Senior Director of Customer Success - Global Success Leads

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. 

 

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