Sales Development Representative
SoSafe
Cyber Security
Job Level
Lead
Tech Stack
Cyber Security
About the role
- Build and scale the Customer Success function to deliver measurable customer outcomes driving retention, expansion, and advocacy.
- Define and execute Customer Success strategy, including coverage models, playbooks, and full customer journey.
- Hire, develop, and lead a team of Customer Success Managers; set KPIs and career development paths.
- Implement customer health scoring, risk management frameworks, and proactive renewal forecasting.
- Lead executive-level engagements (QBRs, EBRs, roadmap reviews) for strategic accounts and own renewals and expansion identification.
- Serve as Voice of the Customer across Sales, Service Delivery, Operations, and Finance to advocate continuous improvement.
- Serve as executive sponsor for strategic accounts and provide regular reporting on portfolio health, renewal performance, and pipeline growth.
Requirements
- Proven leadership experience scaling Customer Success or Account Management in cybersecurity, SaaS, or IT services.
- Strong record of delivering retention and Net Revenue Retention growth.
- Executive presence with ability to build trusted relationships at C-level.
- Data-driven operator; comfortable with CRM and reporting systems.
- Background in cybersecurity services or insurance/broker ecosystems preferred.
