Cyberhaven
We protect important data other tools can’t see, from threats they can’t detect, across technologies they can’t control.
DLP • data protection • insider threat • data tracing • data lineage
51 - 200
Sr. Manager/Director, Customer Success
August 28
🏢 In-office - Bay Area
Cyberhaven
We protect important data other tools can’t see, from threats they can’t detect, across technologies they can’t control.
DLP • data protection • insider threat • data tracing • data lineage
51 - 200
Description
• Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of customer-centricity, collaboration, and continuous improvement. • Oversee the customer lifecycle, ensuring that customers are receiving maximum value from Cyberhaven’s products and services. • Drive customer retention, reduce churn, and identify opportunities for upselling and cross-selling within the customer base. • Develop and implement customer success processes, including onboarding, training, account management, and renewal strategies. • Track and analyze customer success metrics (e.g., NPS, renewal rates, customer health scores) to identify trends and areas for improvement, and report findings to senior leadership. • Act as the voice of the customer within the organization, ensuring customer feedback is heard and addressed by relevant teams, including product and engineering. • Work closely with sales, product, and support teams to ensure seamless handoffs and a consistent customer experience. • Contribute to the development of customer success strategies that align with the company’s overall business objectives. • Serve as the escalation point for customer issues, working to resolve challenges and ensure customer satisfaction.
Requirements
• 7+ years of experience in customer success, account management, or a related field, with at least 3 years in a leadership role, preferably at the Sr. Manager or Director level. • Deep understanding of customer success principles and best practices, with a passion for delivering exceptional customer experiences. • Proven ability to lead, mentor, and develop a high-performing team of Customer Success Managers. • Excellent verbal and written communication skills, with the ability to build relationships with customers and internal stakeholders. • Strong analytical skills with the ability to interpret data and drive decisions based on customer insights. • Excellent problem-solving abilities with a proactive and solution-oriented approach. • Ability to work effectively across departments and with various stakeholders. • Bachelor's degree in Business, Marketing, or a related field preferred.
Benefits
• Competitive start up salary and generous stock options • 100% paid health benefits for you and your family • Flexible time off • Potential fast-tracked career advancement opportunities • Experience building something from the ground up
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