Global Customer Success Team Leader

We are looking for a Global Customer Success Team Leader to join our team!

Main responsibilities

Lead and manage a team of global Customer Success Managers, ensuring that the CSMs:

• Understand customers' business and technical needs.
• Maintain regular communication with customers, fostering a strong relationship with Cynet.
• Collaborate with customers to define goals and key performance indicators (KPIs), ensuring a successful journey.
• Monitor customer status, identify potential risks, and showcase new product features and functionality.
• Conduct Executive Business Reviews (EBRs) to evaluate customer satisfaction and address any pending issues.
• Act as an advocate for customers both internally and externally, while maintaining a proactive communication plan.
• Foster collaboration with internal teams, including product management, professional services, engineering, and sales.
• Establish trust with customers by deeply understanding their business and aligning their needs with our solutions.
• Drive business growth, customer advocacy, and reference-ability.
• Ensure the successful execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells, and other opportunities.

Requirements

• At least 5 years of experience in the cybersecurity industry.
• Minimum of 3 years' experience in leading customer-facing teams.
• Proficiency in using Salesforce and other customer CRM and engagement tools.
• Bachelor's degree in a relevant field.
• Strong project management skills.
• Ability to influence, persuade, negotiate, and build consensus.
• Ideally, a combined background of post-sale and sales experience.
• Strong empathy for customers and a passion for revenue and growth.
• Deep understanding of value drivers in recurring revenue business models.
• Analytical and process-oriented mindset.
• Enthusiastic and creative leader with the ability to inspire others.
• Extensive knowledge of go-to-market strategies and well-developed process management skills.

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