Vice President of Customer Success
Job Description
- As VP of Customer Success, you'll lead and scale our global CS organization across Strategic, Enterprise, Commercial, and Digital Touch segments, with a track record of driving revenue growth while protecting and improving NRR
- You'll own adoption, renewal, and expansion, partnering closely with Customer Solutions, Sales, Product, Engineering, Support, and Marketing to ensure customers realize measurable value from our platform
- Lead and scale a global Customer Success organization spanning Strategic, Enterprise, Commercial, and Digital Touch segments, with the right coverage model and team structure for each
- Own retention and expansion outcomes, driving industry-leading NRR through proactive account management, risk mitigation, and expansion motions
- Partner with Sales leadership on account planning, renewals, and expansion strategy to drive predictable, scalable revenue growth
- Deliver a scalable Customer Success model (segmentation, playbooks, health scoring, QBRs, escalation paths) that works across a global, multi-region customer base
- Serve as an executive sponsor for top strategic accounts, building trusted relationships with customer executives and champions
- Collaborate cross-functionally with Product, Engineering, Support, Sales, and Marketing to close the loop on customer feedback, drive product adoption, and inform roadmap priorities
- Build and mentor a high-performing, people-first leadership team; recruit, develop, and retain top CS talent globally
- Track and report on key CS metrics (NRR, GRR, churn, expansion, adoption, CSAT/NPS, health scores) to executive leadership
- Champion a customer-centric culture across the company, ensuring the voice of the customer influences strategy at every level
- Silverfort Care & Wellness: Employees' wellbeing matters, which is why we reimburse up to $100 USD monthly for personal care and wellness
- Stock Options Plan: All permanent employees receive stock options since they are fundamental to our success
- Personal Development Sessions: Learn new skills and tools with our quarterly workshops and personalized development programs
- Quarterly Recharge Days: In addition to your annual leave, we have quarterly recharge days so our entire team can enjoy a long weekend
- Volunteering initiatives: We believe in giving back, and offer paid leave to volunteer for a cause or charity of your choice
- Company events: We host the best parties, QBRs, SKOs and more. Check out our photos to see some of the fun we've had together over the years
- Experience operating in a global, multi-region organization, with cultural fluency and experience managing distributed teams
- Proven experience supporting both SaaS and on-premise/hybrid deployment models
- Experience in the security/cybersecurity industry strongly preferred
- A track record of leading a CS organization responsible for $100M+ in revenue, with direct, specific experience helping scale that business while maintaining industry-leading NRR (able to speak concretely to the strategies, systems, and team changes that drove that outcome)
- Deep fluency in CS operating metrics and systems (NRR/GRR, churn, health scoring, CS platforms such as Gainsight/ChurnZero/Planhat, CRM tools)
- 10+ years in Customer Success, Account Management, or related revenue leadership roles, with 5+ years leading global CS organizations at scale
- Strong cross-functional collaboration skills; a track record of effectively partnering with Sales, Product, Engineering, and Marketing leaders as true peers
- Excellent executive presence; comfortable engaging with C-level customers
- A genuine people-first leadership style - someone who invests in developing managers and ICs, builds trust across a global team, and leads with empathy alongside accountability
- Demonstrated experience managing a multi-segment coverage model - Strategic, Enterprise, Commercial, and Digital Touch/Tech Touch customers - with tailored strategies for each
- Experience in identity security, cloud security, or adjacent infrastructure security categories
- Experience through a hyper-growth stage
- Success with land and expand sales motion
