Director Customer Success - APJ
Director Customer Success - APJ
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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 CyberArks solutions fostering longterm 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:
Leadership & Strategy:
- 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 customercentricity.
- 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
Customer Engagement
- 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.
- CrossFunctional 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.
Growth & Innovation:
- Develop and drive systemic processes to identify opportunities for upselling and crossselling 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 subscriptionbased business sales model
- Strong analytical skills with a datadriven approach to decisionmaking and performance evaluation.
- Exceptional communication negotiation and relationshipbuilding skills.
- Ability to thrive in a fastpaced evolving environment and adapt to changing business needs.
- Independent and positive leader who can manage competing priorities in an organized manner
- Willingness to travel
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
