Head of Customer Success
CFC
Cyber Security
Job Level
Lead
Tech Stack
Cyber Security
About the role
- Build and scale Customer Success function to deliver measurable customer outcomes that drive retention, expansion, and advocacy.
- Set the operating model, coverage models, playbooks, and full customer journey.
- Hire and develop 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 including QBRs, EBRs, and roadmap reviews for strategic accounts.
- Own the renewal process and identify expansion opportunities.
- Serve as the Voice of the Customer across Sales, Service Delivery, Operations, and Finance, advocating for continuous improvement.
- Provide regular reporting on portfolio health, renewal performance, and pipeline growth to shape leadership decisions.
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.
