Cyberark-Software - Newton, MA
posted 4 months ago
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.