VP Customer Success

Today’s world is crime-riddled. Criminals are everywhere: invisible, virtual, and sophisticated. Traditional ways to prevent and investigate crime and terror are no longer enough…

Technology is changing incredibly fast. The criminals know it, and they are taking advantage. We know it too.

For 30 years, the incredible minds at Cognyte around the world have worked closely together and put their expertise to work to keep up with constantly evolving technological and criminal trends and help make the world a safer place with leading investigative analytics software solutions.

We are defined by our dedication to doing good, which translates to business success, meaningful work friendships, a can-do attitude, and deep curiosity.

Who you’ll be working with:

As the Vice President of Customer Success, you'll be responsible for leading and managing the customer success team to ensure customer satisfaction, retention, and growth.

This executive role focuses on developing strategies and programs that maximize customer engagement and loyalty, ensuring customers achieve their desired outcomes while using the company’s products or services.

As a Cognyter you will:

Leadership and Strategy:

• Develop and execute the customer success strategy in alignment with company goals.
• Lead, mentor, and grow a high-performing customer success team.
• Foster a customer-centric culture within the organization.
  
  

• Build and maintain strong relationships with key customers.
• Oversee the customer journey, ensuring exceptional service and support.
• Monitor customer health metrics and proactively address issues to enhance customer satisfaction.
  
  

• Implement programs to improve customer retention rates.
• Identify opportunities for upselling and cross-selling within the customer base.
• Develop strategies to drive customer advocacy and referrals.
  
  

• Work closely with sales, marketing, product, delivery and support teams to align efforts and achieve company objectives.
• Provide customer feedback to the product team to influence product development and improvements.
• Partner closely with product and engineering teams to ensure product-market fit and great service level
  
  

• Establish performance metrics and KPIs for the customer success team.
• Regularly review team performance and provide coaching and development opportunities.
• Report on customer success metrics to the executive team.
  
  

• Continuously evaluate and improve customer success processes and tools.
• Implement best practices and innovative solutions to enhance efficiency and effectiveness.
  
  

• Bachelor’s degree in Business, Marketing, or a related field; MBA or other advanced degree is a plus.
• 10+ years of experience in customer success, account management, or a related field, with at least 5 years in a leadership role.
• Self-motivated and capable of working independently
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strategic thinking and problem-solving abilities.
• Proficiency in customer success software and CRM systems.
• Ability to analyze data and derive actionable insights.
  
  

• Customer-focused mindset with a passion for delivering exceptional service.
• Proven ability to build and nurture long-term customer relationships.
• Highly motivated, with a strong sense of ownership and accountability.
• Adaptable and able to thrive in a fast-paced, dynamic environment.
• Collaborative and able to work effectively with cross-functional teams.