Head of Customer Success
Cerby
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
Cyber Security
About the role
- 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
Requirements
- 8–12 years of experience in Customer Success, Account Management, or related customer-facing leadership roles
- 3–5+ years managing teams
- Proven track record achieving (and improving) retention, NRR, and expansion targets at a SaaS company
- Demonstrated ability to navigate and influence senior stakeholders—including CIO, CISO, and VP-level executives
- Comfortable operating in both strategic and hands-on capacities, with a bias toward action and ownership
- Experience designing, implementing, and scaling CS processes, operating cadences, and KPI frameworks
- Strong analytical skills with the ability to interpret data, develop insights, and translate findings into operational improvements
- Highly skilled in cross-functional collaboration and influencing without direct authority
- Experience in cybersecurity, SaaS, Identity and Access Management (IAM), or related security domains is a strong plus
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategiesKPI frameworksdata analysisoperational improvementsprocess designteam managementSaaSvalue realizationproduct adoptioncustomer maturity
Soft skills
leadershipcoachingcross-functional collaborationinfluencing without authorityrelationship buildingstrategic thinkingproblem-solvingcommunicationperformance managementcustomer-centric mindset