VP/Sr Director, Customer Success Strategy

Zimperium, Inc., a leader in mobile security solutions, is seeking a visionary and strategic VP/Sr. Director of Customer Success Strategy. This role is designed for a forward-thinking leader who is passionate about driving customer success, improving retention, and enhancing the overall customer experience. The individual will also play a critical role in positioning the value of our Advanced Threat Intelligence (ATI) and Implementation services to Tier 1 prospects, helping to shape the post-sale experience and ensuring seamless transitions from sales to success.
Primary Purpose: As the VP/Sr. Director of Customer Success Strategy, you will be responsible for executing initiatives that drive customer retention, improve global adoption rates for our key services, and contribute to overall net revenue retention (NRR). In addition to these core responsibilities, you will actively engage with our Tier 1 prospects during the sales process, positioning the value of Advanced Threat Intelligence and Implementation Services and ensuring that the post-sale experience is clearly defined and aligned with customer expectations.

Responsibilities

• Leadership & Strategy: Report directly to the SVP of Global Customer Experience, shaping and executing a comprehensive customer success strategy that aligns with Zimperium’s business goals.
• Customer Engagement: Develop and implement improved customer engagement models and communications, ensuring that interactions are consistently meaningful and contribute to long-term satisfaction and retention.
• Data-Driven Insights: Leverage product telemetry to create algorithms that measure customer propensity to renew, upsell, and cross-sell, using these insights to inform strategic decisions.
• Operational Excellence: Establish and refine standard operating procedures (SOPs) for customer success, ensuring consistency and excellence across all customer touch points.
• Tier 1 Prospect Engagement: Collaborate with the sales team to engage with Tier 1 prospects, positioning the value of Zimperium’s ATI and Implementation services. Provide insights on how these services will deliver value post-sale and outline what the customer success experience will look like after purchase.
• Post-Sale Experience: Help define and communicate the post-sale customer journey, ensuring that prospects have a clear understanding of how Zimperium will support them after they become customers. This includes aligning the customer success strategy with sales efforts to create a seamless transition from pre-sale to post-sale.
• Cross-Functional Collaboration: Work closely with Sales, Product, and Implementation teams to ensure alignment of customer success strategies with overall company objectives and customer needs.
• Performance Management: Be accountable for achieving and exceeding Net Revenue Retention (NRR) and Customer Satisfaction (CSAT) / Net Promoter Score (NPS) targets.

Qualifications

• 5+ years of demonstrated success in a senior customer success role, preferably within a SaaS environment.
• Strong understanding of customer success strategies and methodologies, with experience engaging in the sales process for high-value prospects.
• Proven ability to communicate the value of complex services, such as ATI and Implementation, to executive-level prospects.
• Exceptional leadership and communication skills, with a track record of managing high-performing teams.
• Strong analytical mindset with the ability to use data to drive strategic decisions.

Zimperium is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.