Director of Customer Success

About Us

Panorays is a leading third-party security risk management (TPRM) platform, enabling organizations to rapidly and confidently assess, monitor, and remediate vendor cyber risk. We empower enterprises to scale their security programs, drive operational efficiency, and ensure continuous compliance.

About the Role

As Director of Customer Success, you will lead a global team of Customer Success Managers (CSMs) and oversee the full post-sale customer lifecycle. This role is responsible for ensuring that Panorays’ customers realize measurable value from the platform, achieve strong adoption maturity, and receive an exceptional customer experience. You will manage and develop a high-performing team that drives customer outcomes, retention, and expansion, while also owning initiatives that promote operational excellence across the Customer Success organization. This position reports to the VP of Global Customer Success.

Leadership & Team Management

• Lead, mentor, and develop a global team of up to 10 Customer Success Managers.
• Establish clear performance goals, KPIs, and career paths for the team.
• Drive a culture of accountability, collaboration, and continuous improvement.
• Recruit, onboard, and develop top-tier CS talent as the team scales.

Customer Value & Success Outcomes

• Own customer value realization strategy, ensuring customers understand, measure, and achieve expected business outcomes.
• Develop frameworks and playbooks to mature platform adoption across the lifecycle.
• Guide customers through best practices in TPRM program operations and automation.
• Partner with customers at the executive and operational levels to ensure strong alignment.

Customer Health, Retention & Growth

• Drive retention, renewal, and NRR by addressing risk and identifying expansion opportunities.
• Oversee customer health scoring, QBRs, and success plans.
• Collaborate with Sales on upsell and cross-sell strategies.
• Ensure consistent delivery of world-class customer experience.

Operational Excellence & Cross-Functional Collaboration

• Partner with Product, Engineering, and Support to deliver customer feedback and influence roadmap priorities.
• Standardize CS processes and implement scalable systems and automations.
• Monitor and report on key CS metrics and performance.
• Work with Marketing and Enablement on advocacy and education programs.

Experience & Skills

• 8+ years of Customer Success or Account Management experience in B2B SaaS, ideally in cybersecurity or GRC.
• 3–5+ years leading high-performing global CS teams.
• Track record driving adoption, value realization, retention, and NRR.
• Experience with enterprise customers and complex multi-stakeholder environments.
• Strategic thinker with strong operational execution.
• Exceptional communication, executive presence, and relationship-building.
• Data-driven mindset and comfort owning KPIs.
• Ability to thrive in a fast-paced, evolving scale-up environment.
• Deep customer empathy and passion for delivering outcomes.
• Strong emphasis on execution and initiative ownership.

About You

• Strategic & Visionary Leader - You thrive at the strategic level, shaping the direction and impact of the global Customer Success organization. You inspire and guide your team to achieve measurable results and drive customer success at scale.
• Relationship-First Mindset - You build trust with executive and operational stakeholders, turning engagements into long-term partnerships and measurable outcomes. Your influence ensures alignment and adoption of mission-critical cybersecurity initiatives for global enterprises.
• Business-Savvy & Value-Driven - You connect technical security and TPRM solutions to business outcomes, crafting ROI-driven strategies that resonate across all organizational levels.
• Technically Fluent Communicator - You understand cybersecurity, GRC, and third-party risk, and can translate complex concepts into actionable insights for both technical and business audiences.
• Resilient & Scale-Up Ready - You excel in a fast-growing SaaS environment, bringing energy, initiative, and ownership at a leadership level, while developing a high-performing global Customer Success team.