Director, Customer Success PMO

About CyberArk:
CyberArk (NASDAQ: CYBR), is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit our CyberArk blogs or follow us on X, LinkedIn or Facebook.

We are seeking an experienced and strategic Customer Success PMO Director to lead the planning, execution, and governance of high-impact, cross-functional programs and corporate initiatives within the Customer Success (CS) organization. This role will play a critical part in driving program delivery excellence, aligning initiatives to positive customer outcomes, and embedding consistent delivery management practices across the CS organization.

The ideal candidate brings deep PMO leadership experience from within multi-billion-dollar software companies, has a strong track record of program governance, and thrives in a matrixed, customer-facing environment. This role will partner closely with leaders across Services, Support, Security, and Field teams to build the infrastructure, templates, and delivery blueprints that enable scalable, high-quality execution.

Key Responsibilities

• PMO Leadership: Establish and lead a Customer Success PMO function that governs and oversees strategic programs, delivery initiatives, and field execution.
• Cross-Functional Program Execution: Drive corporate initiatives that span multiple functions (e.g., Security Services, Support, Shield Services, Customer Success, Renewals), ensuring alignment, communication, and timely delivery.
• Delivery Standards & Best Practices: Define and implement standardized delivery management methodologies, templates, and playbooks for use across the CS organization.
• Customer Outcome Delivery Alignment: Ensure all programs and delivery motions are aligned with key customer success metrics (e.g., onboarding effectiveness, adoption, retention, satisfaction).
• Governance & Reporting: Create dashboards and cadences to monitor execution, manage risk, track dependencies, and report progress to executive stakeholders.
• Blueprint Creation: Build repeatable delivery blueprints and frameworks that enable CS teams to scale services efficiently and consistently across regions and segments.
• Field Collaboration: Partner with the CS Security Services and field teams to optimize delivery engagement models, ensuring security-focused services are delivered with consistency and excellence.
• Change Leadership: Act as a change agent, driving continuous improvement and promoting a culture of operational excellence, customer centricity, and accountability.
• Team & Stakeholder Management: Lead cross-functional program teams; collaborate with Product, Engineering, Sales, Legal, and other corporate functions to achieve joint outcomes.

#LI-CT1

• 15+ years of program/project management/PMO experience, with at least 10 years in Customer Success roles
• Proven success managing cross-functional programs in a multi-billion-dollar enterprise software company
• Deep understanding of Customer Success, Professional Services, Support, and/or Security delivery operations
• Strong background in delivery frameworks (Agile, PMP, ITIL, etc.) and ability to tailor to CS use cases
• Demonstrated success in building program infrastructure, governance models, and scalable practices from the ground up
• Experience in aligning program execution to customer lifecycle milestones and customer outcomes
• Experience with Success Paths to drive customer capabilities
• Experience with Partner Success motions
• Highly organized, with exceptional stakeholder management, executive communication, and change management skills
• Proficient in tools such as Certinia, Asana, Monday.com, Salesforce, Gainsight, or similar

Preferred Qualifications

• Experience with customer-facing services or field delivery programs
• Familiarity with CS metrics such as NRR, CSAT, time-to-value, or adoption KPIs
• Background in SaaS, cloud, or cybersecurity companies is a plus

CyberArk is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. 

We are unable to sponsor or take over sponsorship of employment Visa at this time.

The salary range for this position is $153,000 – $225,000/year, plus commissions or discretionary bonus, which will be based on the employee’s performance. Base pay may also vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits.