Head of Customer Success

Sygnia is a top-tier cyber consulting and incident response company, working with organizations worldwide to proactively build their cyber resilience, and to respond to and defeat cyber attacks. Sygnia is a trusted advisor of IT and security teams, senior managements, and boards of top organizations, including Fortune 100 companies.

Sygnia draws on top talents from the cyber security industry. Described by Forbes as a “cyber security delta force”, it applies technological supremacy, digital combat experience, data analytics and a business-driven mindset to cyber security, enabling organizations to excel in the age of cyber.

Sygnia is seeking its Head of Customer Success to establish, lead, and scale the Customer Success function.This is a unique opportunity to build the Customer Success discipline from the ground up — defining processes, methodologies, and customer engagement models — while working directly with strategic customers.You will initially operate as an individual contributor, owning key customer relationships end-to-end, while laying the foundation for a global Customer Success organization. Over time, you will play a central role in hiring, structuring, and leading the Customer Success team as it grows.

This role requires a combination of strategic thinking, operational execution, and strong customer-facing capabilities in a fast-paced cybersecurity environment. You will serve as a strategic advisor and primary point of contact for customers, driving adoption, ensuring satisfaction, and helping customers achieve their business and security objectives. You will work cross-functionally with Sales, Product, Support, and MDR teams to advocate for customers and continuously improve their experience.

Main Responsibilities:

You will split your time between hands-on customer management and building the Customer Success function at Sygnia.

Customer Ownership & Delivery:

• Build and maintain strong, long-term relationships with customers, acting as their primary point of contact.
• Drive product adoption and value realization aligned with customer goals and business outcomes.
• Proactively monitor customer health, engagement, and usage to identify risks and opportunities.
• Manage customer satisfaction, track customer “health,” and identify churn risks early.
• Conduct regular check-ins, business reviews, and executive-level engagements.
• Handle escalations and ensure timely resolution in collaboration with Technical Support, MDR, and Engineering teams.
• Support post-incident activities, including managing RCA requests.
• Manage non-standard or out-of-scope customer requests (e.g., audits, custom reports).

Retention, Growth & Advocacy:

• Identify and mitigate churn risks, improving retention and long-term customer success.
• Detect and drive expansion opportunities in partnership with Sales.
• Act as the voice of the customer, influencing product roadmap and priorities.
• Manage feature requests and serve as the bridge between customers and Product teams.
• Track and report on key success metrics such as retention, expansion, NPS, and CSAT.
• Building the Customer Success Function:
• Define and implement Customer Success methodologies, processes, and best practices.
• Establish customer lifecycle frameworks, success plans, and engagement models.
• Design and implement customer health scoring and success metrics.
• Build scalable processes for onboarding, adoption, and ongoing engagement.
• Collaborate cross-functionally to define ownership boundaries and workflows (Sales, Support, MDR, Product).
• Lay the foundation for a global Customer Success organization, including hiring plans and team structure.
• Over time, recruit, onboard, and lead a high-performing Customer Success team.

Main requirements:

Must:

• 5+ years of experience in Customer Success, Account Management, or similar customer-facing roles in SaaS or cybersecurity.
• Excellent management skills across technical and business audiences.
• Experience hiring and leading Customer Success or customer-facing teams.
• Proven experience working with enterprise customers and managing complex customer environments.
• Strong track record of driving customer adoption, retention, and expansion.
• Ability to operate both strategically and hands-on in a fast-paced, evolving environment.
• Excellent stakeholder management skills across technical and business audiences.
• Strong ownership mindset with the ability to work independently and build from scratch.
• Excellent written and verbal communication skills in English.
• Advantage:
• Experience building or significantly shaping Customer Success processes, methodologies, or teams.
• Experience in cybersecurity, MDR, SOC, or incident response environments.
• Experience in an early-stage or high-growth company building Customer Success from the ground up.
• Technical background or familiarity with cloud environments, data platforms, or security tools.
• Familiarity with Customer Success tools and frameworks (health scoring, QBRs, lifecycle management).