Cerby

Customer Success Manager

• Drive Customer Value, Retention, and Revenue Growth
• Own the end-to-end customer journey for enterprise and strategic accounts—from onboarding through value realization, renewal, and expansion
• Serve as executive sponsor for key accounts, building trusted advisor relationships with customer leadership to reinforce value, address risks, and identify growth opportunities
• Lead by example in high-impact moments, including strategic onboarding, QBRs/EBRs, renewal negotiations, and complex escalations
• Build and lead a high-performing CS team through coaching, career development, and effective performance management
• Establish a customer-centric culture focused on value delivery, operational excellence, and measurable success
• Define and implement customer success strategies that drive product adoption, customer maturity, operational security, and long-term retention
• Partner cross-functionally with Product, Sales, and Marketing to bring the voice of the customer into product roadmaps, onboarding programs, and go-to-market initiatives
• Own the development and refinement of CS playbooks, processes, and tooling to scale efficiently across the customer lifecycle
• Define, track, and report on the KPIs that demonstrate the impact of Customer Success, including (but not limited to): Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Logo retention / churn rate, Customer Health Scores, Product adoption and engagement metrics (e.g., time-to-value, activation rates, feature adoption), Renewal rate and expansion pipeline, CSAT / NPS, Time-to-first-value and onboarding completion rates
• Use these metrics to drive decision-making, forecast risks, prioritize resources, and continuously improve both customer experience and team performance.

Head of Customer Success

Revenue Operations

• Design and scale GTM processes that unify Sales, Marketing, and Customer Success into a single, cohesive engine
• Focus on eliminating friction during critical transition points (e.g., Lead-to-SDR, Sales-to-CS handoffs) to ensure a seamless internal and external experience
• Architect an integrated tech stack and data model where every marketing touchpoint and sales activity is traceable from initial lead capture to "Closed Won"
• Ensure 100% visibility into the customer journey to identify bottlenecks and conversion wins
• Empower the field by streamlining workflows and automating administrative overhead
• Support the development and maintenance of the business scorecard in collaboration with finance, tracking and reporting on critical financial and operational metrics
• Partner closely with finance to align GTM operational strategies with broader financial goals
• Take ownership of the RevOps tech stack
• Ensure a seamless flow of data across the "Lead-to-LTV" (Lifetime Value) journey
• Serve as the connective tissue between GTM functions, driving a unified strategy that treats customer acquisition and retention as a single, continuous loop
• Create a high-performance, accountable team culture, focusing on agility and results aligned with Cerby’s growth and profitability targets.

Senior Manager, Revenue Operations

• Own and strategically manage a portfolio of customers, prioritizing high-value accounts and proactively driving adoption, retention, and expansion opportunities aligned to Cerby’s revenue goals.
• Guide customers through the full lifecycle with a focus on outcomes, ensuring measurable value delivery, expanding their use of Cerby’s platform, and leading renewal planning and execution.
• Develop and execute customer growth plans by identifying expansion pathways, influencing key stakeholders, and partnering with Account Executives to drive upsell and cross-sell motions.
• Lead recurring business reviews and executive conversations, using data and insights to present forward-looking security strategies and demonstrate ROI.
• Serve as the strategic connector across Cerby, collaborating closely with Sales, Onboarding, Solutions, Product, Engineering, and Support to accelerate customer success and revenue impact.
• Become a Cerby platform authority, maintaining deep product expertise and providing prescriptive recommendations that maximize customer value and security outcomes.
• Act as the voice of the customer, synthesizing feedback, escalating risks, driving resolution of issues, and championing improvements across the Cerby experience.
• Continuously refine and scale Customer Success processes, contributing to operational efficiency, playbook development, and the evolution of Cerby’s customer engagement strategy.