Director of Customer Success, Claroty

• We’re growing and looking to hire a Director of Customer Success, who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity
• Proven Cybersecurity CS Leadership: Minimum 7 years of Director-level Customer Success experience exclusively within the cybersecurity software industry, with a demonstrable track record of exceeding retention and growth targets
• Strategic Customer Value Delivery: Proven ability to develop and execute customer success strategies that demonstrably increase customer lifetime value and drive significant ARR growth
• Tiered CSM Management Expertise: Extensive experience building and managing a tiered Customer Success Management model (high-touch and low-touch), with proven success in optimizing resource allocation and maximizing customer coverage
• Large Portfolio Management: Demonstrated experience managing a customer portfolio of at least 200 clients and $20M+ in Annual Recurring Revenue (ARR), with a focus on enterprise-level accounts
• Executive Communication & Technical Acumen: Exceptional communication and presentation skills, with the ability to articulate complex cybersecurity concepts to both technical and executive audiences
• Process Implementation & CS Platforms: Proven experience implementing scalable customer success processes and workflows, including proficiency with relevant CS platforms (e.g., Gainsight, Totango, etc.)
• Bachelor's Degree: Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Business)

Desirable

• As a growing organization and becoming an OT Cyber Security leader, Customer Success is vital to our long-term strategy
• Our Customer Success Managers are our customers’ trusted advisors who represent their needs and help them reach their goals while supporting sales and growth opportunities
• Managing more than a group of 10 Customer Success Managers
• 360 customers across the US
• Mentoring and Developing Talent, Inspiring and developing a high-performing customer success team that embodies our core values, creating leaders who are equipped to deliver excellence in every customer interaction
• Elevating Customer Experience building on our strong foundation of customer satisfaction to enhance and refine the customer journey, and deliver unparalleled value and engagement with our solutions
• Orchestrating customer journey towards desired business outcomes
• Plan, build and deliver repeatable playbooks and processes to build your CS team for scale
• Leverage subject matter expertise in the product and industry to guide customers toward successful product adoption
• Monitor customer health and usage, and proactively address challenges to ensure customers maximize the value of the product
• Act as the quarterback of the customer experience, orchestrating internal teams (e.g., Support, Product, Sales) to align efforts and deliver a seamless experience