Director of Customer Success - Global Success Leads

Malden, MA, United States

Director of Customer Success - Global Success Leads

Minimum Experience: 8-10 years of relevant professional experience in customer success, account management, or a related field within the technology, cybersecurity, or SaaS industry

Industry Experience: Prior experience in a software and technology environment, preferably in the realm of security or enterprise solutions, with experience in post-sales and SaaS being significant advantages

Strong understanding of customer success metrics and key performance indicators

Proven leadership and team management skills, with the ability to inspire and motivate a global team

Communication Expertise: Outstanding interpersonal and communication skills (written, verbal, and presentation) to build rapport and communicate effectively at all levels and across disciplines

Demonstrated ability to influence and work collaboratively with cross-functional teams

Strategic thinker with a results-driven mindset, capable of developing and executing customer success initiatives that align with business objectives

Cultural Attributes: A relentless "Customer First" mentality with a strong focus on maximizing customer outcomes throughout their journey

Responsibilities This leadership role is central to our commitment to customer satisfaction and success across diverse product sets within our portfolio

As the head of a dynamic team of Global Success Leads, you will play a pivotal role in shaping and implementing our customer success strategy

Your responsibilities will span from providing strategic guidance to your team, ensuring seamless coordination across functions, to championing the customer's voice within the organization

Your mission will be to maximize the impact the success organization has on our customers' success by both driving adoption of our products and creating opportunities for expansion

You will collaborate across customer success leadership and the Product, R&D, Sales, and Marketing teams to drive adoption, retention, and ultimate success of our customers

Provide strategic direction and guidance to the Global Success Lead function to ensure alignment with overall business goals and evolution of the function as CyberArk continues its growth

Lead and mentor a team of Global Success Leads, each focused on a specific product set within the CyberArk business

Develop and implement a comprehensive customer success strategy that enhances customer satisfaction, drives product adoption, identifies opportunities for expansion and aligns with the functional strategies across the customer success organization

Collaborate closely with Product, R&D, Sales, and Marketing teams along with the post-sales customer success leadership teams to ensure a seamless and coordinated approach to customer success across different product sets

Working closely with our director of customer experience, champion the voice of the customer within the organization, providing insights and feedback to influence product development, messaging, and overall customer experience

Define and track key performance indicators (KPIs) across each speedboat to measure the success of post-sale initiatives, providing regular updates to leadership and stakeholders

Ensure high customer retention and create opportunities for expansion, working closely with the Success at Scale, Renewals and Sales teams

The salary range for this position is $150,000 - $200,000/year, plus commissions or discretionary bonus, which will be based on the employee's performance

Base pay may also vary considerably depending on job-related knowledge, skills, and experience

The compensation package includes a wide range of medical, dental, vision, financial, and other benefits

Qualifications Minimum Experience: 8-10 years of relevant professional experience in customer success, account management, or a related field within the technology, cybersecurity, or SaaS industry

Industry Experience: Prior experience in a software and technology environment, preferably in the realm of security or enterprise solutions, with experience in post-sales and SaaS being significant advantages

Strong understanding of customer success metrics and key performance indicators

Proven leadership and team management skills, with the ability to inspire and motivate a global team

Communication Expertise: Outstanding interpersonal and communication skills (written, verbal, and presentation) to build rapport and communicate effectively at all levels and across disciplines

Demonstrated ability to influence and work collaboratively with cross-functional teams

Strategic thinker with a results-driven mindset, capable of developing and executing customer success initiatives that align with business objectives

Cultural Attributes: A relentless "Customer First" mentality with a strong focus on maximizing customer outcomes throughout their journey

Responsibilities This leadership role is central to our commitment to customer satisfaction and success across diverse product sets within our portfolio

As the head of a dynamic team of Global Success Leads, you will play a pivotal role in shaping and implementing our customer success strategy

Your responsibilities will span from providing strategic guidance to your team, ensuring seamless coordination across functions, to championing the customer's voice within the organization

Your mission will be to maximize the impact the success organization has on our customers' success by both driving adoption of our products and creating opportunities for expansion

You will collaborate across customer success leadership and the Product, R&D, Sales, and Marketing teams to drive adoption, retention, and ultimate success of our customers

Provide strategic direction and guidance to the Global Success Lead function to ensure alignment with overall business goals and evolution of the function as CyberArk continues its growth

Lead and mentor a team of Global Success Leads, each focused on a specific product set within the CyberArk business

Develop and implement a comprehensive customer success strategy that enhances customer satisfaction, drives product adoption, identifies opportunities for expansion and aligns with the functional strategies across the customer success organization

Collaborate closely with Product, R&D, Sales, and Marketing teams along with the post-sales customer success leadership teams to ensure a seamless and coordinated approach to customer success across different product sets

Working closely with our director of customer experience, champion the voice of the customer within the organization, providing insights and feedback to influence product development, messaging, and overall customer experience

Define and track key performance indicators (KPIs) across each speedboat to measure the success of post-sale initiatives, providing regular updates to leadership and stakeholders

Ensure high customer retention and create opportunities for expansion, working closely with the Success at Scale, Renewals and Sales teams

Benefits The salary range for this position is $150,000 - $200,000/year, plus commissions or discretionary bonus, which will be based on the employee's performance

Base pay may also vary considerably depending on job-related knowledge, skills, and experience

The compensation package includes a wide range of medical, dental, vision, financial, and other benefits

Who we are:

CyberArk (NASDAQ: CYBR) is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity - human or machine - across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world's leading organizations trust CyberArk to help secure... their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on Twitter, LinkedIn or Facebook.

Position Overview:

This leadership role is central to our commitment to customer satisfaction and success across diverse product sets within our portfolio. As the head of a dynamic team of Global Success Leads, you will play a pivotal role in shaping and implementing our customer success strategy. Your responsibilities will span from providing strategic guidance to your team, ensuring seamless coordination across functions, to championing the customer's voice within the organization. If you are a seasoned customer success leader with a strategic mindset and a passion for driving customer satisfaction in the cybersecurity space, we invite you to be a key player in shaping the success journey of our valued customers at CyberArk.

Top of Form

As we continue to evolve this team, you will be focused on ensuring we provide a consistent framework and cadence across each part of the business while allowing for the unique priorities of each product area. Your mission will be to maximize the impact the success organization has on our customers' success by both driving adoption of our products and creating opportunities for expansion. You will collaborate across customer success leadership and the Product, R&D, Sales, and Marketing teams to drive adoption, retention, and ultimate success of our customers.

What you will do:

Leadership:

• Provide strategic direction and guidance to the Global Success Lead function to ensure alignment with overall business goals and evolution of the function as CyberArk continues its growth

• Lead and mentor a team of Global Success Leads, each focused on a specific product set within the CyberArk business.

Customer Success Strategy:

• Develop and implement a comprehensive customer success strategy that enhances customer satisfaction, drives product adoption, identifies opportunities for expansion and aligns with the functional strategies across the customer success organization.

Cross-Functional Collaboration:

• Collaborate closely with Product, R&D, Sales, and Marketing teams along with the post-sales customer success leadership teams to ensure a seamless and coordinated approach to customer success across different product sets.

Customer Advocacy:

• Working closely with our director of customer experience, champion the voice of the customer within the organization, providing insights and feedback to influence product development, messaging, and overall customer experience.

Metrics and KPIs:

• Define and track key performance indicators (KPIs) across each speedboat to measure the success of post-sale initiatives, providing regular updates to leadership and stakeholders.

Retention and Expansion:

• Ensure high customer retention and create opportunities for expansion, working closely with the Success at Scale, Renewals and Sales teams.

What you need to succeed:

• Education: Bachelor's degree in Business, Management, or a related field; MBA or equivalent is a plus.

• Minimum Experience: 8-10 years of relevant professional experience in customer success, account management, or a related field within the technology, cybersecurity, or SaaS industry.

• Preferred Experience: 3-5 years of experience in a leadership or managerial role within customer success, with a proven track record of driving customer satisfaction, retention, and expansion.

• Industry Experience: Prior experience in a software and technology environment, preferably in the realm of security or enterprise solutions, with experience in post-sales and SaaS being significant advantages.

• Strong understanding of customer success metrics and key performance indicators.

• Proven leadership and team management skills, with the ability to inspire and motivate a global team.

• Communication Expertise: Outstanding interpersonal and communication skills (written, verbal, and presentation) to build rapport and communicate effectively at all levels and across disciplines.

• Demonstrated ability to influence and work collaboratively with cross-functional teams.

• Strategic thinker with a results-driven mindset, capable of developing and executing customer success initiatives that align with business objectives.

• Cultural Attributes: A relentless "Customer First" mentality with a strong focus on maximizing customer outcomes throughout their journey. Exhibits a "Smart, Bold but Humble" approach-striving to provide optimal solutions while maintaining a respectful and collaborative demeanor.

Reporting Structure: This role will report directly to the Global Vice President of Customer Success.

CyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

The salary range for this position is $150,000 - $200,000/year, plus commissions or discretionary bonus, which will be based on the employee's performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.

#LI-EB1 Company information

CyberArk is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets.For over a decade CyberArk has led the market in securing enterprises against cyber attacks that take cover behind insider privileges and attack critical enterprise assets. Today, only CyberArk is delivering a new category of targeted security solutions that help leaders stop reacting to cyber threats and get ahead of them, preventing attack escalation before irreparable business harm is done. At a time when auditors and regulators are recognizing that privileged accounts are the fast track for cyber attacks and demanding stronger protection, CyberArk’s security solutions master high-stakes compliance and audit requirements while arming businesses to protect what matters most.With offices and authorized partners worldwide, CyberArk is a vital security partner to more than 6,770 global businesses, including:More than 50% of the Fortune 500More than 35% of the Global 2000CyberArk has offices in the U.S, Israel, U.K., Singapore, Australia, France, Germany, Italy, Japan, Netherlands and Turkey.

Software, Insurance, Information Technology, Financial Services, Artificial Intelligence, Cloud Computing, Cybersecurity, Computer Software, Information Technology and Services, Banking

Company Specialties:

Privileged Account Security, Advanced Threat Protection, Insider Threat Protection, Privileged Identity Management, Privileged Session Management, SSH Key Management, Highly Sensitive Information Management, Information Security Software, DevOps Security, DevSecOps, Cloud Security, Identity Security, and Privileged Access Management

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