Your responsibilities will include:
- Build and lead a high-performing CS team in North America; scale team globally in collaboration with regional leads.
- Design and implement the Customer Success operating model: customer journey, onboarding, handoffs, playbooks, KPIs, and CS assets (e.g., scorecards, documentation).
- Act as the project manager for customers’ success across all internal teams—Support, Professional Services, Product, Sales—to ensure cohesive and impactful customer experiences.
- Project manage and own the renewal process (execution by AEs), with customer retention as your primary KPI.
- Lead strategic initiatives around onboarding, value realization and customer lifecycle engagement.
- Champion a 360-degree view of the customer, breaking down silos between teams.
- Elevate CS as a core strategic pillar of the company.
- Own hiring and team growth and development.
You will bring:
- 15+ years in Customer Success with some Account Management skillset.
- Proven experience building and scaling a CS organization and operating model.
- Strong execution mindset—comfortable “building the plane while flying it”
- Experience balancing technical understanding and commercial acumen
- Comfortable engaging with both technical stakeholders and C-level executives
- Strategic thinker with strong project management and team orchestration skills
- Experience with SaaS, cybersecurity, infrastructure, or data management platforms
- Global exposure and intercultural sensitivity (especially US + Europe)
- Prior experience at companies like OwnBackup, Druva, Commvault, Okta, CrowdStrike, etc. is a plus
- Based in San Francisco; available in-office 3 days/week
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