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, 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 and risk management frameworks.
- Drive proactive renewal forecasting and own the renewal process; identify expansion opportunities.
- Serve as executive sponsor for strategic accounts and lead executive-level engagements (QBRs, EBRs, roadmap reviews).
- Act as the Voice of the Customer across Sales, Service Delivery, Operations, and Finance; report 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer health scoringrisk management frameworksrenewal forecastingKPI settingcareer development paths
Soft skills
leadershiprelationship buildingexecutive presencedata-driven decision making