Customer Success Team Lead

CYE is on the lookout for a Customer Success Team Lead to work closely with our customers, build lasting relationships, and help them every step of the way. Your role will be to encourage customers to make the most of our products and to always be there for them as their biggest supporter.

Responsibilities

• Build and maintain strong customer relationships. Proactively engage with customers to establish trust and rapport. Gain insights into their security risks, challenges and objectives, and offer tailored support and guidance.
• Customer advocacy: Act as a vocal advocate for customers within our company. Gather feedback and suggestions to inform product development and improve our cybersecurity offerings.
• Renewals and expansion: Manage customers' renewals process to ensure high retention.
• Collaborate with sales, marketing, product development, and technical support teams to ensure a cohesive and comprehensive customer experience.
• Onboarding: Lead the onboarding process for new clients, ensuring they have a seamless transition onto our cybersecurity platform and understand its features and functionalities.
• Training and enablement: Conduct training sessions and provide educational resources to empower customers to effectively utilize our cybersecurity solutions and enhance their security posture.
• Performance metrics: Monitor and analyze key performance indicators such as customer satisfaction, retention rates, and security effectiveness. Utilize data insights to refine customer success strategies and enhance service delivery.
• Stay abreast of the latest cybersecurity threats, technologies, and industry trends to provide informed advice to customers.
  
  

• At least 4 years of customer success experience in a B2B cybersecurity SaaS organization.
• At least 2 years in a leadership or management role.
• A strong foundation in cybersecurity, risk management, or a related field.
• Exceptional verbal and written communication skills in English, with the ability to convey complex information clearly and persuasively.
• Strong problem-solving abilities and a customer-centric approach to resolving issues.
• Experience in managing projects or customer accounts, with a track record of achieving successful outcomes.
• Demonstrated ownership, resourcefulness, and the flexibility necessary to lead and adapt within a hyper-growth and dynamic start-up.
• A demonstrated ability to learn quickly, adapt to new technologies, and stay current with industry trends.
• Certifications in cybersecurity (e.g., CISSP, CISM) or customer success (e.g., CCSM) - an advantage.
• Proficiency in CRM and customer success software - an advantage.
• Soft skills: Empathy and a customer-centric attitude; strategic thinking and the ability to align customer success strategies with business goals; resilience, with effective stress management skills in high-pressure situations.