrate them into business processes.

Why PROS?

PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger - so our customers can go even further than they ever imagined possible.

This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.

Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.

Work Environment:
Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.