Director, Customer Success

About CyberArk :
CyberArk (NASDAQ: CYBR ), is the global leader in Identity Security . Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk , visit our CyberArk blogs or follow us on Twitter , LinkedIn or Facebook .
Job Description
CyberArk is seeking a results driven and collaborative Customer Success leader to lead the Customer Success team in Asia Pacific and Japan. You will be driving our customer engagement and success initiatives as a strong and hands on leader who embody the culture and values of CyberArk. You will lead a diverse team based out in various locations in APJ, who are responsible for ensuring our customers realize the full value of CyberArk’s solutions, fostering long-term relationships and maximizing customer satisfaction, retention, and growth. You will report to the Global Customer Success VP and part of APJ leadership team, where cross functional collaboration with the wider GTM is key to success.
Responsibilities:
Lead and execute against the CS strategy while working closely with the Global VP of CS
Lead, mentor, and inspire a diverse team of customer success professionals, promoting a culture of excellence and customer-centricity.
Contribute as a member of the CS leadership team globally in the development and execution of the CS strategy and be the voice of APJ
Build and maintain strong relationships with key customers, ensuring their needs are met and expectations exceeded.
Champion customer feedback and insights to drive product enhancements and service improvements.
Cross-Functional Collaboration:
Collaborate with Sales, Product Management, and Marketing teams to ensure a seamless customer experience and drive customer success initiatives.
Act as the voice of the customer within CyberArk, advocating for their needs and priorities.
Performance Metrics:
Manage key performance indicators (KPIs) across APJ and Global leadership relating to customer success, satisfaction, retention and expansion.
Regularly report on customer success metrics and initiatives to the executive team, highlighting successes and areas for improvement.
Develop and drive systemic processes to identify opportunities for upselling and cross-selling CyberArk solutions based on customer insights and business needs.
Stay informed on industry trends and best practices in identity security to continuously innovate and enhance the customer success approach.
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Qualifications
10+ years of experience in customer success, or related roles, with at least 5 years in a leadership capacity
Strong leadership capabilities with experience leading diverse teams across APJ
Proven experience in the cybersecurity or identity management space, with a deep understanding of customer needs and challenges
Knowledge of a subscription-based business sales model
Strong analytical skills with a data-driven approach to decision-making and performance evaluation.
Exceptional communication, negotiation, and relationship-building skills.
Ability to thrive in a fast-paced, evolving environment and adapt to changing business needs.
Independent and positive leader who can manage competing priorities in an organized manner
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