Description
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 to play a key role in leading and empowering our regional Customer Success teams. 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 the Director of Customer Success, your primary duty is to execute and achieve the mission and objectives of the Customer Success organization. You will lead, manage, and enable a regional team that plays a critical role in ensuring the enablement and operationalization of Cyera for our customers. You will maintain ownership over one of three key focus areas: customer enablement, pre-sales enablement, and CSE technical enablement. In addition, each director will partner with the regional Sales/SE, Solutions Architecture, and Product Management teams to improve customer-focused outcomes. This position reports directly to the Head of Customer Success.
As part of this role, you can expect to travel between 50-75% annually, enabling you to engage directly with clients and enhance their overall experience.
RESPONSIBILITIES:
As a Director of Customer Success, you will play a crucial role in ensuring customer satisfaction and success by:
- Advocating for and enabling the people in the customer success organization
- Functioning as a principal point of contact for guidance and escalations
- Participating in the interview process to identify exceptional candidates
- Leading from the front through active participation and mentoring by contributing to projects in a player-coach role
- Actively creating, measuring, and improving Objectives and Key Results of team’s activities and goals
- Ensuring customer satisfaction and retention by creating mutual success plans to drive further product adoption
- Organizing events for the Regional Customer Success team to ensure cohesion and collaboration
- Mentoring other team members, sharing your expertise and assisting in their professional development
- Building relationships with champions at strategic customers
- Standardizing and improving the customer onboarding experience to scale with the growth of the business
- Developing and maintaining comprehensive documentation and training materials for customer delivery
- Partnering with the product and technical writing teams to publish external facing content and guides
- Maintaining and improving the post-sales demo and drive demo qualification across every CSE
- Improving go-to-market content for operationalization outcomes and customer success
- Ensuring accurate central messaging of product capabilities across pre-sales, Product Management, and Customer Success teams
- Ensuring technical enablement of Subject Matter Experts by building and maintaining lab and test environments
- Planning, leading, and managing bug-a-thons
- Conducting and improving the Cyera deployment qualification
Sales / Sales Engineering team alignment
- Establishing and maintaining communications channels with the regional sales manager to ensure success in Quarterly Business Reviews, renewals, and to address customer dissatisfaction
- Standardizing, improving, and enforcing the pre-sales to post-sales handoff process
- Establishing a feedback loop with the regional sales team for continuous improvement of the sales cycle
- Participating in regional internal Quarterly Business Reviews
- Supporting the active process of identifying expansion opportunities and executing on them
- Monitoring and tracking renewal dates and account health in order to secure successful renewals.
Office of the CTO
- Working with OCTO team to ensure engagement for atypical customer onboarding scenarios
- Prioritizing integrations based on customer needs
- Partnering with the OCTO team to improve product health tracking
Product Management
- Identifying and reporting major trends and gaps in the product to ensure scalability of customer services
- Collaborating with Product Managers to ensure critical feature requests are tracked and prioritized
- Establishing a feedback loop to ensure continuous improvement of product aligned to customer expectations
R&D
- Collaborating with Research & Development to drive product supportability and ease of use
- Driving improvement of bug reporting and remediation process
- Providing R&D with meaningful feedback from the field to drive innovation aligned to meeting the practical needs of our customers
Marketing
- Allocating CSE’s to participate in regional events and webinars
- Partnering with the sales and marketing teams to build regional customer user groups
Requirements
REQUIRED QUALIFICATIONS:
- Associate's degree or equivalent experience required. Bachelor’s degree in Computer Science or similar experience a plus
- Demonstrated experience in leading and developing high-performing support teams, with a focus on fostering a collaborative, customer-centric culture and driving continuous improvement.
- Proven track record of mentoring and coaching technical support staff, including goal-setting, performance management, and professional development, to enhance team capabilities and service levels.
- Strong leadership skills with the ability to motivate and inspire teams, especially in fast-paced and dynamic environments, while ensuring accountability and adherence to service standards.
- Exceptional team-building and interpersonal skills, with a focus on building trust, promoting open communication, and creating an inclusive environment that supports growth and engagement.
- 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.
- 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
- Competitive salary
- Unlimited PTO
- Paid holidays and sick time
- Health, vision, and dental insurance
- Life, short and long-term disability insurance
