Senior Customer Success Manager
CFC
Cyber Security
Head of Customer Success
CFC
full-time
Posted on:
Location Type: Hybrid
Location: Texas • 🇺🇸 United States
Visit company websiteJob 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, hire and develop the Customer Success team, and set clear KPIs and career development paths.
- Serve as the executive sponsor for strategic accounts and lead executive-level engagements including QBRs, EBRs, and roadmap reviews.
- Ensure customers realize long-term value from cybersecurity services and position Customer Success as a core growth engine.
- Define and execute Customer Success strategy, coverage models, playbooks, and the full customer journey.
- Implement customer health scoring, risk management frameworks, and drive proactive renewal forecasting and expansion identification.
- Serve as the Voice of the Customer across Sales, Service Delivery, Operations, and Finance, and report on portfolio health and renewal performance.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategycustomer health scoringrisk management frameworksrenewal forecastingexpansion identificationKPI developmentplaybookscustomer journey mapping
Soft skills
leadershipexecutive presencerelationship buildingdata-driven decision makingcommunication