Head of Customer Success

at  CybSafe

ANY OF THESE ADDITIONAL SKILLS ARE HIGHLY DESIRABLE:

• You have prior work experience as a Technical Account Manager or Sales Engineer focused on cybersecurity, GRC or data protection solutions.
• You have experience working within cybersecurity and in a cybersecurity tech vendor.
• You have a unique experience that you believe is relevant and an advantage. Every individual is different and we embrace that.
• You have a strong knowledge of a range of prominent cybersecurity and business productivity technologies, (ie. Microsoft E3/E5 Proofpoint, ZScaler, Slack, GoogleWorkspace).
• You have a familiarity with technologies that are adjacent to CybSafe in which we integrate, (DLP, SIEM, SOAR, UEBA)

YOUR ROLE IN THIS MISSION

We are looking for a Head of Customer Success to join the CybSafe tribe. You’ll act as a player-coach and lead the Customer Success function at a fast-growing, Series B VC-backed B2B enterprise SaaS company. You are someone who can think strategically but who is also very much hands-on with processes and customers. As well as building a Customer Success team from scratch, you will personally have ownership of an important portfolio of approximately 30 - 50 customers, including commercial ownership for the renewal. You’ll be responsible for renewals and advocacy in our customer base, and you’ll be a bridge between Product and our customers - communicating our technology, understanding pain points and interpreting future customer needs to inform product development.
The Head of Customer Success will lead the customer success team, so direct experience managing a team is crucial.

YOUR DAY-TO-DAY RESPONSIBILITIES:

• Deliver and communicate recurring value throughout the customer lifecycle.
• Deliver consistently low churn metrics, drive customer renewal, and grow revenues through expansion and multi-year conversions.
• Be the CybSafe’s Customer Success evangelist.
• Ensure a customer-centric focus across all business functions.
• Ensure CybSafe delivers exceptional account management and customer experience, and that CybSafe platform deployments are successful.
• Automate processes to ensure effectiveness and efficiency.
• Deliver an outstanding onboarding experience, accelerate time to value (TTV), and create immediate customer stickiness.
• Advise our customers, with hands-on platform guidance, on how to manage CybSafe’s solution to achieve full business value quickly and repeatedly.
• Be data-obsessed and assist our customers in using analytics to prove value and show how the CybSafe solution has decreased their workforce risk exposure.
• Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track.
• Act as the voice of the customer cross-functionally and collect feedback to influence continuous improvement in the product and our processes.
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Own and run periodic business reviews and health checks - accurately assessing customer health, helping define adoption strategies and ensuring value realisation (using key metrics from the platform).
• Identify advocates and expand our customer community to accelerate our go-to-market motion.
• Work closely with sales, product, finance, marketing, and services teams to ensure alignment, collaboration and efficiency in our approach to effective customer success.
• Maintain and create an environment and develop effective processes that promote both autonomy and accountability.
• Guide and mentor a high-performing, happy, world-class Customer Success team, encouraging collaboration, ownership and continued learning and development, through 1:1s, coaching and career planning.