SR. MANAGER/DIRECTOR, CUSTOMER SUCCESS

About Cyberhaven :

Joining Cyberhaven offers a unique opportunity to be at the forefront of revolutionizing data protection through cutting-edge AI technology.

Cyberhaven is dedicated to overcoming the challenges faced by traditional data security products, ensuring robust protection of critical data against insider threats in a rapidly evolving work environment.

With a unique approach to data lineage, tracing data from its origin for better classification and protection, Cyberhaven combines the functionality of traditional data protection security tools into a single, more effective solution.

Position Overview :

We are seeking an experienced and driven Sr. Manager or Director of Customer Success Managers to lead our customer success team at Cyberhaven.

In this role, you will be responsible for ensuring that our customers achieve their desired outcomes while using our products.

You will lead a team of Customer Success Managers (CSMs) who are dedicated to fostering strong relationships with customers, driving product adoption, and ensuring long-term customer satisfaction and retention.

Key Responsibilities :

• Team Leadership : Lead, mentor, and develop a team of Customer Success Managers, fostering a culture of customer-centricity, collaboration, and continuous improvement.
• Customer Engagement : Oversee the customer lifecycle, ensuring that customers are receiving maximum value from Cyberhaven's products and services.
• Retention and Growth : Drive customer retention, reduce churn, and identify opportunities for upselling and cross-selling within the customer base.
• Process Development : Develop and implement customer success processes, including onboarding, training, account management, and renewal strategies.
• Metrics and Reporting : Track and analyze customer success metrics (e.g., NPS, renewal rates, customer health scores) to identify trends and areas for improvement, and report findings to senior leadership.
• Customer Advocacy : Act as the voice of the customer within the organization, ensuring customer feedback is heard and addressed by relevant teams, including product and engineering.
• Collaboration : Work closely with sales, product, and support teams to ensure seamless handoffs and a consistent customer experience.
• Strategic Planning : Contribute to the development of customer success strategies that align with the company's overall business objectives.
• Customer Escalations : Serve as the escalation point for customer issues, working to resolve challenges and ensure customer satisfaction.

Qualifications :

Experience : 7+ years of experience in customer success, account management, or a related field, with at least 3 years in a leadership role, preferably at the Sr.

Manager or Director level.

• Customer-Centric : Deep understanding of customer success principles and best practices, with a passion for delivering exceptional customer experiences.
• Leadership : Proven ability to lead, mentor, and develop a high-performing team of Customer Success Managers.
• Communication : Excellent verbal and written communication skills, with the ability to build relationships with customers and internal stakeholders.
• Analytical Skills : Strong analytical skills with the ability to interpret data and drive decisions based on customer insights.
• Problem-Solving : Excellent problem-solving abilities with a proactive and solution-oriented approach.
• Collaboration : Ability to work effectively across departments and with various stakeholders.
• Education : Bachelor's degree in Business, Marketing, or a related field preferred.

What you can count on :

• Competitive start up salary and generous stock options
• 100% paid health benefits for you and your family
• Flexible time off
• Potential fast-tracked career advancement opportunities
• Experience building something from the ground up

At Cyberhaven, we want to attract and retain the best employees, and compensate them in a way that appropriately and fairly values their individual contribution to the company.

With that in mind, we carefully consider a number of factors to determine the appropriate starting pay for an employee, including their primary work location and an assessment of a candidate's skills and experience, as well as market demands and internal parity.

The estimated base salary for this role is $150,000 to $200,000. This estimate can vary based on the factors described above, so the actual starting annual base salary may be above or below this range.

This estimate is also just one component of Cyberhaven's total rewards package.

Cyberhaven is the AI-powered data security company revolutionizing how companies detect and stop the most critical insider threats to their most important data.

We've raised over $140M from leading Silicon Valley investors like Khosla and Redpoint. Cyberhaven is also backed by founders, executives, and security leaders who have built transformational technologies at Crowdstrike, Nutanix, Palo Alto Networks, Meta, Google, Slack, and others.

Our company values are :

• Think Deeply and Use Sound Reasoning
• Step Up and Take Ownership
• Continuously Learn and Grow
• Obsess About Customers
• Enjoy the Journey
• Reach for Ambitious Goals

Cyberhaven is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.