Client Success Director, West (R-20150)

Shape the Future with Dun & Bradstreet At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us! Explore opportunities at dnb.com/careers. Benefits We Offer · Generous paid time off in your first year, increasing with tenure. · Up to 16 weeks 100% paid parental leave after one year of employment. · Paid sick time to care for yourself or family members.  · Education assistance and extensive training resources. · Do Good Program: Paid volunteer days & donation matching.   · Competitive 401k with company matching. · Health & wellness benefits, including discounted Wellhub membership rates. · Medical, dental & vision insurance for you, spouse/partner & dependents.     Pay Transparency Dun & Bradstreet is an equal employment opportunity employer and believes in honesty and transparency in the employment hiring process, including pay transparency. Accordingly, listed on this posting is a good faith reasonable estimate of the salary range and other compensation in the job posting, as of the date of this posting.  Actual compensation decisions for base salary and other compensation will be dependent upon a wide range of factors including but not limited to: an individual’s skill sets, experience, qualification, training, education, location, and any other legally permissible factors. Successful applicants will also be eligible for D&B’s generous benefit package, outlined above.   All Dun & Bradstreet job postings can be found at https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.   Notice to Applicants: Please be advised that this job posting page is hosted and powered by Lever, a subsidiary of Employ Inc. Your use of this page is subject to Employ's Privacy Notice and Cookie Policy, which governs the processing of visitor data on this platform.   Equal Employment Opportunity (EEO): Dun & Bradstreet provides equal employment opportunities to applicants and employees without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law. Know Your Rights: Workplace Discrimination is Illegal - The current poster can be found here. We participate in E-Verify - The current poster can be found here.   Accommodations information for applicants with disabilities: Dun & Bradstreet is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with Dun & Bradstreet, please send an e-mail to AcquisitionT@dnb.com to let us know the nature of your accommodation request and your contact information.

Essential Key Responsibilities

Be accountable for the assigned full lifecycle of the Client’s overall success with D&B for the most strategic and complex Global and Enterprise Clients, including Driving Adoption and Value Realisation, Client Satisfaction, supporting renewals and long-term customer value.

Act as a trusted advisor to senior and executive customer stakeholders, bringing D&B’s best ideas, innovations, service capabilities and peer best practices to help Clients achieve measurable business outcomes.

Lead senior customer maturity and transformation discussions for the most strategic and complex Global and Enterprise Clients, helping customers progress toward more advanced, scalable and integrated use of D&B solutions where relevant to customer outcomes.

Guide strategic T-Minus Retention Planning in partnership with Sales for the most complex customer environments, using customer value, health, maturity, risk, stakeholder and renewal-readiness insight to support on-time renewal success.

Translate customer health, maturity, risk and growth insight into senior-level actions that support value realisation, retention readiness, risk mitigation, Voice of the Client input and appropriate commercial follow-up by Sales.

Guide strategic Client Success playbook execution for the most complex Global and Enterprise customer engagements, ensuring consistent focus on customer maturity, value realisation, customer health, strategic T-Minus planning, risk mitigation and retention readiness.

Create and maintain strategic value plans that link D&B solutions to customer business goals, measurable outcomes, ROI, adoption priorities, maturity development and long-term success.

Lead external service reviews with senior customer stakeholders to review solution adoption, progress key initiatives, assess Client sentiment, confirm value realisation and agree next actions.

Identify risks to Clients achieving their stated business goals and work with the account team and relevant specialists to build a risk mitigation plan/get well plan.

Develop specialist industry knowledge relevant to the Client base and advise on industry dynamics, peer best practices, customer maturity, automation opportunities and how best to utilize D&B solutions.

Help Clients understand practical AI-enabled business value, adoption opportunities, automation use cases and maturity considerations where these support customer outcomes and value realisation.

Share senior Voice of the Client insights, customer maturity signals, risks, product feedback, service improvement opportunities and strategic customer themes with internal leadership and relevant functional teams.

Work within an account team matrix and coordinate Sales, Product, Data, Technology, Delivery, Customer Service, Finance, Marketing, Legal and Customer Success stakeholders around strategic customer priorities and outcomes.

Collaborate with Technical Client Success Managers, Technical Advisory resources or other specialist functions where customers require technical implementation, integrations, workflow configuration, solution architecture, technical assessments, AI architecture or AI readiness assessments. These activities remain outside the Client Success Director role.

Partner with Sales on renewal readiness, customer intelligence and account planning while maintaining clear boundaries. Commercial ownership, pricing, negotiations, revenue responsibility, sales quotas, new business and expansion contracting remain with Sales.

Maintain accurate and timely information in relevant CRM systems and internal tools to support Strategic Account Planning, customer health visibility, value plans, T-Minus Retention Planning, risk mitigation and internal reporting.

Perform additional duties as assigned, provided they are within the overall scope, qualification level and purpose of the role and in line with applicable local legal and company requirements.

Education/Experience and Competencies

Minimum of ten years of experience working with large global enterprise clients in customer success, enterprise client success, strategic account management, value realisation, retention strategy or comparable senior post-sales customer-facing roles.

Solid customer success or account servicing experience with complex enterprise solutions, preferably involving data, analytics, technology or highly integrated business solutions.

Proven track record in delivering retention results through successful Client Success engagements, renewal readiness, value planning and risk mitigation.

Strong ability to build and maintain trusted relationships with Global and Enterprise Clients, including CIOs, CTOs, CDOs, CFOs and other senior customer stakeholders.

Excellent listening, communication, presentation, stakeholder influence and interpersonal skills at all business levels.

Client-centric approach with good commercial instincts, while maintaining clear ownership boundaries with Sales for pricing, negotiations, revenue responsibility, sales quotas, new business and expansion contracting.

Strong service management, Strategic Account Planning, value planning, ROI, external service review, customer maturity and T-Minus Retention Planning capability.

Ability to identify risks to customer outcomes and work with the account team and specialists to create clear risk mitigation plans/get well plans.

Specialist industry knowledge relevant to the assigned Client base, with the ability to advise on industry dynamics, peer best practices and effective use of D&B solutions.

Understanding of AI-enabled business solutions, adoption, automation opportunities and customer maturity discussions from a business-value perspective, without owning technical AI architecture or implementation.

Self-starter who can work independently, enjoys solving problems and executing against plans in a complex matrix environment.

Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive and seek ways to collaborate and connect with people and teams in support of driving success.

Continuous growth mindset. Keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors, and widen and broaden competencies through structured courses and programs.

Where applicable, fluency in English and languages relevant to the working market.

Ability and willingness to travel up to 25% as required.