Director, Customer Success PMO
Director, Customer Success PMO
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Job Description
We are seeking an experienced and strategic Customer Success PMO Director to lead the planning execution and governance of high-impact cross-functional programs and corporate initiatives within the Customer Success (CS) organization. This role will play a critical part in driving program delivery excellence aligning initiatives to positive customer outcomes and embedding consistent delivery management practices across the CS organization.
The ideal candidate brings deep PMO leadership experience from within multi-billion-dollar software companies has a strong track record of program governance and thrives in a matrixed customer-facing environment. This role will partner closely with leaders across Services Support Security and Field teams to build the infrastructure templates and delivery blueprints that enable scalable high-quality execution.
Key Responsibilities
- PMO Leadership: Establish and lead a Customer Success PMO function that governs and oversees strategic programs delivery initiatives and field execution.
- Cross-Functional Program Execution: Drive corporate initiatives that span multiple functions (e.g. Security Services Support Shield Services Customer Success Renewals) ensuring alignment communication and timely delivery.
- Delivery Standards & Best Practices: Define and implement standardized delivery management methodologies templates and playbooks for use across the CS organization.
- Customer Outcome Delivery Alignment: Ensure all programs and delivery motions are aligned with key customer success metrics (e.g. onboarding effectiveness adoption retention satisfaction).
- Governance & Reporting: Create dashboards and cadences to monitor execution manage risk track dependencies and report progress to executive stakeholders.
- Blueprint Creation: Build repeatable delivery blueprints and frameworks that enable CS teams to scale services efficiently and consistently across regions and segments.
- Field Collaboration: Partner with the CS Security Services and field teams to optimize delivery engagement models ensuring security-focused services are delivered with consistency and excellence.
- Change Leadership: Act as a change agent driving continuous improvement and promoting a culture of operational excellence customer centricity and accountability.
- Team & Stakeholder Management: Lead cross-functional program teams; collaborate with Product Engineering Sales Legal and other corporate functions to achieve joint outcomes.
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Qualifications :
- 15 years of program/project management/PMO experience with at least 10 years in Customer Success roles
- Proven success managing cross-functional programs in a multi-billion-dollar enterprise software company
- Deep understanding of Customer Success Professional Services Support and/or Security delivery operations
- Strong background in delivery frameworks (Agile PMP ITIL etc.) and ability to tailor to CS use cases
- Demonstrated success in building program infrastructure governance models and scalable practices from the ground up
- Experience in aligning program execution to customer lifecycle milestones and customer outcomes
- Experience with Success Paths to drive customer capabilities
- Experience with Partner Success motions
- Highly organized with exceptional stakeholder management executive communication and change management skills
- Proficient in tools such as Certinia Asana Salesforce Gainsight or similar
Preferred Qualifications
- Experience with customer-facing services or field delivery programs
- Familiarity with CS metrics such as NRR CSAT time-to-value or adoption KPIs
- Background in SaaS cloud or cybersecurity companies is a plus
Additional Information :
CyberArk is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion creed sex sexual orientation gender identity national origin disability or protected Veteran status.
We are unable to sponsor or take over sponsorship of employment Visa at this time.
The salary range for this position is $153000 $225000/year plus commissions or discretionary bonus which will be based on the employees performance. Base pay may also vary considerably depending on job-related knowledge skills and experience. The compensation package includes a wide range of medical dental vision financial and other benefits.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
