Director - TSO

Welcome to GEP

Who We Are

GEP, with over 30 offices internationally, is the fastest growing procurement and supply chain solutions firm - consulting, software and managed services. GEP has succeeded by being smart and creative; solving complex problems and finding opportunities for the world's largest organizations.

How You Grow at GEP

We recognize people who make a genuine difference, work hard and drive achievements. Results are noticed and rewarded. It's how you will grow a career at GEP, and in a much shorter time frame than at other firms.

Celebrating Everyone

GEP succeeds through the ideas and creativity of our team members so we embrace people of all experiences, nationalities, abilities, cultures, races, gender identities, sexual orientations and ages. What makes you unique and different is celebrated and will help GEP stand out even more. And we are a women-founded and -owned company so our foundation is making GEP a great place to work for women, a place where women can learn, advance and give back.

Are You One of Us

Director of Customer Success - HOUSTON BASED

As Director of Customer Success at GEP, you'll be a strategic partner for our most important enterprise clients, ensuring they realize measurable, lasting value from their investment in GEP's AI-powered SaaS platform. You'll own a portfolio of GEP's largest accounts, set the strategic playbook for adoption, retention, and growth, and represent the voice of the customer.

This role sits at the intersection of technology, business strategy, and executive relationship management. You'll bring deep expertise and executive credibility directly to bear on the accounts and relationships that matter most, while partnering closely with Sales, Product, Services, and Support, and mentoring CSMs informally as a senior voice in the function.

WHAT YOU'LL DO

Strategic Client Partnership

• Serve as a strategic advisor and primary point of contact for a portfolio of GEP's largest enterprise clients, building deep relationships across business, IT, and executive stakeholders.
• Understand each client's strategic goals and challenges at a deep level and proactively shape how GEP's capabilities map to their evolving needs.
• Champion client outcomes internally, advocate for your clients across product, support, and services teams, and remove roadblocks that stand in the way of their success.

Executive Relationships & Escalations

• Own and nurture executive-level relationships with your accounts, serving as a trusted advisor and escalation point for C-suite and senior business stakeholders.
• Lead high-stakes conversations - executive business reviews, renewal discussions, and complex escalations - with composure, credibility, and command of the room.
• Step in on the most sensitive or high-risk situations across the broader client portfolio, bringing seasoned judgment to de-escalate and drive resolution.

Retention & Growth

• Own the health of your accounts, proactively identify risks and develop action plans to drive retention and renewal.
• Identify and pursue expansion opportunities in partnership with the sales team, applying strong commercial instincts to surface and shape growth conversations.
• Track and communicate ROI and success metrics that matter most to your clients and to GEP's business.

Adoption & Value Realization

• Drive product adoption and engagement, helping clients embed GEP solutions deeply into their day-to-day procurement and supply chain operations.
• Lead best-practice guidance and optimization reviews to ensure clients extract maximum value from the platform.
• Guide clients toward self-sufficiency with GEP's tools, methodologies, and resources over time.

Strategic Influence & Mentorship

• Act as a voice of the customer to Product, shaping the roadmap with insights and patterns surfaced from your accounts and the broader portfolio.
• Serve as an informal mentor and best-practice resource for Customer Success Managers, sharing playbooks and coaching through complex account situations.
• Partner with Marketing and Sales on client advocacy - references, case studies, and participation in GEP's global and regional user community.
• Represent Customer Success in cross-functional planning, bringing a strategic, portfolio-level perspective to company priorities.

Salary Range: $170,000 - $200,000 annually, based on experience and qualifications.

Additional Compensation: Eligible for a performance-based bonus tied to individual and company performance.

Benefits: Comprehensive health coverage (medical, dental, and vision), 401(k) plan with a 3% company match, paid time off, company holidays, and professional development opportunities.

WHAT YOU'LL BRING

• Significant experience in Customer Success, Account Management, or a related client-facing role within a B2B SaaS environment, with a track record of owning large, complex enterprise accounts - we value depth of impact over years on a resume.
• A background in procurement, supply chain, or adjacent domains (S2P, P2P, AP, ERP, or similar) is a strong plus.
• Bachelor's degree in Business, or a related field, or equivalent practical experience.
• A natural relationship-builder who earns trust and credibility with C-suite and senior executive stakeholders, both internally and with clients.
• Strong commercial and analytical instincts, fluency in the metrics that matter (retention, NRR, churn, adoption, CSAT/NPS) and how to translate them into action.
• Executive presence and facilitation skills - you know how to run a room, whether it's an executive business review, a high-stakes escalation, or a portfolio update to leadership.
• Experience navigating complex, cross-functional enterprise environments and managing high-stakes escalations with urgency and sound judgment.
• A collaborative mindset - you thrive working with internal teams (product, services, support, sales) to deliver for your clients and enjoy informally coaching and mentoring less senior CSMs.