Cybeats
Head of Customer Success

Cybeats is looking for an experienced leader to take on the Head of Customer Success role and join our growing team. This role will build and lead our Customer Success team and best practices and ensure our customers generate value from our products. With our rapid growth, this position is critical for our future success.  

The ideal candidate will have experience building teams and comfortable with mentoring others, has a solid experience in setting up CS systems, processes and procedures, and understands and has experience in a fast-paced startup environment. If this sounds like an exciting opportunity then we would like to hear from you.

Responsibilities

  • Build the Customer Success function from the ground up and set the vision and strategy for the team

  • Focusing on driving growth through gross and net retention improvements 

  • Drive customer outcomes, product adoption, and customer experience

  • Define and optimize customer lifecycle by creating and driving programs and initiatives to improve engagement based on customer segmentation

  • Lead a culture of continuous improvement while working closely with the sales management and other key teams on forecasting, coverage plans, and account opportunities

  • Expand our revenue through new sales and up-sell opportunities 

  • Be a thought leader to influence future lifetime value through higher product adoption and customer satisfaction

  • Develop solutions to escalated client issues with speed and urgency

Requirements

  • 5+ years of demonstrated progressive management experience leading teams preferably in cyber security space

  • Demonstrated progressive experience leading a customer success, account management, or sales teams. Professional services experience is an asset.

  • Proven experience leading developing strategy, driving new and expansion sales, and driving software adoption

  • Solid experience with establishing customer success best practices

  • Proven ability to develop strategies, translate them into initiatives and track successful delivery

  • Demonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planning

  • Flexible and agile approach in responding to evolving business priorities and working with ambiguity

  • Able to collaborate across various functions and with internal and external stakeholders

  • Experience working with senior (C-level) executives

  • Strong verbal and written communication skills

  • Can-do attitude

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cybeats is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

We will only review applications submitted though the form on our Careers page.