Customer Success Director at Obrela

Athens, Attica, Greece -

Full Time

Start Date

Immediate

Expiry Date

22 Apr, 26

Salary

0.0

Posted On

22 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Cybersecurity, Managed Services, Leadership, Collaboration, Communication, Project Management, Service Delivery, Customer Engagement, Strategic Planning, Operational Excellence, Sales Support, Customer Advocacy, Risk Management, Team Management, Market Awareness

Industry

Information Technology & Services

Description

Obrela Security Industries is seeking a Customer Success Director to lead and scale our Customer Success function as part of our continued growth. The Customer Success Director will own the end-to-end customer lifecycle, overall customer experience, satisfaction, retention, and expansion, ensuring that Managed Cyber Security engagements are delivered with exceptional quality, consistency, and business impact. The ideal candidate is a senior leader with strong customer management and operational experience, a deep understanding of managed services, and solid knowledge of cybersecurity technologies and practices. This role combines strategic leadership, executive customer engagement, and cross-functional collaboration across service delivery, sales, and product teams. Responsibilities Customer Strategy & Leadership Define and own the Customer Success strategy, framework, and operating model aligned with Obrela’s business objectives. Lead, mentor, and scale the Customer Success team, setting performance standards, KPIs, and success metrics. Ensure consistent, high-quality customer experience across all managed cybersecurity engagements. Responsible for Partner enablement. Collaborate closely with sales to drive new commercial opportunities with local partners. Customer Engagement & Executive Relationships Act as an executive sponsor for key strategic accounts, building trusted relationships with C-level and senior stakeholders. Oversee customer success plans, ensuring alignment with client business objectives, risk posture, and security maturity goals. Drive customer advocacy, satisfaction, retention, and long-term value realization. Service Delivery & Operational Excellence Partner closely with Service Delivery, SOC, and Operations teams to ensure flawless execution, SLA adherence, and proactive issue resolution. Oversee and optimize customer onboarding, adoption, and lifecycle management processes. Ensure customer insights and feedback are systematically captured and translated into service and process improvements. Manage a team of Service Delivery managers Commercial Growth & Revenue Impact Collaborate with Sales and Account Management to support renewals, upsells, and cross-sell opportunities. Own customer health, churn prevention, and expansion strategy across the portfolio. Provide strategic input into pricing, packaging, and service positioning based on customer and market insights. Reporting, Value Demonstration & Market Awareness Oversee the creation of executive-level reports, dashboards, and QBRs demonstrating Obrela’s value and impact. Maintain strong awareness of cybersecurity trends, competitive landscape, and MSS market dynamics, translating insights into customer and business strategy. Act as a voice of the customer internally, influencing roadmap and service evolution. Requirements University degree in Computer Science, Information Technology, or a related field. Relevant Master’s degree is considered a strong advantage. 5+ years’ experience in Cyber security related roles Proven experience managing enterprise or strategic customer portfolios in managed services or cybersecurity environments. Strong background in project and program management, with demonstrated success improving service delivery outcomes. Solid understanding of current cybersecurity threats, trends, and managed security service models. Experience working with distributed or remote teams. Strong leadership and collaboration skills across Sales, Pre-Sales, Product, and Service Delivery. Excellent executive-level communication, presentation, and negotiation skills. Ability to build, maintain, and lead long-term, trust-based customer relationships. Native Greek speaker. Fluent in English (written and verbal). Experience with Customer Success platforms, CRM systems, and project management tools is an advantage. Benefits Dynamic and people-first environment that values respect, agility, and work/life balance. Continuous coaching and leadership development, including hands-on exposure to cutting-edge cybersecurity services. International career growth opportunities, working with diverse and highly skilled professionals. Competitive compensation package, aligned with experience and leadership impact. Performance-driven rewards designed to recognize both individual and team success.

Responsibilities

The Customer Success Director will define and own the Customer Success strategy while leading and mentoring the Customer Success team. They will ensure high-quality customer experiences and drive customer advocacy and retention.