Leadership & Team Management:
Lead, mentor, and develop a global team of up to 10 Customer Success Managers.
Establish clear performance goals, KPIs, and career paths for the team.
Drive a culture of accountability, collaboration, and continuous improvement.
Recruit, onboard, and develop top-tier CS talent as the team scales.
Customer Value & Success Outcomes:
Own customer value realization strategy, ensuring customers understand, measure, and achieve expected business outcomes.
Develop frameworks and playbooks to mature platform adoption across the lifecycle.
Guide customers through best practices in TPRM program operations and automation.
Partner with customers at the executive and operational levels to ensure strong alignment.
Customer Health, Retention & Growth:
Drive retention, renewal, and NRR by addressing risk and identifying expansion opportunities.
Oversee customer health scoring, QBRs, and success plans.
Collaborate with Sales on upsell and cross-sell strategies.
Ensure consistent delivery of world-class customer experience.
Operational Excellence & Cross-Functional Collaboration:
Partner with Product, Engineering, and Support to deliver customer feedback and influence roadmap priorities.
Standardize CS processes and implement scalable systems and automations.
Monitor and report on key CS metrics and performance.
Work with Marketing and Enablement on advocacy and education programs.
8+ years of Customer Success or Account Management experience in B2B SaaS, ideally in cybersecurity or GRC.
3-5+ years leading high-performing global CS teams.
Track record driving adoption, value realization, retention, and NRR.
Experience with enterprise customers and complex multi-stakeholder environments.
Strategic thinker with strong operational execution.
Exceptional communication, executive presence, and relationship-building.
Data-driven mindset and comfort owning KPIs.
Ability to thrive in a fast-paced, evolving scale-up environment.
Deep customer empathy and passion for delivering outcomes.
Strong emphasis on execution and initiative ownership.
