FP&A Implementation Team Manager
Datarails
Senior Director, Global Customer Success
Synack, Inc.
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $240,000 - $280,000 per year
Job Level
Senior
About the role
- Set the global vision and strategy for Customer Success Management (CSM), Technical Account Management (TAM), Customer Success Support (CSS), and CS Operations, aligning with company growth goals
- Drive innovation and excellence across all CS functions, ensuring consistent customer outcomes and scalable best practices worldwide
- Lead the design and execution of global frameworks and programs, including PODs, Customer Segmentation, Expansion Dashboard, Risk Management, and the Executive Sponsor Program
- Oversee deployment and optimization of CS tools and technologies (e.g., ChurnZero, Salesforce, Zendesk), ensuring automation, reporting, and enablement deliver measurable business value
- Own the roadmap requirements process with Product & Engineering to ensure customer-facing teams’ needs are prioritized
- Guide incident reduction initiatives, collaborating with the CTO, Product, and Research teams to minimize escalations and drive proactive customer stability
- Provide leadership to a global organization that includes both people managers and individual contributors
- Lead day-to-day execution of global TAM, Support, and CS Operations teams, ensuring alignment with the company’s vision for customer-centric service delivery
- Implement and evolve processes, job roles, and performance expectations to ensure clarity and accountability across functions
- Develop, coach, and scale leadership talent across CSM, TAM, CSS, and Support to drive accountability and execution
- Define and adjust commission and incentive structures in partnership with Finance
- Manage KPIs, workforce planning, and regional alignment across TAM, Support, and CS Ops aligned to business growth objectives
- Ensure alignment between Customer Success and Sales leadership through consistent operating rhythms and executive engagement
- Collaborate cross-functionally (Sales, Product, Marketing, Engineering) to ensure operational processes support broader Customer Success strategies and deliver a seamless customer experience
- Drive customer health, renewals, and growth while ensuring customer-centric service delivery, operational excellence, and scalability worldwide
Requirements
- 10+ years of progressive management and leadership in Customer Success, Account Management, or related post-sale roles in SaaS
- 5+ years experience in Cyber and/or Application Security
- Ability to confidently present to C-level executives (internally & externally), influence decision-making, and tailor messaging for different audiences
- Proven ability to set vision while driving tactical programs to deliver measurable outcomes
- Expert in Customer Success metrics (renewal, churn, expansion, GDR, NDR, CSAT, health scores) and ability to translate data and insights into strategy, process improvements, and execution
- Demonstrated track record of driving renewals, customer adoption, and expansion
- Experience in Customer Success technology stack (ChurnZero, Clari, Salesforce, Zendesk)
- Data-driven and process-oriented, with the ability to translate insights into strategy and execution
- Experience managing managers and ICs across geographies
- This position has responsibility to ensure Synack’s security and privacy posture is maintained
