You'll own adoption, renewal, and expansion, partnering closely with Customer Solutions, Sales, Product, Engineering, Support, and Marketing to ensure customers realize measurable value from our platform.
Responsibilities
Lead and scale a global Customer Success organization spanning Strategic, Enterprise, Commercial, and Digital Touch segments, with the right coverage model and team structure for each
Own retention and expansion outcomes, driving industry-leading NRR through proactive account management, risk mitigation, and expansion motions
Partner with Sales leadership on account planning, renewals, and expansion strategy to drive predictable, scalable revenue growth
Deliver a scalable Customer Success model (segmentation, playbooks, health scoring, QBRs, escalation paths) that works across a global, multi-region customer base
Serve as an executive sponsor for top strategic accounts, building trusted relationships with customer executives and champions
Collaborate cross-functionally with Product, Engineering, Support, Sales, and Marketing to close the loop on customer feedback, drive product adoption, and inform roadmap priorities
Build and mentor a high-performing, people-first leadership team; recruit, develop, and retain top CS talent globally
Track and report on key CS metrics (NRR, GRR, churn, expansion, adoption, CSAT/NPS, health scores) to executive leadership
Champion a customer-centric culture across the company, ensuring the voice of the customer influences strategy at every level
Requirements
10+ years in Customer Success, Account Management, or related revenue leadership roles, with 5+ years leading global CS organizations at scale
Experience in the security/cybersecurity industry strongly preferred
Proven experience supporting both SaaS and on-premise/hybrid deployment models
Demonstrated experience managing a multi-segment coverage model — Strategic, Enterprise, Commercial, and Digital Touch/Tech Touch customers — with tailored strategies for each
A track record of leading a CS organization responsible for $100M+ in revenue, with direct, specific experience helping scale that business while maintaining industry-leading NRR (able to speak concretely to the strategies, systems, and team changes that drove that outcome)
A genuine people-first leadership style — someone who invests in developing managers and ICs, builds trust across a global team, and leads with empathy alongside accountability
Strong cross-functional collaboration skills; a track record of effectively partnering with Sales, Product, Engineering, and Marketing leaders as true peers
Deep fluency in CS operating metrics and systems (NRR/GRR, churn, health scoring, CS platforms such as Gainsight/ChurnZero/Planhat, CRM tools)
Experience operating in a global, multi-region organization, with cultural fluency and experience managing distributed teams
Excellent executive presence; comfortable engaging with C-level customers
Nice to Have
Experience in identity security, cloud security, or adjacent infrastructure security categories
Experience through a hyper-growth stage
Success with land and expand sales motion
