Senior Director of Customer Success

At JFrog, we're reinventing DevOps to help the world's greatest companies innovate - and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit, and all-around great people. Here, if you're willing to do more, your career can take off. And since software plays a central role in everyone's lives, you'll be part of an important mission. Thousands of customers, including most of the Fortune 100, trust JFrog to manage, accelerate, and secure their software delivery from code to production - a concept we call "liquid software." Wouldn't it be amazing if you could join us in our journey?

We are seeking an accomplished and strategic Senior Director of EMEA Customer Success to lead and expand our Customer Success organization across the EMEA region. In this pivotal role, you will be responsible for overseeing multiple Customer Success teams, including managers and individual contributors (Technical Success Managers), driving a culture of customer success, and ensuring the highest level of customer satisfaction and retention. You will collaborate extensively with global Support teams, Product Management, R&D, Sales, and Marketing to align customer success initiatives with overall business objectives.

As a Senior Director of EMEA Customer Success in JFrog, you will...
Lead, staff, and strategically grow the EMEA Customer Success organization, encompassing multiple teams and locations across EMEA
Provide executive leadership and strategic direction to Customer Success Managers and Technical Success Managers, fostering a high-performance culture and ensuring operational excellence across all EMEA teams
Provide leadership through coaching, feedback, development goals, and performance management
Mentor managers and team members with regards to the customer journey and driving customer happiness and help the team adopt and establish value in the JFrog products and platform
Work with the internal teams like Account teams, Product, Solution Engineering, Training, and external customer stakeholders to formulate/maintain a Success Plan outlining how JFrog addresses their immediate and future needs (with success metrics)
Refine and implement the methods, procedures, tools, and policies to ensure high-quality service is delivered to customers
Well-versed in using case management systems and CRM's (e.g., SFDC / JIRA) and strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer's investment
Maintain a deep understanding of our product and roadmap, so you can guide customers to success so you can help drive up their Adoption Score, and ensure a high level of technical knowledge is maintained within the Customer Success Team
Establish and manage communication channels within and among departments. Act as the liaison to provide customer feedback to the Senior Management Team
Work with your team to schedule, prepare, and deliver Business Reviews for customers, with the top priority of proving ROI that leads to renewals, expansion, and adoption
Own and drive customer adoption and usage for the JFrog customers and help your team Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth
Understand the customer's industry trends, business challenges with the JFrog platform, and current and potential use cases for JFrog customers and develop and nurture JFrog champions within your customer's organization who advocate for the platform based on their positive experience
Engage customers' senior decision makers to understand their evolving strategy and shaping Success Planning informed by these goals, and serve as the 'voice of the customer' and provide internal feedback on how we can better serve them to maximize customer value and retention
Partner with the JFrog Account Team (Account Executives, Sales Engineers, Support Engineers, etc.) to ensure that customers renew and expand usage and monitor customer user trends and health to recommend to internal teams risk mitigation actions (Product, Support, Services, etc.)
To be a Senior Director of Customer Success in JFrog you need...
Excellent management and leadership and able to gain the respect of a high-performing Customer Success team
10+ years of experience with Customer Success Managers and Technical Account Managers for an Enterprise software company
At least 4 years in directly managing a technical team - hiring, performance issues, team motivation, attrition management, mentoring, career progressions, etc
At least 2 years of managing customer success team managers
Experience with supporting products with impact on business/productivity
Experience with supporting international enterprise customers
Excellent analytical and problem-solving skills
Customer orientation and excellent interpersonal skills
Excellent English verbal and written communication skills