Cerby

Head of Customer Success

Cerby

full-time

Posted on:

Location Type: Remote

Location: Mexico

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Job 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, 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.

Requirements

  • 8–12 years of experience in Customer Success, Account Management, or related customer-facing leadership roles
  • 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 working hours
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementRetentionNet Revenue Retention (NRR)Gross Revenue Retention (GRR)KPI frameworksData analysisOperational improvementsSaaSIdentity and Access Management (IAM)
Soft Skills
LeadershipCoachingCross-functional collaborationInfluencing without authorityStrategic thinkingAnalytical skillsCustomer-centric mindsetPerformance managementRelationship buildingProblem-solving