RVP – Customer Success

Zycus is a global leader in Source-to-Pay (S2P) procurement software, helping large enterprises drive efficiency, compliance, and measurable value across their procurement and finance operations. Trusted by leading Fortune 1000 organizations worldwide, Zycus enables procurement teams to move from cost control to strategic value creation.

At the core of Zycus’ platform is Merlin AI, an advanced AI-powered engine that brings intelligence, automation, and predictive insights across the entire procurement lifecycle—from sourcing and contract management to procurement, invoicing, and supplier management. Merlin AI empowers Chief Procurement Officers and finance leaders to make faster, smarter decisions with real-time visibility and actionable insights.

Zycus is consistently recognized by top industry analysts such as Gartner, Forrester, and IDC for its innovation, depth of functionality, and strong customer outcomes. Known for its enterprise-grade solutions, global delivery model, and customer-first mindset, Zycus partners closely with organizations to modernize procurement and unlock long-term business value.

With a strong global presence across North America, EMEA, and APAC, Zycus continues to invest aggressively in product innovation, AI-led capabilities, and brand leadership—shaping the future of intelligent procurement.

We Are An Equal Opportunity Employer:
Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.

The Regional Vice President – Customer Success is a senior leadership role responsible for defining and scaling the Customer Success strategy, operating model, and organizational capability across Zycus’ North America business.This leader will manage a team of Customer Success Directors, who in turn lead Customer Success Managers (CSMs), ensuring consistent, high-quality execution of retention, adoption, and value realization motions at scale.

The role requires strong leadership capability to influence both customer executives and internal stakeholders.

What You’ll Own

1. Retention Strategy & Performance

• Own Gross Revenue Retention (GRR) at a regional level

• Define and institutionalize a scalable renewal management framework

• Drive forecast rigor, risk visibility, and mitigation governance across all portfolios

• Ensure Directors execute predictable, high-quality renewal motions

2. Customer Success Operating Model

• Design and scale a standardized CS framework, including:

  • Success Planning

  • QBR / EBR cadence

  • Value realization models

  • Customer lifecycle playbooks

• Ensure consistency and excellence in execution across all Director portfolios

• Drive segmentation strategy (high-touch, hybrid, tech-touch) for efficiency and scale

3. Customer Value & S2P Transformation Alignment

• Ensure customer engagements are aligned to procurement and S2P transformation outcomes:

  • Cost savings

  • Compliance

  • Process efficiency

  • Supplier performance

• Guide teams to position Zycus as a strategic partner to CPOs, CFOs, and Supply Chain leaders

• Bring domain-led insights to elevate executive conversations and value realization

4. Customer Health & Risk Governance

• Establish customer health frameworks and early warning systems at scale

• Drive a proactive culture of risk identification and mitigation

• Conduct executive-level reviews of at-risk accounts and renewal exposure

• Ensure disciplined execution of escalation management frameworks

5. Customer Advocacy & Executive Engagement

• Define and scale the global advocacy strategy:

  • References

  • Case studies

  • Events and speaking opportunities

• Build executive alignment across key accounts through structured engagement models

• Strengthen Zycus positioning as a trusted transformation partner

6. Organization Leadership & Capability Building

• Lead, mentor, and scale a team of Customer Success Directors

• Build leadership capability in:

  • Renewal strategy

  • Executive engagement

  • Value-based selling (non-quota)

• Define org design, capacity planning, and coverage models

• Drive a culture of accountability, ownership, and data-driven decision-making

7. Cross-Functional Influence

• Partner with Sales, Product, Implementation, and Support leadership

• Influence product roadmap using S2P domain insights and customer feedback

• Ensure alignment across functions to deliver a seamless end-to-end customer experience

Key KPIs

• Gross Revenue Retention (GRR)

• Net Promoter Score (NPS)

• Customer Health Scores

• Product Adoption across S2P modules

• Advocacy Metrics

• Renewal Forecast Accuracy

What We’re Looking For (Must-Have)

• 15+ years in Customer Success / Post-Sales / Procurement Transformation leadership

• Proven experience managing leaders (Directors) and scaled CS organizations

• Deep expertise in Source-to-Pay (S2P) and ERP processes (non-negotiable)

• Strong track record of driving retention outcomes in enterprise SaaS environments

• Ability to influence C-level stakeholders (CFO, CPO, VP Supply Chain)

• Experience building operating models, playbooks, and scalable CS frameworks

• Strong data-driven mindset with experience in forecasting, health scoring, and risk governance

Ideal Background

• Experience with SAP Ariba, Coupa, Oracle, Ivalua, or similar platforms

• Background in procurement consulting or supply chain transformation programs

• Familiarity with Salesforce, Gainsight, ChurnZero, and analytics tools

• Experience managing global teams and onshore/offshore models

Ideal Candidate

• Leader of leaders, not an individual contributor

• Deeply domain-led (S2P) with business outcome orientation

• Strong executive presence with ability to influence CXOs

• Structured, scalable thinker—builds systems, not just manages outcomes

• Balances customer-centricity with retention accountability

Why Join Zycus

• Lead and scale Customer Success for complex enterprise S2P customers

• Influence CPO/CFO-level relationships across global enterprises

• Build a best-in-class CS organization in a high-growth SaaS company

• Operate at the intersection of AI, procurement, and enterprise transformation

• High-impact leadership role with direct ownership of retention and customer value