Customer Success Lead- EMEA APAC

Customer Success, Israel
Description

Cyberbit Range is the world’s leading cyber-security training platform for cyber professionals with clients from Fortune 500, Universities, Governments, and Militaries globally. Cyberbit offers its Range either as a dedicated on-premises deployment or as a Cloud service.

Cyberbit is seeking an experienced, results-oriented, energetic, and highly motivated individual to lead our Customer Success Team for our EMEA and APAC accounts. The position reports to the company Chief Customer officer.

The Customer Success Team Lead is responsible for closely managing a team of CSM in building and maintaining strong relationships within their assigned accounts, ensuring high levels of customer satisfaction and recognition of ROI, and driving adoption and outcomes that lead to renewals, expansion, advocacy, and solution growth opportunities. The Team Lead will have their own block of accounts to manage as a CSM in addition to leading the EMEA and APAC CS team.

The CS team also serves as a liaison between the customer and the Cyberbit ecosystem, providing continuous feedback to Product Management, Engineering, Professional Services, and others.

The ideal candidate will be genuinely curious about customers’ business needs, have a strong cybersecurity background, both theoretical and technical, and prior experience in customer success management for SaaS products.

Responsibilities

  • Develop customer success processes, metrics, and playbooks for the Cyberbit Cloud product for non-NAM accounts
  • Drive retention and growth among our most valuable customers by understanding their business needs and meeting those needs with the Cyberbit platform – this requires close collaboration with Cyberbit team members in both Sales and Product to promote renewal and expansion opportunities
  • Understand and report on customer sentiment by communicating with customers, analyzing customer health metrics, executing NPS, and gathering feedback during regular calls and meetings.
  • Document, analyze and track interactions with customers to identify blockers and risks within the customer journey and communicating those risks to Product Management, Sales, and Executive Leadership
  • Lead new customers’ onboarding process, including configuration and user orientation via Train-the-Trainer course delivery, as well as post-go-live support
  • Drive customer adoption, develop learning paths for customers from beginner cyber courses to advanced incident response scenarios, according to customer goals
  • Gain technical proficiency with Cyberbit product, content, and use cases.
  • Be the customer's technical point of contact throughout the entire customer journey (implementation, adoption, proficiency, expansion, renewal) and represent the voice of the customer to provide input into the product, marketing, and sales process
  • Provide concise and transparent reporting to executive leadership regarding health of key accounts, ensuring that there is a proactive response to any churn risks.
Requirements
  • At least 5 years relevant work experience in a customer success, professional services, or account management role.
  • At least 3 years’ experience leading a CSM or a technical team.
  • Proven work experience at a cybersecurity SaaS organization.
  • Cybersecurity knowledge and familiarity with security operations, methodologies, and products - strong advantage
  • Strong technical and problem-solving skills.
  • Proven track record in delivering great value to customers.
  • Proactive, motivated, self-started, who can easily learn and understand new technology and concepts.
  • Exceptional communication skills, highly organized, collaborative and detail-oriented
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Results-driven mentality
  • Strong analytical skills, with the ability to translate data into insights.
  • Cyber training experience - a strong advantage
  • Familiarity with a startup environment – willingness to be flexible and ability to operate effectively within a dynamic and evolving environment.


Why You'll Love Working With Us

Cyberbit is a place for passionate innovators, builders and doers who are looking to take part in the development of a disruptive solution and keep our world safer from cyber-attacks, using the most advanced technologies and tools. We know that achieving a critical mission such as ours requires incredible talent, which is why you will be working alongside inspiring tech leaders who are all in for teamwork! As a team member, you can expect to make a difference through your work by helping us achieve our goal to ensure the world’s networks are secure. We support one another with kindness, near or far. We are committed to being attentive to the needs of our peers and colleagues by showing generosity with our time and knowledge.