[Hiring] Global Account Director - Customer Success @Kinaxis

Role Description

As a Global Account Director at Kinaxis, you will hold dual responsibilities: you will directly lead a small team of Global Customer Success Managers (CSMs) while also personally managing a portfolio of Kinaxis’ largest and most strategic global customers. This is a critical leadership role that blends people management, account strategy, and customer advocacy. You will play a key part in delivering transformation and long-term value to our customers while supporting the growth and development of your team.

This position requires a seasoned leader with demonstrated success in global account strategy, executive stakeholder management, and mentoring high-performing professionals. You will shape strategic direction, influence roadmaps, and orchestrate cross-functional collaboration to ensure customers achieve their desired outcomes with Kinaxis.

What you will do

• Own executive-level relationships across a portfolio of global enterprise customers, deeply understanding their supply chain, strategic priorities, and business goals.
• Develop and lead governance frameworks and multi-year transformation roadmaps in collaboration with customer stakeholders.
• Drive customer success through orchestrated collaboration with Product, Services, Support, Sales, and partner ecosystems.
• Act as a trusted strategic advisor to customer executives, ensuring Kinaxis solutions continuously align with evolving needs.
• Lead global strategy execution, including identifying and enabling cross-sell, upsell, and expansion opportunities through deep business insight.
• Manage license utilization, user adoption, and product value realization across business units and geographies.
• Support escalations and serve as a trusted escalation point for high-impact issues, ensuring timely resolution and ongoing customer trust.
• Lead and coach a small team of CSMs and/or Global Account professionals, providing ongoing feedback, performance management, and career development.
• Guide your team through the planning and execution of global account strategies, ensuring alignment with customer and business goals.
• Foster a culture of excellence, innovation, and accountability by setting high standards for customer outcomes and internal collaboration.

Qualifications

• Bachelor’s degree in Business, Engineering, Supply Chain Management, or a related field; MBA or advanced degree preferred.

Requirements

• 10+ years of progressive experience managing Forbes Top 100 and global accounts, with a proven track record of leading high-impact, strategic client relationships and driving business transformation.
• At least 5 years in a formal leadership capacity, managing customer-facing professionals or cross-functional teams in a global context.
• Strong people management capabilities, including coaching, mentoring, and performance development.
• Ability to set direction, manage team objectives, and foster a high-performance, customer-centric culture.
• Exceptional communication and collaboration skills with the ability to influence executive stakeholders and build consensus across cross-functional teams.
• Demonstrated experience in developing and executing global customer account strategies, with a focus on business transformation, innovation, and identifying growth opportunities within customer portfolios.
• Strong expertise in Supply Chain Management, including deep knowledge of processes, systems, and industry best practices.
• Demonstrated ability to identify Next-Sell, upsell, and cross-sell strategies, while collaborating closely with Sales to ensure seamless handover and alignment on growth opportunities.
• Proven ability to work with SaaS solutions, leveraging technology to drive business outcomes and optimize supply chain operations.
• Extensive experience utilizing Salesforce (SFDC) and Gainsight to manage customer relationships, track account health and opportunities, and drive proactive engagement.
• Ability to travel up to 20% to global client sites, subsidiaries, and industry events as required, including APAC and EMEA regions.

Benefits

• Flexible vacation and Kinaxis Days (company-wide days off)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs, training, and career development
• Recognition programs and referral rewards
• Hackathons