Director of Customer Success at Varonis Systems
Morrisville, NC, US

The Director of Customer Success works with Varonis clients to drive retention, renewals, customer satisfaction, and growth. This is a high-profile customer-facing role requiring outstanding relationship management skills and technical acumen.

In this role, you will lead a team of first-line managers, Customer Success Managers (CSMs) and Customer Success Reps (CSRs) supporting subscription customers in North America. You will continue to develop and execute strategies and tactics to enable customers to achieve the business outcomes they planned to receive from Varonis products. You will work closely with your managers to ensure they develop their teams, manage day to day workloads and create strategies to optimize productivity of the team while delivering value to our customers. You will also collaborate with other leaders within the Services organization, Sales and Renewals teams, Support team, and our Product teams to ensure our customers are successful. You will be responsible for achieving the objectives of the team, reporting, internal and external stakeholder reviews, continuous improvement of results, ensuring support and alignment across the Varonis leadership team.

 
Responsibilities
 

  • Continue to develop and evangelize a vision for the overall Customer Success mission in North America on an operational and strategic level
  • Recruit, hire, train, manage and coach CSMs and CSRs
  • Develop relationships with Sales leadership; ensure awareness of CS activities and drive collaboration between Sales and CS toward account team goals
  • Perform ongoing analysis of customer lifecycle and take the necessary measures to increase engagement and consequent impact throughout
  • Apply understanding of internal tools for documentation and reporting requirements; run standard reports and review them regularly

 

 

 

Experience

  • 10+ years of customer facing experience in services roles, at least 5 years as a manager
  • Prior experience in customer success and retention roles
  • Broad management and leadership knowledge to lead multiple job areas
  • Experience managing large teams, including 1st line managers
  • Willingness to travel in NAM
  • Strong operational background with proven ability to define and leverage business metrics to manage team goals. Track record of delivering results above expectations
  • Creative leader with the ability to develop, articulate and execute a vision that is aligned with both company and team strategies and to inspire, motivate and manage diverse teams
  • Excellent executive level communication and presentation skills
  • Prior experience in a software delivery is a must, experience in the security space is a plus