Director of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide and cultivate the US Customer Success team through daily mentorship, prioritization, and support.

• Act as the primary Customer Success representative during US business hours for customer inquiries, escalations, and cross-functional collaboration.

• Manage several key enterprise customers, fostering relationships with technical stakeholders up to executive and CISO levels.

• Monitor customer health, risks, objectives, adoption, and critical activities; report on status, trends, and areas needing attention.

• Identify customers at risk, formulate recovery strategies, and enhance overall customer health.

• Oversee and assist with customer escalations, ensuring clear ownership, communication, actionable plans, and follow-through.

• Guarantee the consistent application of Customer Success processes across onboarding, adoption, ongoing engagement, executive reviews, renewals, and risk management.

• Assess processes, pinpoint gaps, and implement scalable Customer Success methodologies.

• Ensure accurate documentation of customer knowledge, decisions, risks, action items, and account status.

• Collaborate with US Sales on customer status, renewals, expansion opportunities, risks, and strategic account initiatives.

• Work together with Product, Support, R&D, and other teams to advocate for customer needs and resolve issues.

• Enhance the team’s technical and product proficiency so Customer Success Managers can assist customers with IONIX operationalization, integrations, workflows, and security best practices.

• Initially engage in hands-on Customer Success Manager responsibilities, gradually transitioning to team leadership and operational duties while retaining key strategic customer oversight.

⛳️ Requirements

• Over 7 years of experience in technical customer-facing roles, including substantial experience in Customer Success with enterprise clients.

• Prior experience in people management or team leadership, with a proven ability to coach, develop, and hold team members accountable.

• Hands-on experience in a technical capacity such as Solutions Engineering, Sales Engineering, Technical Support, Security Engineering, or similar before transitioning to Customer Success.

• Experience with a cybersecurity vendor and a strong grasp of security organizations, stakeholders, and workflows.

• Proven track record of managing large, complex enterprise customers, including relationships at both technical and executive levels.

• Strong technical knowledge of TCP/IP, DNS, HTTP, HTML, PKI, web applications, and cloud environments.

• In-depth understanding of web security concepts, vulnerabilities, and security technologies.

• Demonstrated ability to handle customer escalations, recognize account risks, and drive structured recovery plans.

• Strong operational and process-oriented mindset, with experience in building, enhancing, and enforcing scalable processes throughout a team.

• Exceptional organizational skills and attention to detail regarding documentation, customer status, commitments, and follow-through.

• Ability to articulate technical topics into clear business outcomes and communicate effectively with audiences ranging from security practitioners to CISOs.

• Strong cross-functional skills and experience in closely partnering with Sales, Product, Support, and Engineering teams.

• Experience in a startup environment is essential, ideally in a role with responsibilities that extend beyond a narrowly defined scope.

• Capability to operate independently and make decisions during US hours while ensuring strong alignment with leadership in Israel.

🏝️ Benefits

• Remote work arrangement.

• Full-time employment.