Director of Customer Success, Cyera
NY Metro
+ Equity package
Cloud-native data security platform
Be an early applicant
Cloud-native data security platform
101-200 employees
Be an early applicant
+ Equity package
101-200 employees
Company mission
To empower security teams to enable innovation, securely.
Role
Who you are
- Associate's degree or equivalent experience required. Bachelor’s degree in Computer Science or similar experience a plus
- Demonstrated experience in leading and developing high-performing support teams, with a focus on fostering a collaborative, customer-centric culture and driving continuous improvement
- Proven track record of mentoring and coaching technical support staff, including goal-setting, performance management, and professional development, to enhance team capabilities and service levels
- Strong leadership skills with the ability to motivate and inspire teams, especially in fast-paced and dynamic environments, while ensuring accountability and adherence to service standards
- Exceptional team-building and interpersonal skills, with a focus on building trust, promoting open communication, and creating an inclusive environment that supports growth and engagement
- Strong project management skills, enabling you to effectively plan, organize, and execute multiple projects simultaneously while maintaining a strong attention to detail
- A self-starter who thrives in an ambiguous, fast-paced, and deadline-oriented startup environment
- A results-oriented mindset, with a proven track record of driving revenue growth, ensuring customer satisfaction, promoting feature adoption, and maximizing customer retention
- A self-motivated, proactive, and innovative team player who consistently strives to inspire customer loyalty
- Excellent interpersonal and customer relations skills, particularly when it comes to building and nurturing strategic relationships
- A clear and concise verbal and written communicator, capable of conveying complex information effectively
- Proficiency in leading both executive meetings and technical workshops, demonstrating confidence and expertise
- Ability to work autonomously, tackling even the most intricate challenges, and successfully completing tasks that may lack comprehensive documentation
What the job involves
- We are searching for a highly skilled Director of Customer Success to play a key role in leading and empowering our regional Customer Success teams
- This position offers an exciting chance to join a thriving organization and contribute to the forefront of data security, making a significant impact on the protection of data for numerous global enterprises
- As the Director of Customer Success, your primary duty is to execute and achieve the mission and objectives of the Customer Success organization
- You will lead, manage, and enable a regional team that plays a critical role in ensuring the enablement and operationalization of Cyera for our customers
- You will maintain ownership over one of three key focus areas: customer enablement, pre-sales enablement, and CSE technical enablement
- In addition, each director will partner with the regional Sales/SE, Solutions Architecture, and Product Management teams to improve customer-focused outcomes
- This position reports directly to the Head of Customer Success
- As part of this role, you can expect to travel between 50-75% annually, enabling you to engage directly with clients and enhance their overall experience
- As a Director of Customer Success, you will play a crucial role in ensuring customer satisfaction and success by:
- Advocating for and enabling the people in the customer success organization
- Functioning as a principal point of contact for guidance and escalations
- Participating in the interview process to identify exceptional candidates
- Leading from the front through active participation and mentoring by contributing to projects in a player-coach role
- Actively creating, measuring, and improving Objectives and Key Results of team’s activities and goals
- Ensuring customer satisfaction and retention by creating mutual success plans to drive further product adoption
- Organizing events for the Regional Customer Success team to ensure cohesion and collaboration
- Mentoring other team members, sharing your expertise and assisting in their professional development
- Building relationships with champions at strategic customers
- Standardizing and improving the customer onboarding experience to scale with the growth of the business
- Developing and maintaining comprehensive documentation and training materials for customer delivery
- Partnering with the product and technical writing teams to publish external facing content and guides
- Maintaining and improving the post-sales demo and drive demo qualification across every CSE
- Improving go-to-market content for operationalization outcomes and customer success
- Ensuring accurate central messaging of product capabilities across pre-sales, Product Management, and Customer Success teams
- Ensuring technical enablement of Subject Matter Experts by building and maintaining lab and test environments
- Planning, leading, and managing bug-a-thons
- Conducting and improving the Cyera deployment qualification
- Establishing and maintaining communications channels with the regional sales manager to ensure success in Quarterly Business Reviews, renewals, and to address customer dissatisfaction
- Standardizing, improving, and enforcing the pre-sales to post-sales handoff process
- Establishing a feedback loop with the regional sales team for continuous improvement of the sales cycle
- Participating in regional internal Quarterly Business Reviews
- Supporting the active process of identifying expansion opportunities and executing on them
- Monitoring and tracking renewal dates and account health in order to secure successful renewals
- Working with OCTO team to ensure engagement for atypical customer onboarding scenarios
- Prioritizing integrations based on customer needs
- Partnering with the OCTO team to improve product health tracking
- Identifying and reporting major trends and gaps in the product to ensure scalability of customer services
- Collaborating with Product Managers to ensure critical feature requests are tracked and prioritized
- Establishing a feedback loop to ensure continuous improvement of product aligned to customer expectations
- Collaborating with Research & Development to drive product supportability and ease of use
- Driving improvement of bug reporting and remediation process
- Providing R&D with meaningful feedback from the field to drive innovation aligned to meeting the practical needs of our customers
- Allocating CSE’s to participate in regional events and webinars
- Partnering with the sales and marketing teams to build regional customer user groups
- They will actively participate in projects aligned with their current skill set, seeking assistance primarily for more complex initiatives or issues
Our take
With the allure of agility and globalization, companies are shifting to the cloud in record numbers. But in an environment of worsening cyber-threat, data protection must shift with them. Cyera, founded in 2021 and emerged from stealth in 2022, responds to the lack of cloud-based, data-conscious security support for companies.
Previously, discovering and securing data in the cloud was written off for being tedious and challenging. Using advances in data science, Cyera has built a data reality platform which provides a complete picture across all cloud-based data repositories. It enables instant, automatic data reality, and is set to define how companies do cloud data security.
The quick and clear picture provided to security teams by Cyera’s platform has gained them rapid traction among Fortune 500 companies. Just ten months after formation, Cyera raised considerable funding led by Sequoia Capital, alongside Accel and Cyberstarts. The company raised a further $100M in June 2023 - led by Accel - this investment is pledged to continue improvements in the functionality of the platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Mar 2024
$300m
SERIES C
Jun 2023
$100m
SERIES B
Total funding: $460m
Company HQ
Shoreview, San Mateo, CA
Articles
Leadership
Yotam Segev
(CEO)Spent six months as Senior Director of Cyber Projects at KayHut. Former Head of Cyber Department with Israeli Military Intelligence - Unit 8200.
Tamar Bar-Ilan
(CTO)Spent nine months as Chief Architect at Lynxight. Former Head Of R&D Department with Israeli Military Intelligence - Unit 8200.
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