VP of Customer Success
Core
Lead and scale a global Customer Success organization to drive revenue growth, retention, and expansion for a security platform serving humans, machines, and AI agents.
Role type
VP of Customer Success (Global)
Builds
A scalable global Customer Success model and team structure across Strategic, Enterprise, Commercial, and Digital Touch segments.
Domain
Cybersecurity / Identity Security / SaaS
Required skills
Global CS organization leadership, Revenue growth strategy, Retention and expansion management, Cross-functional partnership, Executive account management, Team building and mentorship, CS metrics fluency (NRR, GRR, churn), Global team management, SaaS and on-premise deployment experience.
Preferred skills
Cybersecurity industry experience, Hyper-growth stage experience, Land and expand sales motion experience.
Technologies
Gainsight, ChurnZero, Planhat, CRM tools
Responsibilities
Lead and scale a global CS organization with appropriate coverage models; Own retention and expansion outcomes to drive NRR; Partner with Sales on account planning and revenue growth; Deliver a scalable CS model with playbooks and health scoring; Serve as executive sponsor for strategic accounts; Collaborate cross-functionally to close the loop on customer feedback; Build and mentor a high-performing leadership team; Track and report on key CS metrics to executive leadership; Champion a customer-centric culture.
Seniority
VP, Executive Leadership