Director of Customer Success - Northeast & Canada

Description

WHO WE ARE

Come join the company reinventing data security, empowering businesses to realize the full potential of their data. As the leading data security platform purpose-built for the cloud era, Cyera’s mission is to reinvent how businesses secure data, enable agile collaboration, and boldly pursue new business opportunities. Trusted by security teams at leading global businesses, our team is proving that data security is the next big thing in cyber. Backed by the world’s leading investors and working with a large and growing list of Fortune 1000 companies, we are looking for world-class talent to join us as we usher in the new era of data security.

THE OPPORTUNITY

We are searching for a highly skilled Director of Customer Success to play a key role in leading and empowering our regional Customer Success teams. This position offers an exciting chance to join a thriving organization and contribute to the forefront of data security, making a significant impact on the protection of data for numerous global enterprises.

As the Director of Customer Success, your primary duty is to execute and achieve the mission and objectives of the Customer Success organization. You will lead, manage, and enable a regional team that plays a critical role in ensuring the enablement and operationalization of Cyera for our customers. You will maintain ownership over one of three key focus areas: customer enablement, pre-sales enablement, and CSE technical enablement. In addition, each director will partner with the regional Sales/SE, Solutions Architecture, and Product Management teams to improve customer-focused outcomes. This position reports directly to the Head of Customer Success.

As part of this role, you can expect to travel between 50-75% annually, enabling you to engage directly with clients and enhance their overall experience.

RESPONSIBILITIES:

As a Director of Customer Success, you will play a crucial role in ensuring customer satisfaction and success by:

• Advocating for and enabling the people in the customer success organization
• Functioning as a principal point of contact for guidance and escalations
• Participating in the interview process to identify exceptional candidates
• Leading from the front through active participation and mentoring by contributing to projects in a player-coach role
• Actively creating, measuring, and improving Objectives and Key Results of team’s activities and goals
• Ensuring customer satisfaction and retention by creating mutual success plans to drive further product adoption
• Organizing events for the Regional Customer Success team to ensure cohesion and collaboration
• Mentoring other team members, sharing your expertise and assisting in their professional development
• Building relationships with champions at strategic customers
• Standardizing and improving the customer onboarding experience to scale with the growth of the business
• Developing and maintaining comprehensive documentation and training materials for customer delivery
• Partnering with the product and technical writing teams to publish external facing content and guides
• Maintaining and improving the post-sales demo and drive demo qualification across every CSE
• Improving go-to-market content for operationalization outcomes and customer success
• Ensuring accurate central messaging of product capabilities across pre-sales, Product Management, and Customer Success teams
• Ensuring technical enablement of Subject Matter Experts by building and maintaining lab and test environments
• Planning, leading, and managing bug-a-thons
• Conducting and improving the Cyera deployment qualification

Sales / Sales Engineering team alignment

• Establishing and maintaining communications channels with the regional sales manager to ensure success in Quarterly Business Reviews, renewals, and to address customer dissatisfaction
• Standardizing, improving, and enforcing the pre-sales to post-sales handoff process
• Establishing a feedback loop with the regional sales team for continuous improvement of the sales cycle
• Participating in regional internal Quarterly Business Reviews
• Supporting the active process of identifying expansion opportunities and executing on them
• Monitoring and tracking renewal dates and account health in order to secure successful renewals.

Office of the CTO

• Working with OCTO team to ensure engagement for atypical customer onboarding scenarios
• Prioritizing integrations based on customer needs
• Partnering with the OCTO team to improve product health tracking

Product Management

• Identifying and reporting major trends and gaps