Director of Customer Success

IONIX•US East Coast,

About The Position

IONIX is looking for a Director of Technical Customer Success to lead our Customer Success team and customer activities in the US. This is a hands-on leadership role combining people management, technical customer engagement, operational ownership, and direct responsibility for several of IONIX's strategic enterprise customers. The Director will serve as the senior Customer Success focal point during US business hours, supporting and coaching the US CSM team, overseeing customer health and escalations, and ensuring consistent execution of IONIX's Customer Success methodology across the region. You will work closely with the VP of Customer Success in Israel, as well as Sales, Support, Product, and R&D, to ensure customers successfully adopt IONIX, achieve measurable security outcomes, and receive a consistently high level of service. The position will initially begin with a significant hands-on CSM component, allowing you to master the IONIX platform, our customers, and our Customer Success practices. As you ramp up, the role will progressively shift toward team leadership and operational responsibilities while maintaining ownership of a select number of strategic customers. Success in this role means the US Customer Success organization operates with clear ownership and visibility: CSMs are supported and continuously developing, customer status is well understood and documented, risks are identified early, escalations are handled effectively, and customers are consistently realizing measurable value from IONIX. Over time, you will transition from being primarily a hands-on CSM to leading and scaling the US Customer Success operation, while remaining close enough to strategic customers and the technology to stay deeply connected to both.

Requirements

7+ years of experience in technical customer-facing roles, including significant experience in Customer Success with enterprise customers.
Previous people management or team leadership experience, with a demonstrated ability to coach, develop, and hold team members accountable.
Previous hands-on experience in a technical role such as Solutions Engineering, Sales Engineering, Technical Support, Security Engineering, or similar before moving into Customer Success.
Experience working for a cybersecurity vendor and strong understanding of security organizations, stakeholders, and workflows.
Experience managing large, complex enterprise customers, including technical and executive-level relationships.
Strong technical understanding of core web and cloud technologies, including TCP/IP, DNS, HTTP, HTML, PKI, web applications, and cloud environments.
Strong understanding of web security concepts, vulnerabilities, and security technologies.
Proven ability to manage customer escalations, identify account risk, and drive structured recovery plans.
Strong operational and process orientation, with experience building, improving, and enforcing scalable processes across a team.
Excellent organizational skills and attention to documentation, customer status, commitments, and follow-through.
Ability to translate technical topics into clear business outcomes and communicate effectively with audiences ranging from security practitioners to CISOs.
Strong cross-functional skills and experience partnering closely with Sales, Product, Support, and Engineering.
Startup experience is required, preferably in an environment where responsibilities extended beyond a narrowly defined role.
Ability to operate independently and make decisions during US hours while maintaining strong alignment with leadership in Israel.

Responsibilities

Lead and develop the US Customer Success team, providing day-to-day guidance, coaching, prioritization, and support.
Serve as the senior CS focal point during US hours for customer issues, escalations, and cross-functional coordination.
Own several strategic enterprise customers, building strong relationships from technical stakeholders through executive and CISO level.
Maintain visibility into the health, risks, objectives, adoption, and key activities of US customers and regularly report status, trends, and areas requiring attention.
Proactively identify customers at risk, develop recovery plans, and work with CSMs and internal stakeholders to de-escalate issues and improve customer health.
Lead and support customer escalations, ensuring clear ownership, communication, action plans, and follow-through.
Ensure consistent execution of Customer Success processes across onboarding, adoption, ongoing engagement, executive reviews, renewals, and customer risk management.
Continuously evaluate existing processes, identify gaps, and define and implement scalable CS practices as the organization grows.
Ensure customer knowledge, decisions, risks, action items, and account status are accurately documented and maintained by the team.
Partner closely with the US Sales organization, maintaining alignment on customer status, renewals, expansion opportunities, risks, and strategic account activities.
Collaborate with Product, Support, R&D, and other teams to represent customer needs and drive resolution of issues impacting customer success.
Develop the team's technical and product expertise and ensure CSMs can confidently guide customers on operationalizing IONIX, integrations, workflows, and security best practices.