Director of Customer Success – Federal

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

📋 Description

• Act as both a player and coach while directly managing a small team and providing support to customers.

• Champion and facilitate the objectives of the Customer Success organization.

• Serve as the main point of contact for advice and escalations.

• Engage in the recruitment process to identify and interview outstanding candidates.

• Lead through active involvement, mentoring, and contributing to projects.

• Function as the primary technical authority on the Cyera Platform.

• Build trusted relationships with customers, ranging from practitioners to executives.

• Enhance customer adoption through effective onboarding and training.

• Comprehend customer needs, challenges, and desired results, designing tailored use cases accordingly.

• Foster ongoing platform adoption, deliver customer value, and ensure a strong return on investment.

• Lead continuous customer engagement and growth initiatives.

• Identify and address barriers to customer success in collaboration with colleagues.

• Represent customer feedback and shape the product roadmap and development processes.

• Provide customer education through self-paced training materials.

• Diagnose and resolve technical issues impacting customers.

• Monitor and report on customer health, usage metrics, and overall satisfaction.

• Develop collaborative success plans with customers.

• Document and disseminate best practices for both internal and external stakeholders.

• Mentor team members and assist in their professional growth.

• Conduct Quarterly Business Reviews.

• Make a positive impact on Cyera’s Customer Success Organization, team members, and customers as a senior technical leader and manager.

⛳️ Requirements

• An associate degree or equivalent experience is required.

• A bachelor's degree in Computer Science or related experience is a plus.

• Strong skills in project management.

• Ability to plan, organize, and execute multiple projects simultaneously with a keen eye for detail.

• Self-motivated and capable of thriving in a fast-paced, deadline-driven startup environment.

• Proven track record of driving revenue growth, customer satisfaction, feature adoption, and retention.

• Previous experience working alongside Development teams.

• Proficiency in SQL.

• Knowledge of scripting languages such as Python or their equivalents.

• Hands-on experience with cloud environments.

• Over 3 years of practical experience with data and cloud technologies, including databases, cloud infrastructure, and basic administration.

• Understanding of cloud networking, data and compute assets, IAM, and permissions.

• Experience with programming or scripting languages.

• Familiarity with APIs and web services.

• Demonstrated expertise in DLP, Data Privacy/Protection, DSPM/CSPM, SIEM, or vulnerability management.

• Prior experience in a technical, customer-facing role within a software company.

• Proven ability to manage customer relationships, including onboarding, renewals, and expansions.

• Self-driven, proactive, and innovative team player.

• Excellent interpersonal and customer relations skills.

• Clear and concise verbal and written communication abilities.

• Proficient in leading executive meetings and technical workshops.

• Ability to work independently and tackle complex challenges with limited documentation.

• Willingness to engage in projects that align with current skills and seek help for more intricate initiatives.

🏝️ Benefits

• Opportunity to work remotely.

• Reimbursement for office setup expenses.

• Unlimited Paid Time Off (PTO).

• Paid holidays and sick leave.

• Health, vision, and dental insurance coverage.

• Life insurance and short- and long-term disability insurance.

• Potential for merit-based increases depending on individual or company performance, tenure in role, and other discretionary factors.