Director of Customer Success & Services, EMEA

WHO WE ARE

Come join the company reinventing data security, empowering businesses to realize the full potential of their data. As the leading data security platform purpose-built for the cloud era, Cyera’s mission is to reinvent how businesses secure data, enable agile collaboration, and boldly pursue new business opportunities. Trusted by security teams at leading global businesses, our team is proving that data security is the next big thing in cyber. Backed by the world’s leading investors and working with a large and growing list of Fortune 1000 companies, we are looking for world-class talent to join us as we usher in the new era of data security.

THE OPPORTUNITY

We are searching for a highly skilled Director of Customer Success Operations to play a key role in optimizing our customers' utilization and return on investment in Cyera. This position offers an exciting chance to join a thriving organization and contribute to the forefront of data security, making a significant impact on the protection of data for numerous global enterprises. As part of this role, you can expect to travel between 25-50% annually, enabling you to engage directly with clients and enhance their overall experience.

As the Director, Customer Success Operations, you will play a pivotal role in optimizing our customer success processes, with a particular emphasis on renewals management. You will lead efforts to enhance the efficiency, effectiveness, and scalability of our customer success operations, ensuring that our customers receive exceptional support and service throughout their lifecycle with our company. This position reports directly to the Head of Customer Success.

RESPONSIBILITIES:

• Developing and implementing a comprehensive renewals strategy, encompassing process design, execution, and optimization.
• Collaborate closely with Customer Success Engineers, Account Managers, and Leadership teams to streamline the renewals process and maximize renewal rates.
• Establish clear renewal workflows, timelines, and escalation procedures to ensure timely renewals and minimize churn.
• Establish and monitor renewal metrics and KPIs to track performance and identify areas for improvement.
• Lead cross-functional initiatives to address renewal challenges and enhance customer retention efforts.
• Monitoring and reporting on the overall well-being of customers, tracking key health and usage indicators.
• Mentoring other team members, sharing your expertise and assisting in their professional development.
• Participating in the interview process to help identify and onboard talented individuals to the team.
• Oversee all aspects of customer success operations, including but not limited to support processes, customer onboarding, training, and engagement.
• Implement best practices and standard operating procedures to drive consistency and excellence across customer success functions.
• Collaborate with internal stakeholders to identify opportunities for process optimization and automation, leveraging technology to enhance operational efficiency and customer experience.
• Develop and maintain comprehensive documentation and training materials to ensure alignment and proficiency across the customer success organization.
• Proactively identify risks and potential barriers to customer success, particularly related to renewals and ongoing customer satisfaction.
• Work closely with cross-functional teams to develop mitigation strategies and contingency plans to address customer concerns and mitigate churn risks.
• Establish and monitor customer health indicators and intervene proactively to address issues and prevent escalations.
• Utilize data analytics and reporting tools to generate insights into customer behavior, trends, and performance.
• Develop dashboards and reports to track key performance metrics, measure the effectiveness of customer success initiatives, and inform strategic decision-making.
• Provide regular updates and insights to senior leadership regarding the health of the customer base and areas for improvement.

REQUIRED QUALIFICATIONS:

• Associates degree or equivalent experience required. Bachelor’s degree in Computer Science or similar experience a plus.
• Strong project management skills, enabling you to effectively plan, organize, and execute multiple projects simultaneously while maintaining a strong attention to detail
• A self-starter who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment.
• A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention.
• Prior experience collaborating with Development teams.
• Proficiency in Salesforce and Business Intelligence.
• Prior experience working in a software company in a technical customer-facing role.
• Demonstrated track record of owning customer relationships, including onboarding, renewal, and expansion.
• A self-motivated, proactive, and innovative team player who consistently strives to inspire customer loyalty.
• Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships.
• A clear and concise verbal and written communicator, capable of conveying complex information effectively.
• Proficiency in leading both executive meetings and technical workshops, demonstrating confidence and expertise.
• Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation. They will actively participate in projects aligned with their current skill set, seeking assistance primarily for more complex initiatives or issues.



COMPENSATION INFORMATION: 

In addition to a standard benefits and equity package, we offer a generous salary. Final compensation will vary based on seniority and relevance of experience, location, and position requirements.

This role may be eligible for potential merit increases based on factors such as individual or company performance, time in role, and other discretionary factors.​

BENEFITS - Why Cyera? 

• Ability to work remotely, with office setup reimbursement
• Unlimited PTO
• Paid holidays and sick time
• Health, vision, and dental insurance
• Life, short and long-term disability insurance