Vice President of Customer Success

As VP of Customer Success, you’ll lead and scale our global CS organization across Strategic, Enterprise, Commercial, and Digital Touch segments, with a track record of driving revenue growth while protecting and improving NRR You’ll own adoption, renewal, and expansion, partnering closely with Customer Solutions, Sales, Product, Engineering, Support, and Marketing to ensure customers realize measurable value from our platform Lead and scale a global Customer Success organization spanning Strategic, Enterprise, Commercial, and Digital Touch segments, with the right coverage model and team structure for each Own retention and expansion outcomes, driving industry-leading NRR through proactive account management, risk mitigation, and expansion motions Partner with Sales leadership on account planning, renewals, and expansion strategy to drive predictable, scalable revenue growth Deliver a scalable Customer Success model (segmentation, playbooks, health scoring, QBRs, escalation paths) that works across a global, multi-region customer base Serve as an executive sponsor for top strategic accounts, building trusted relationships with customer executives and champions Collaborate cross-functionally with Product, Engineering, Support, Sales, and Marketing to close the loop on customer feedback, drive product adoption, and inform roadmap priorities Build and mentor a high-performing, people-first leadership team; recruit, develop, and retain top CS talent globally Track and report on key CS metrics (NRR, GRR, churn, expansion, adoption, CSAT/NPS, health scores) to executive leadership Champion a customer-centric culture across the company, ensuring the voice of the customer influences strategy at every level Benefits Silverfort Care & Wellness: Employees’ wellbeing matters, which is why we reimburse up to $100 USD monthly for personal care and wellness Stock Options Plan: All permanent employees receive stock options since they are fundamental to our success Personal Development Sessions: Learn new skills and tools with our quarterly workshops and personalized development programs Quarterly Recharge Days: In addition to your annual leave, we have quarterly recharge days so our entire team can enjoy a long weekend Volunteering initiatives: We believe in giving back, and offer paid leave to volunteer for a cause or charity of your choice Company events: We host the best parties, QBRs, SKOs and more. Check out our photos to see some of the fun we’ve had together over the years Experience & Qualifications Excellent executive presence; comfortable engaging with C-level customers Experience operating in a global, multi-region organization, with cultural fluency and experience managing distributed teams Demonstrated experience managing a multi-segment coverage model — Strategic, Enterprise, Commercial, and Digital Touch/Tech Touch customers — with tailored strategies for each 10+ years in Customer Success, Account Management, or related revenue leadership roles, with 5+ years leading global CS organizations at scale Strong cross-functional collaboration skills; a track record of effectively partnering with Sales, Product, Engineering, and Marketing leaders as true peers Experience in the security/cybersecurity industry strongly preferred A track record of leading a CS organization responsible for $100M+ in revenue, with direct, specific experience helping scale that business while maintaining industry-leading NRR (able to speak concretely to the strategies, systems, and team changes that drove that outcome) A genuine people-first leadership style — someone who invests in developing managers and ICs, builds trust across a global team, and leads with empathy alongside accountability Deep fluency in CS operating metrics and systems (NRR/GRR, churn, health scoring, CS platforms such as Gainsight/ChurnZero/Planhat, CRM tools) Proven experience supporting both SaaS and on-premise/hybrid deployment models Experience in identity security, cloud security, or adjacent infrastructure security categories Experience through a hyper-growth stage Success with land and expand sales motion #J-18808-Ljbffr Silverfort