About the position
We're growing and looking to hire a Director of Customer Success, who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity. As a growing organization and becoming an OT Cyber Security leader, Customer Success is vital to our long-term strategy. Our Customer Success Managers are our customers' trusted advisors who represent their needs and help them reach their goals while supporting sales and growth opportunities. Claroty is on a mission to secure cyber-physical systems across industrial, healthcare, commercial and public sector environments: the Extended Internet of Things (XIoT). The Claroty Platform integrates with customers' existing infrastructure to provide a full range of controls for visibility, exposure management, network protection, threat detection, and secure access. Our solutions are deployed by over 1,000 organizations at thousands of sites across all seven continents. Claroty is headquartered in New York City, with employees across the Americas, Europe, Asia-Pacific, and Tel Aviv. The company is widely recognized as the industry leader in cyber-physical systems protection, with backing from the world's largest investment firms and industrial automation vendors, as well as recognition from KLAS Research as Best in KLAS for Healthcare IoT Security, the Deloitte Technology Fast 500, the Forbes Cloud 100, and the Fortune Cyber 60.
Responsibilities
- Managing more than a group of 10 Customer Success Managers.
- 360 customers across the US.
- Mentoring and Developing Talent, Inspiring and developing a high-performing customer success team that embodies our core values, creating leaders who are equipped to deliver excellence in every customer interaction.
- Elevating Customer Experience building on our strong foundation of customer satisfaction to enhance and refine the customer journey, and deliver unparalleled value and engagement with our solutions.
- Orchestrating customer journey towards desired business outcomes.
- Plan, build and deliver repeatable playbooks and processes to build your CS team for scale.
- Leverage subject matter expertise in the product and industry to guide customers toward successful product adoption.
- Monitor customer health and usage, and proactively address challenges to ensure customers maximize the value of the product.
- Act as the quarterback of the customer experience, orchestrating internal teams (e.g., Support, Product, Sales) to align efforts and deliver a seamless experience.
Requirements
- Proven Cybersecurity CS Leadership: Minimum 7 years of Director-level Customer Success experience exclusively within the cybersecurity software industry, with a demonstrable track record of exceeding retention and growth targets.
- Strategic Customer Value Delivery: Proven ability to develop and execute customer success strategies that demonstrably increase customer lifetime value and drive significant ARR growth.
- Tiered CSM Management Expertise: Extensive experience building and managing a tiered Customer Success Management model (high-touch and low-touch), with proven success in optimizing resource allocation and maximizing customer coverage.
- Large Portfolio Management: Demonstrated experience managing a customer portfolio of at least 200 clients and $20M+ in Annual Recurring Revenue (ARR), with a focus on enterprise-level accounts.
- Executive Communication & Technical Acumen: Exceptional communication and presentation skills, with the ability to articulate complex cybersecurity concepts to both technical and executive audiences.
- Process Implementation & CS Platforms: Proven experience implementing scalable customer success processes and workflows, including proficiency with relevant CS platforms (e.g., Gainsight, Totango, etc.).
- Bachelor's Degree: Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Business).
Nice-to-haves
- Deep OT Security Expertise: Extensive experience with OT protocols, ICS, and related technologies.
Benefits
- Claroty is a people first company, prioritizing personal care and support over work.
- Stability with continued growth, having raised over $700M from top tier investors.
- Encouragement of a healthy work-life balance with a biannual 'ClaroBreak' for rest and recharge.
- Commitment to employee development with biannual performance reviews and professional courses.
- Transparency and openness through regular company meetings and employee satisfaction surveys.
- Hybrid working culture allowing flexibility for team members.
