Sr. Director, Field Operations - Customer Success

Cyberark-Software - Newton, MA

Full-time - Senior

Newton, MA

Professional, Scientific, and Technical Services

About the position

The Sr. Director of Field Operations - Customer Success is a pivotal role at CyberArk, aimed at driving the next phase of growth within the organization. This position requires a strategic partnership with the Chief Customer Officer, focusing on all aspects of customer operations, including planning, forecasting, organizational design, KPI design, segmentation, process design and improvement, and establishing an effective operating rhythm throughout the customer journey. The primary responsibility of this role is to ensure operational excellence, guaranteeing that customers receive the highest level of service throughout their engagement with CyberArk. In this role, you will concentrate on optimizing the adoption, renewal, and expansion stages of the customer journey, ensuring that the Customer Success team collaborates effectively with Sales, Marketing, and other departments. Reporting directly to the VP of Global Revenue Operations, you will work closely with various stakeholders, including the Chief Customer Officer, VP of Customer Success, VP of Renewals, VP of Services, and VP of CS Strategy, as well as teams across Finance, IT, Legal, and HR. Your responsibilities will include developing and implementing strategies for customer success, renewals, and services, which encompass operationalizing outcomes, designing coverage models, account tiering, and managing intersection points and handoffs in the customer journey. You will also establish reporting and analytics for key post-sale KPIs, such as adoption metrics, implementation and onboarding success, renewal rates, and churn analysis. Facilitating the Customer Success operating rhythm, including annual planning, forecasting, and business reviews in collaboration with Finance and Revenue Operations, will be essential. Additionally, you will manage a margin-based services P&L, focusing on profitability, and create cross-functional initiatives and processes to enhance customer engagement and satisfaction.

Responsibilities

• Partner with the Chief Customer Officer to develop and implement strategies for customer success, renewals, and services.
• Operationalize outcomes, design coverage models, and manage account tiering as part of the customer journey.
• Establish reporting and analytics for key post-sale KPIs such as adoption metrics, implementation and onboarding success, renewal rates, and churn analysis.
• Facilitate the Customer Success operating rhythm, including annual planning, forecasting, and business reviews in partnership with Finance and Revenue Operations.
• Manage a margin-based services P&L with a focus on driving profitability.
• Create and implement cross-functional initiatives and processes such as outcome design and operationalization, value management processes, and customer reference programs.
• Partner with IT to select, design, and implement new tools such as customer success platforms and customer reference platforms.
• Collaborate with HR, Finance, Legal, and other teams to address issues, build plans, and deliver programs.
• Work with the Finance team on compensation plan designs and updates.

Requirements

• 12+ years of experience in operational roles relating to Customer Success, Renewal Sales, and/or Professional Services.
• Broad functional understanding of Customer Success operations in a high-growth business-to-business technology environment.
• Ability to structure and execute complex analyses and synthesize them into clear, actionable insights with business impact.
• Familiarity with SFDC and Customer Success Automation platforms such as Gainsight, as well as Business Intelligence and Data visualization tools (e.g., Tableau).
• Excellent verbal and written communication skills, including presentation skills to all levels within the organization.
• Experience managing senior stakeholders within the organization.
• Strong project management skills and a drive for ownership and results.
• Ability to multi-task and work in a dynamic, fast-changing entrepreneurial environment.
• A smart, bold but humble attitude to work collaboratively with CyberArkers across the organization.