Director, Customer Success

A Career at HARMAN Automotive

We’re a global, multi-disciplinary team putting the innovative power of technology to work to transform the future of mobility. At HARMAN Automotive, we give you the keys to fast-track your career and shape the next generation of connected vehicles.

• Engineer world-class audio systems and integrated technology platforms that redefine the in-cabin experience.
• Combine ingenuity, deep industry research, and a spirit of collaboration with design and engineering excellence.
• Advance in-vehicle infotainment, autonomous safety, cloud efficiency, and mobility services.

About the Role

HARMAN Automotive Services is seeking a Director, Customer Success – Automotive Engineering Services (P5) to lead executive client retention, global account health, and long-term business expansion across our most critical U.S. Automotive OEM accounts. Operating as a senior executive within the Atlantic AES leadership team, you will act as the principal executive sponsor for major automotive clients, aligning HARMAN’s engineering services, software platforms, and global delivery capabilities with long-term OEM vehicle transformation strategies.

Sitting at the top tier of customer leadership, you will own the overarching account health strategy, direct enterprise-level escalations, govern multi-million-dollar program P&Ls, and partner directly with Sales and Business Unit leadership to expand HARMAN’s Software-Defined Vehicle (SDV) and engineering services market share.

What You Will Do

Executive Sponsorship & Strategic OEM Partnerships

• C-Suite Engagement: Serve as the primary executive sponsor and trusted advisor for OEM C-suite leaders, VPs of Software/Engineering, and Executive Procurement leads across assigned key accounts.
• Strategic Voice of the Customer: Translate macro automotive industry trends, OEM strategic pivots, and executive client feedback directly into HARMAN’s AES domain roadmaps and executive business strategy.
• Executive Governance & Steering Committees: Chair executive-level Steering Committees and strategic Business Reviews (QBRs/EBRs) to demonstrate long-term value creation, program ROI, and strategic roadmap alignment.

Enterprise Growth & Net Revenue Retention (NRR)

• Portfolio Revenue & NRR Ownership: Drive overall Net Revenue Retention (NRR) and multi-year account expansion across HARMAN’s AES portfolio, partnering with Sales to unlock multi-million-dollar growth opportunities.
• 5-Year Master Account Strategy: Architect and execute long-term, multi-year account transformation roadmaps, establishing strategic innovation pillars, technology adoption models, and joint co-development initiatives.
• Commercial & Market Intelligence: Oversee competitive account positioning, market intelligence, and executive opportunity mapping to solidify HARMAN’s position as a sole-source or primary engineering partner.

Global P&L Oversight & Escalation Governance

• Executive Escalation Leadership: Act as the ultimate internal and external authority for complex technical, commercial, and delivery escalations, maintaining composure and preserving executive client trust during critical program inflection points.
• Portfolio P&L & Financial Governance: Maintain overall financial stewardship across assigned OEM account portfolios, overseeing multi-year margin targets, change request (CR) governance frameworks, and scope extension profitability.
• Global Enterprise Orchestration: Lead and influence cross-functional global organizations—including Solutions Architecture, Product Domains (Infotainment, ADAS, SDV, Cloud, Cyber, AI), Legal, Finance, and Offshore Delivery Hubs (Eastern Europe & Asia)—to ensure seamless program execution at enterprise scale.

What You Need to Be Successful

• 15+ years of progressive executive experience in customer success, strategic account management, or delivery leadership within automotive engineering services, software, or technology consulting.
• Executive Presence & Influence: Demonstrated track record of building, negotiating, and sustaining trusted relationships with OEM C-suite executives, Vice Presidents of Engineering, and senior procurement leads.
• Deep Automotive & Software Domain Expertise: Exceptional understanding of automotive development lifecycles (Agile/SAFe, V-model), Software-Defined Vehicle (SDV) architectures, connected car domains, and Tier-1/OEM commercial dynamics.
• Financial & P&L Mastery: Deep experience managing multi-million-dollar account portfolios, commercial deal governance, contract change management, and gross margin optimization.
• Global Operational Leadership: Proven ability to command and align matrixed global teams across time zones, pre-sales, and large-scale offshore engineering hubs.
• Education: Bachelor’s degree in Engineering, Computer Science, Business, or a related field (Master’s/MBA strongly preferred).

What Makes You Eligible

• Location: Ability to work hybrid from the HARMAN Novi, MI location (3+ days/week).
• Travel: Willingness to travel 20–30% (primarily domestic OEM customer headquarters and executive meetings).
• Global Collaboration: Comfort leading initiatives across global time zones, particularly with engineering delivery hubs in Eastern Europe and Asia.
• Background Check: Any offer of employment is conditioned upon successful completion of a background investigation and drug screen.

Preferred Qualifications (Bonus Points)

• Established OEM Executive Network: Deep existing relationships across North American OEM executive suites (e.g., Ford, GM, Stellantis, or leading EV manufacturers).
• Large-Scale Offshore Delivery Experience: Proven track record leading multi-hundred FTE software engineering service programs backed by nearshore/offshore global delivery models.
• Technical Roots: Background in software engineering, system architecture, or large-scale technical program management in connected mobility.

What We Offer

• Access to employee discounts on world-class products (JBL, HARMAN Kardon, AKG, and more).
• Extensive training opportunities through our own HARMAN University.
• Competitive wellness benefits.
• Tuition reimbursement.
• “Be Brilliant” employee recognition and rewards program.
• An inclusive and diverse work environment that fosters and encourages professional and personal development.

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