Director of Customer Success - NAM

Cymulate - Boston, MA

Full-time - Senior

Boston, MA

About the position

The Director of Customer Success at Cymulate is responsible for leading the Customer Success function, defining and implementing strategic visions that drive measurable business outcomes. This role involves managing a high-performing team, advocating for customer needs, and collaborating with various stakeholders to enhance customer engagement and satisfaction in the cybersecurity domain.

Responsibilities

• Collaborate closely with CS leadership to define and implement the strategic vision for the Customer Success function.
• Lead, recruit, and develop a high-performing Customer Success team, fostering a culture of excellence and accountability.
• Design and execute a plan to drive measurable business outcomes, managing the team towards key performance indicators such as customer engagement, feature adoption, GRR, NRR, NPS, and contract length.
• Serve as the voice of the customer internally, advocating for customer needs with Product Management and other key stakeholders to influence product roadmaps and improvements.
• Develop and execute upsell and expansion strategies that align with company growth targets, collaborating closely with Sales and CS leadership to identify opportunities for additional value delivery.
• Continuously refine and share best practices within the team, driving process improvement and operational excellence across the entire Customer Success function.
• Lead Quarterly Business Reviews, analyzing client trends, identifying areas of improvement, and presenting insights to senior leadership to inform decision-making and strategic planning.

Requirements

• 5+ years of leadership experience managing Customer Success teams, preferably in the cybersecurity space, with a proven track record of driving client retention and expansion.
• A strong background in managing enterprise-level accounts, with the ability to clearly articulate the value proposition of Cymulate and demonstrate a clear understanding of offensive cybersecurity solutions.
• Operational excellence in a Customer Success leadership role, with strengths in analytical thinking, process development, problem-solving, communication, delegation, and strategic planning.
• Demonstrated leadership presence, with exceptional communication and interpersonal skills that inspire teams and influence cross-functional stakeholders.
• Proven experience building strong relationships with internal functional leaders and securing buy-in for key customer initiatives, ensuring alignment between CS and broader company goals.
• Ability to break down complex, ambiguous challenges into clear, actionable steps, with a focus on delivering optimal solutions and driving business outcomes.