Cerby

Compensation

Full Description

About the role We are seeking a Director or Senior Director of Customer Success to lead and scale our customer success function, drive measurable customer outcomes, and strengthen retention and expansion across our portfolio. This person will be both a strategic, customer-facing executive and a hands-on leader, ensuring high-value delivery for our most important customers while building a world-class team and operational foundation. What you'll do Drive Customer Value, Retention, and Revenue Growth Own the end-to-end customer journey for enterprise and strategic accounts—from onboarding through value realization, renewal, and expansion. Serve as executive sponsor for key accounts, building trusted advisor relationships with customer leadership to reinforce value, address risks, and identify growth opportunities. Lead by example in high-impact moments, including strategic onboarding, QBRs/EBRs, renewal negotiations, and complex escalations. Lead, Scale, and Develop the Customer Success Organization Build and lead a high-performing CS team through coaching, career development, and effective performance management. Establish a customer-centric culture focused on value delivery, operational excellence, and measurable success. Create and Execute Scalable CS Strategy Define and implement customer success strategies that drive product adoption, customer maturity, operational security, and long-term retention. Partner cross-functionally with Product, Sales, and Marketing to bring the voice of the customer into product roadmaps, onboarding programs, and go-to-market initiatives. Own the development and refinement of CS playbooks, processes, and tooling to scale efficiently across the customer lifecycle. Own and Improve Key Customer Success Metrics Define, track, and report on the KPIs that demonstrate the impact of Customer Success, including (but not limited to): Net Revenue Retention (NRR) Gross Revenue Retention (GRR) Logo retention / churn rate Customer Health Scores Product adoption and engagement metrics (e.g., time-to-value, activation rates, feature adoption) Renewal rate and expansion pipeline CSAT / NPS Time-to-first-value and onboarding completion rates Use these metrics to drive decision-making, forecast risks, prioritize resources, and continuously improve both customer experience and team performance. Qualifications 8–12 years of experience in Customer Success, Account Management, or related customer-facing leadership roles, with 3–5+ years managing teams. Proven track record achieving (and improving) retention, NRR, and expansion targets at a SaaS company. Demonstrated ability to navigate and influence senior stakeholders—including CIO, CISO, and VP-level executives. Comfortable operating in both strategic and hands-on capacities, with a bias toward action and ownership. Experience designing, implementing, and scaling CS processes, operating cadences, and KPI frameworks. Strong analytical skills with the ability to interpret data, develop insights, and translate findings into operational improvements. Highly skilled in cross-functional collaboration and influencing without direct authority. Experience in cybersecurity, SaaS, Identity and Access Management (IAM), or related security domains is a strong plus.