What You Will Have

• 8+ years of experience in Customer Success, Customer Retention, Account Management, or related leadership roles.
• 3+ years leading Customer Success organizations within cybersecurity or SaaS environments.
• A proven track record of improving Gross Revenue Retention (GRR), reducing churn, and driving customer outcomes.
• Experience managing Mid-Market, Enterprise, and strategic customer portfolios.
• Strong executive presence with the ability to build trusted relationships at the C-level.
• Deep understanding of customer health frameworks, retention forecasting, and success planning.
• Experience building, scaling, and leading high-performing Customer Success teams.
• Strong analytical and operational mindset with the ability to leverage data to drive decisions.
• Hands-on experience with Salesforce, Customer Success platforms, and AI-driven CS capabilities.
• Exceptional communication, leadership, and cross-functional collaboration skills.
• A customer-obsessed mindset, combined with a strong sense of ownership, accountability, and urgency.
• Experience in cybersecurity, Exposure Management, BAS, CTEM, Security Operations, or related security domains is highly preferred.

What You Will Do

• Own and drive Gross Revenue Retention (GRR) across North America and Europe, with direct accountability for retention performance and customer health.
• Develop and execute strategies to reduce churn, improve renewals, and maximize customer lifetime value.
• Build a proactive customer retention engine capable of identifying risks and mitigating churn well before renewal dates.
• Lead executive escalations and personally manage relationships with Cymulate's most strategic customers.
• Conduct Executive Business Reviews (EBRs/QBRs) and align customer success plans with measurable business outcomes.
• Build, mentor, and develop a world-class Customer Success organization focused on accountability, operational excellence, and customer outcomes.
• Establish customer health scoring frameworks, risk management processes, and retention forecasting methodologies.
• Partner closely with Sales, Product, Engineering, Marketing, and Executive Leadership to ensure customer needs are represented across the organization.
• Drive product adoption, customer engagement, and value realization across the customer base.
• Build scalable processes covering onboarding, adoption, customer health, renewals, and retention.
• Create executive dashboards and reporting frameworks that provide visibility into customer health, retention trends, and business risks.
• Present retention performance, churn forecasts, and strategic recommendations to executive leadership and board stakeholders.
• Develop customer advocacy programs and turn satisfied customers into long-term references and champions for Cymulate.
• Lead the transformation of Customer Success into a strategic, data-driven organization that delivers world-class retention results and supports Cymulate's continued growth.