Director of Customer Success - EMEA

Silverfort is a cyber security startup that develops a revolutionary identity protection platform. Our mission is to provide industry leading unified identity protection solutions for hybrid and multi cloud environments. Using patented technology, Silverfort's platform enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers.

Silverfort has been widely recognized as an industry innovator, being named “Best of MFA award” from Expert Insights, Microsoft Security 20/20 partner award, Homeland Security Award for Best Identity Access Management platform for its agentless secure authentication and zero trust platform by Astors.

We are looking for a Director of Customer Success on the EMEA team who will join an amazing group of people. In this role, you will help build Silverfort’s customer relationships and manage our EMEA Team of Commerical & Enterprise Customer Success Managers. You will lead and mentor the team, nurturing them to prioritize customer satisfaction, thereby facilitating customer retention, upselling, and cross-selling.

Responsibilities

• Exhibit operational rigor & strong communication surrounding reporting of team KPIs, tracking goals, and overall status updates to senior leadership
• Hold team members accountable for achieving set goals and metrics through weekly 1:1s
• Make recommendations on programs/resources the EMEA team needs to drive retention and upsell
• Build customer relationships and act as an escalation point for items that may put customers at risk. Monitor ongoing customer risk and effectively navigate internal resources for resolution
• Maintain and foster excellent cross-functional relationships throughout the company with frequent check-ins with internal partners (sales, customer loyalty, marketing, and product)
• Lead the Account Planning Process for priority accounts in collaboration with the CS team and Account Executive assigned to the account

Requirements

• 6+ years of relevant work experience in customer success or technical account management for an IT software company
• 3+ years of previous management and leadership experience in a similar role
• Track record of implementing processes that promote operational efficiencies or solve known issues
• Proven ability to hit and exceed a measurable goal (NPS, adoption, ARR)
• General knowledge of cyber security/identity is a plus
• Proven track record of cross-functional collaboration with an emphasis on communicating customer feedback to internal partners
• Ability to demonstrate increased revenue through Customer Success-related tasks
• Demonstrated ability to leverage qualitative data to identify areas for improvement and implement positive outcomes
• Travel up to 25%