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Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
The Director of Customer Success is a high-impact leadership role reporting to the VP of Customer Success. You will be responsible for leading a team of three to five (3-5) Customer Success Managers (CSMs) with a primary mission of ensuring the retention and growth of approximately 60 contracts valued at over $100M. You will serve as the strategic architect for customer health, leveraging qualitative and quantitative measures to ensure our public safety partners realize maximum value from their investments. Our ideal candidate will thrive in a hybrid work environment, splitting their time between our Louisville, KY office (Monday, Tuesday, Wednesday, and Thursday) and remote work (Friday).
What you’ll do:
Strategic Portfolio Leadership & Retention
- Renewal Ownership: Lead the strategic renewal cycle for the ~60 VINE state contracts, developing data-backed retention strategies and utilizing relationship health indicators to drive successful deal closure.
- Financial Oversight: Manage over $100M revenue base, ensuring the team remains focused on Net Revenue Retention (NRR) and identifying opportunities for product penetration and expansion.
- Executive Escalation: Serve as the primary trusted advisor and advocate for high-level client stakeholders, acting as an escalation point for complex issues to ensure long-term strategic alignment.
Team Management & Development
- CSM Leadership: Manage and coach a team of Customer Success Managers, fostering a culture of proactive leadership and consultative partnership.
- Process Optimization: Institutionalize the "Four Pillars of Success"—Strategic Customer Engagement, Product & Process Optimization, High-Impact Internal Collaboration, and Customer Relationship & Growth Strategy—across the team.
- Cross-Functional Advocacy: Coordinate with Account Executives (AEs) using the GOST (Goals, Opportunities, Strategy, Tactics) framework to monitor retention and growth plans for each account.
- Establish a superior internal network across all internal partners (Sales, Ops, Tech) to influence complex problem resolution, improved delivery and better outcomes for our customers.
Customer Health & Data Strategy
- Quantitative Monitoring: Establish and monitor account health metrics, product adoption rates, and utilization trends to proactively identify at-risk accounts.
- Qualitative Excellence: Standardize the delivery of Executive Business Reviews (QBRs/ABRs) to quantify business value and drive long-term alignment with client goals.
- Product Influence: Champion the "Voice of the Customer" internally to influence product roadmaps and prioritize enhancements based on documented user needs.
What experience you need:
- 7+ years of experience in Customer Success, Account Management, or Strategic Consulting within the SaaS or Public Sector technology space.
- 3+ years of direct people management experience, with a proven track record of leading high-performing teams to meet or exceed retention targets.
- Proven track record of managing and successfully renewing multi-year, large-scale enterprise contracts (demonstrated experience with $50M+ portfolios preferred).
- Expertise in leveraging CRM systems (Salesforce) and data visualization tools for account planning, forecasting, and tracking customer health metrics.
- Bachelor's degree in a related discipline (Business, Public Administration, etc.) or equivalent experience.
- Travel up to 25% of the time, or as needed, to support client initiatives.
What could set you apart:
- Public Safety Expertise: Deep knowledge of the government procurement process, state funding cycles, and grant mechanisms.
- Executive Presence: Exceptional ability to communicate and foster positive relationships with C-suite executives and high-level government officials.
- Strategic Frameworks: Demonstrated experience in strategic account planning and adopting structured methodologies (e.g., GOST, Gainsight, or similar) to drive customer outcomes.
#LI-JD1
We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
Primary Location:
USA-KY-LouisvilleFunction:
Function - Sales and Account ManagementSchedule:
Full timeSkills Required
- 7+ years of experience in Customer Success, Account Management, or Strategic Consulting within SaaS or public sector technology
- 3+ years of direct people management experience
- Experience leading high-performing teams to meet or exceed retention targets
- Experience managing and renewing multi-year, large-scale enterprise contracts
- Experience managing portfolios of $50M or more preferred
- Expertise using Salesforce CRM and data visualization tools for account planning, forecasting, and customer health metrics
- Bachelor's degree in a related discipline or equivalent experience
- Ability to travel up to 25% of the time or as needed
- Deep knowledge of government procurement, state funding cycles, and grant mechanisms
- Exceptional communication and relationship-building skills with C-suite executives and government officials
- Experience with strategic account planning and methodologies such as GOST or Gainsight
Equifax Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Equifax Inc. and has not been reviewed or approved by Equifax Inc..
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Retirement Support — Savings programs include a 401(k) with company matching and, in some contexts, profit-sharing or pension components. These are described as solid parts of the total package.
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Parental & Family Support — Programs include paid parental leave for birth and non-birthing parents and adoption assistance. Company materials highlight these benefits as part of a family-supportive offering.
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Flexible Benefits — Multiple medical plan choices, dental and vision options, FSAs/HSAs, and voluntary supplemental coverages enable customization. The company publishes plan summaries and SPDs to help compare cost and coverage by location and tier.
Equifax Inc. Insights
What We Do
At Equifax (NYSE: EFX), we believe knowledge drives progress. As a global data, analytics, and technology company, we play an essential role in the global economy by helping financial institutions, companies, employers, and government agencies make critical decisions with greater confidence. Our unique blend of differentiated data, analytics, and cloud technology drives insights to power decisions to move people forward. Headquartered in Atlanta and supported by nearly 15,000 employees worldwide, Equifax operates or has investments in 24 countries in North America, Central and South America, Europe, and the Asia Pacific region. For more information, visit Equifax.com.
