Director, Customer Success

PROS Holdings, Inc. (NYSE: PRO) is leading the shift to modern commerce, helping competitive enterprises create a personalized and frictionless experience for their customers. Powered with Dynamic Pricing Science, PROS solutions make it possible for companies to price, configure and sell their products and services with speed, precision and consistency across all sales channels. Our customers lead their markets across more than 10 sectors, and benefit from 30 years of accumulated knowledge and data science infused into our purpose-built solutions. PROS drives more than 200 million prices and 1.7 billion forecasts every day for enterprises in more than 30 industries around the globe. Our mission is to help companies and the people who work for them outperform. To learn more, visit pros.com.

Candidate Profile:

PROS is seeking to recruit a motivated, ambitious post-sales leader who will view this opportunity as the highlight of his/her career so far, excited to join the Customer Success team and lead it through its exciting next phase of SaaS growth. The Director, Customer Success will bring deep expertise in enterprise SaaS customer success organization and renewal playbooks. He/she must be hands-on and able to shift from formulating strategy to implementing operational plans. He/she will bring a strong executive presence, able to present to customers, partners, and the PROS senior executive team. The ideal candidate will have expertise in developing systems, processes and productivity tools to create a high level of accountability throughout the Customer Success organization. As a leader with PROS, he/she must be inspirational and capable of contributing to overall company strategy.

IDEAL EXPERIENCE:

• 10+ years of relevant software/SaaS customer success experience. The candidate must have experience leading teams that drive SaaS customer experience and renewals, as well as experience moving install base on premise customers to a SaaS model. Domain experience in revenue optimization is not expected.
• Revenue responsibility of at least $100 million. Responsibility for a scope and scale of revenue and people commensurate with PROS and its growth ambitions. Revenue responsibility of over $100 million is preferred. PROS would also consider high-potential candidates with a strong track record of success at a lower level of scale.
• 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.

We value candidates who: 

• Use AI tools to enhance efficiency and creativity, applying them to automate tasks, generate insights, or improve day-to-day decision-making. 
• 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 

• AI Literacy: Demonstrates a solid understanding of core AI concepts, terminology, and practical applications. Effectively leverages AI tools to enhance productivity, insights, and decision-making, while adhering to ethical standards and best practices. 
• 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.