Director - Customer Success & Service Delivery - Cybersecurity

We are looking for a Director who can bridge the gap between high-level business outcomes and deep technical execution. You will lead our global CSM and Service Delivery teams, ensuring that our largest enterprise clients don’t just "use" our software, but fundamentally harden their security posture because of it.

This is a high-impact, hybrid leadership role. You will be responsible for the entire post-sales lifecycle - from the first mile of implementation to the long-term expansion of the account. Most importantly, you will be the Executive Technical Sponsor for our Tier-1 global accounts.

• →Strategic CISO Advisory: Lead Executive Business Reviews (EBRs) that skip the fluff. You must be capable of discussing threat actor trends, threat landscape reports, regulatory compliances, and risk mitigation strategies with C-suite stakeholders.
• →Customer Success Management
• →Unified Success Strategy: Design and execute a worldwide CSM playbook that prioritizes technical health, feature adoption, customer engagement, and gross/net retention.
• →Team Leadership: Recruit, mentor, and scale a world-class team of technically-inclined CSMs and Implementation Engineers.
• →Reporting and Metrics: Establish and track key performance indicators (KPIs) to measure the success of customer success initiatives and report on customer health and satisfaction. Lead and conduct business reviews.
• →Global Service Delivery
• →Manage the global service delivery team for all of CloudSEK’s service lines - Customer Onboarding, Product Support, Co-manage and Takedowns.
• →Restructure/expand the team and implement standard ITSM processes to support CloudSEKs rapid global growth.
• →Deliver key operational metrics for identifying areas of improvement and decision making.
• →The Bridge: Act as the primary feedback loop between our largest customers and our Product/Engineering teams. You aren't just passing on "feature requests"; you are translating operational pain and customer business value into product requirements.

• Cybersecurity Pedigree: 15+ years in the cybersecurity industry. You likely started in the SOC or security engineering, leading into customer facing consulting roles.
• The CISO Whisperer: Proven track record of holding "value conversations" with CISOs. You understand their world: budget constraints, board reporting, and the constant pressure of "not becoming a headline."
• Technical Depth: Deep knowledge of a variety of cybersecurity technologies and preferable in the External Digital Risk Protection and threat intelligence space.
• Service Delivery Leadership: Leadership experience in a high-growth SaaS environment, specifically managing both Success and Professional Services/Delivery.
• Operational Excellence: You live in the data. You know your NRR, GRR, and NPS/CSAT scores by heart and know which levers to pull to move them.

• You won't be "just another leader." You’ll stay technically sharp while driving massive business growth.
• You’ll have the autonomy to redefine/build a global function.
• You’ll be working on a product that actually stops the "bad guys", not just one that generates more noise.