Job Level
Lead
Tech Stack
Cyber Security
About the role
- Build and scale the 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, 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.
- Serve as executive sponsor for strategic accounts and lead executive-level engagements (QBRs, EBRs, roadmap reviews).
- Own the renewal process and identify expansion opportunities.
- Act as the Voice of the Customer across Sales, Service Delivery, Operations, and Finance to advocate for continuous improvement.
- Ensure customers realize long-term value from cybersecurity services, positioning Customer Success as a core growth engine.
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.
- Experience shaping coverage models, playbooks, and the full customer journey.
- Experience implementing customer health scoring and risk management frameworks.
- Experience driving renewal forecasting and identifying expansion opportunities.