VP Customer Success, Strategy & Excellence

Company Description

About CyberArk:
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.

Job Description

CyberArk is looking for a Vice President of Customer Success Strategy & Excellence to help achieve our next phase of growth. In this critical, high-impact role, you will establish a steel thread of customer outcomes that drives our Close, Adopt, Renew, Expand (CARE) lifecycle and integrates the actions of all CYBR teams seeking to drive success for CYBR customers. The purpose of the CS Strategy & Excellence team is to ensure all CYBR customers are willing to renew and expand their CYBR investments due to the value realized from their adoption of each product. You will be responsible for connecting customer success strategy to execution across all CS areas including strategic planning, budget management, business process definition & optimization, tech stack and data strategy, efficient lead management, and integrated reporting and analytics. You will apply a balanced blend of strategic thinking, delivery acumen, operations expertise, and leadership to align Field CS, Security Services, Customer Support, Renewals as across the customer journey and revenue funnel. Reporting to the Chief Customer Officer, you will work as a trusted partner with all levels of the CS organization.

• Develop, prioritize, and execute strategic, cross-functional programs that transform customer engagement models, service delivery models and methods, and content management processes.
  • Build customer journey/lifecycle framework designs for each solution
  • Define and design Customer Outcomes framework and outcomes by solution
  • Develop service packaging, pricing, and content
  • Design outcome delivery process/workflows/playbooks
  • Design service/coverage strategy for each customer segment/tier
  • Integrations between CYBR-led processes and partner-led equivalents
  • Develop and execute against a Digital Success post-sale engagement strategy to drive adoption
  • Leverage reporting/analytics to identify journey/lifecycle/outcome effectiveness and areas for optimization
  • Drive roadmap for CS system implementation, integration, automation
• Provide thought leadership and guidance for the people enablement strategy relating to all CS customer engagement motions.
  • Enable all CYBR teams and partners on new and updated customer outcomes
  • Enable CS, Services, Support teams and partners on new and updated processes/workflows and cross-functional engagement models.

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Qualifications

• 10+ years of experience in Customer Success leadership roles with deep expertise in CS methodologies, processes, systems, and analytics
• Graduate degree or relevant work experience
• Experience in B2B tech growth environments, with multi-product portfolio and direct and indirect sales and service delivery processes
• Expertise across full technology stack including SFDC, Gainsight, ServiceNow, Tableau, Monday.com, FinancialForce, SupportLogic, BI, and other critical applications including AI solutions
• Passion for data analysis and using data to identify key business questions, structure analysis, drive insights, and identify opportunities for improvement
• Experience operating in a CARE-oriented GTM strategy
• Excellent verbal and written communications skills, including presentation to all levels
• Strong “pulse” of external CS Operations landscape such as trends, best practices, KPI benchmarks, go-to-market models, and productivity levers
• Experience interacting with senior stakeholders
• Strong program management skills and drive for ownership and results
• Ability to prioritize and multi-task and to work in a dynamic, fast-changing entrepreneurial environment
• A smart, bold but humble attitude to work collaboratively with CyberArkers across the organization

Additional Information

CyberArk is an Equal Op