Head of Customer Success

About Us:

Cylus, the global leader in rail cybersecurity, helps mainline and urban railway companies avoid security incidents and service disruptions caused by cyberattacks. With over $50M in funding by top VCs and strategic investors, global customers, and strong partnerships with the biggest railway integrators, we make a significant impact on the multi-hundred-billion global railway industry.

We’re seeking a Head of Customer Success to lead, grow, and elevate our CS function at Cylus and help us reach the next level. If you have the right attitude and skills, we invite you to board our bullet train.

Your Mission:

You’ll own the full customer lifecycle journey - from onboarding and training to long-term adoption, expansion, and renewal. You’ll manage and grow a team, act as a strategic partner to global customers, and work cross-functionally with Product, Sales, and R&D to ensure technical and commercial success

This is a global role, and occasional travel will be required to support key customers and deployments.

What will you do?

• Lead and scale the Customer Success team, starting as a player-coach
• Own the onboarding, training, and deployment lifecycle for global enterprise customers
• Build long-term relationships with security, networking, and operations stakeholders
• Ensure successful on-premise and hybrid deployments, often in complex environments (OT, ICS, rail)
• Proactively drive engagement, retention, upsell, and satisfaction across regions (EMEA, North America, APAC)
• Manage crises with professionalism, confidence, and clear communication.
• Partner with Sales, Product, and R&D to align customer feedback, solve critical issues, and influence the roadmap
• Build internal processes, playbooks, and documentation standards for scalable growth

Who Are You?

• Experienced Leader: 3+ years in a CS leadership role (Manager/Director), preferably in a cyber or networking company
• Customer Champion: Proven success managing long-cycle enterprise accounts, ideally across multiple geographies
• Technical Enough: Solid understanding of cybersecurity, networking, system administration, or deployment tech (VMware, Docker, etc.)
• Startup-Minded: Hands-on, self-starting, and comfortable operating without heavy process or infrastructure
• Trusted Partner: Skilled in managing POVs, driving product adoption, and enabling post-sales growth
• Growth-Oriented: You’ve shown career progression, curiosity, and a hunger to learn
• Crisis-Ready: Calm under pressure, creative problem-solver, and focused on solutions

Big plus:

• Experience with OT Security products
• Experience with on-premises products
• Experience with Rail technologies
• Global exposure (especially EMEA, North America, or APAC markets)