We are looking for a VP of Customer Success & Delivery to lead our global customer-facing organization, wearing two complementary hats: Customer Success and Service Delivery. Serving as a member of the Leadership Team, you will own the entire customer journey - driving customer value, satisfaction, retention, and growth, while ensuring flawless delivery of our Professional Services and Customer Success management.
On the Customer Success side, you will shape and execute the companys customer success vision, aligning business outcomes with our cutting-edge cybersecurity products and building long-term relationships that deliver measurable business impact for enterprise and Fortune 500 customers. On the Delivery side, you will lead global product installations and deployments, oversee professional services and technical account activities, and ensure excellent, timely service delivery across the team.
This role is both strategic and hands-on. It is ideal for a proven leader with strong cybersecurity domain expertise, experience building and managing global technical and customer-facing teams, and a passion for execution, quality, and customer value. The ability to work independently in a fast-paced environment is vitally important. You will be accountable for excellent service delivery, customer success, and professional service activities, and for managing the day-to-day operations of the team including driving customer goals, product engagement, research, and ongoing projects.
What Youll Do
Own the end-to-end customer journey across Customer Success and Professional Services, partnering with Sales on pre-sales technical activities, ensuring customers achieve maximum value from our company solutions.
Lead, recruit, and manage a world-class, global customer-facing team with strong technical capabilities.
Design and implement a Customer Success culture focused on execution, quality, mentorship, and open feedback.
Drive customer satisfaction, retention, and growth by aligning business outcomes with our products.
Lead global design, installation, and deployment of the product across customer environments.
Share best subject matter practice methodology with customers and partners to drive their success and ours.
Define and lead research assignments, complex technical projects, and team KPIs.
Oversee support case management to ensure tickets are completed successfully, accurately, in a timely manner, and to the customers satisfaction.
Ensure excellent product understanding and subject-matter knowledge throughout the team.
Partner closely with the Sales team on expansion, renewals, and technical wins, and collaborate with cross-functional teams as a leader.
Requirements: 5+ years of proven leadership managing Professional Services / Customer Success / Pre and Post-Sales / Operations teams, with a demonstrated ability to efficiently manage complex technical projects connected to service delivery while thriving under pressure and maintaining a can-do, positive approach.
Proven experience building and managing global, customer-facing technical teams in a B2B environment. Must include international experience working with US and EU customers.
2+ years of hands-on in-depth technical experience and a good technical understanding of network topologies, protocols, or other areas of cybersecurity.
Proven track record of consistently delivering high-impact value to customers.
Service oriented, with very strong interpersonal and communication skills.
Willingness to travel internationally from time to time to customers and team locations.
Excellent written and spoken English.
Experience working with BFSI (banking, financial services, and insurance) customers.
Experience working with Fortune 500 and large enterprise customers - an advantage.
Bachelors degree in engineering, computer science, or a related field - an advantage.
This position is open to all candidates.