Director, Customer Success and Services
Cyera
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇪🇺 Anywhere in Europe
Visit company websiteJob Level
Lead
About the role
- Optimize customers' utilization and return on investment in Cyera
- Travel 25-50% annually to engage directly with clients
- Develop and implement a comprehensive renewals strategy, including process design, execution, and optimization
- Collaborate with Customer Success Engineers, Account Managers, and Leadership to streamline renewals and maximize renewal rates
- Establish renewal workflows, timelines, and escalation procedures to ensure timely renewals and minimize churn
- Establish and monitor renewal metrics and KPIs to track performance and identify improvements
- Monitor and report on customer health and usage indicators
- Mentor team members and participate in hiring and onboarding
- Oversee customer success operations: support processes, onboarding, training, and engagement
- Implement best practices and standard operating procedures to drive consistency across customer success functions
- Identify opportunities for process optimization and automation, leveraging technology to enhance efficiency
- Develop and maintain documentation and training materials
- Proactively identify risks and develop mitigation strategies to address customer concerns and mitigate churn
- Utilize data analytics and reporting tools to generate insights; develop dashboards and reports for leadership
Requirements
- Associates degree or equivalent experience required
- Bachelor’s degree in Computer Science or similar a plus
- Strong project management skills
- Self-starter who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment
- Results-oriented mindset with proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing retention
- Prior experience collaborating with Development teams
- Proficiency in Salesforce and Business Intelligence
- Prior experience working in a software company in a technical customer-facing role
- Demonstrated track record of owning customer relationships, including onboarding, renewal, and expansion
- Excellent interpersonal and customer relations skills
- Clear and concise verbal and written communicator
- Proficiency in leading both executive meetings and technical workshops
- Ability to work autonomously and tackle complex challenges
- Willingness to travel 25-50% annually
Benefits
- Ability to work remotely
- Office setup reimbursement
- Unlimited PTO
- Paid holidays and sick time
- Health, vision, and dental insurance
- Life, short and long-term disability insurance
- Standard benefits and equity package
- Generous salary (varies by location and experience)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analyticsreporting toolsprocess designrenewals strategyKPI monitoringcustomer health indicatorsdocumentation developmentautomationproject management
Soft skills
interpersonal skillscustomer relationscommunicationmentoringself-starterresults-orientedcollaborationproblem-solvingautonomy
Certifications
Associates degreeBachelor’s degree in Computer Science