Director of Customer Success - NAM

November 14

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Cymulate

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Cyber Posture • Cyber Attack Simulation • Security posture assessment • breach and attack simulation • validate controls

201 - 500 employees

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

Description

• Collaborate closely with CS leadership to define and implement the strategic vision for the Customer Success function, creating a scalable and structured approach to CS execution that drives consistent results • Lead, recruit, and develop a high-performing Customer Success team, fostering a culture of excellence and accountability • Design and execute a plan to drive measurable business outcomes, managing the team towards key performance indicators such as customer engagement, feature adoption, GRR, NRR, NPS, and contract length • Serve as the voice of the customer internally, advocating for customer needs with Product Management and other key stakeholders to influence product roadmaps and improvements • Develop and execute upsell and expansion strategies that align with company growth targets, collaborating closely with Sales and CS leadership to identify opportunities for additional value delivery • Continuously refine and share best practices within the team, driving process improvement and operational excellence across the entire Customer Success function • Lead Quarterly Business Reviews, analyzing client trends, identifying areas of improvement, and presenting insights to senior leadership to inform decision-making and strategic planning

Requirements

• 5+ years of leadership experience managing Customer Success teams, preferably in the cybersecurity space, with a proven track record of driving client retention and expansion • A strong background in managing enterprise-level accounts, with the ability to clearly articulate the value proposition of Cymulate and demonstrate a clear understanding of offensive cybersecurity solutions • Operational excellence in a Customer Success leadership role, with strengths in analytical thinking, process development, problem-solving, communication, delegation, and strategic planning • Demonstrated leadership presence, with exceptional communication and interpersonal skills that inspire teams and influence cross-functional stakeholders • Proven experience building strong relationships with internal functional leaders and securing buy-in for key customer initiatives, ensuring alignment between CS and broader company goals • Ability to break down complex, ambiguous challenges into clear, actionable steps, with a focus on delivering optimal solutions and driving business outcomes