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Role Description

Join the mission to make the digital world safer. We're seeking a Director of Customer Success to lead and scale our unified post-sales organization across Customer Success, Customer Support, and Customer Training & Enablement. This is a high-impact leadership role responsible for building the operating system that enables our teams and customers to maximize value while driving Gross Revenue Retention and Net Revenue Retention performance.

As Director of Customer Success, you will lead a team of Cyber Threat Intelligence specialists across complementary functions. You will be both a strategic leader and an exceptional operator, capable of transforming vision into scalable processes, measurable outcomes, and consistent customer impact. Your leadership will ensure customers operationalize our solutions effectively and realize meaningful security outcomes.

Key Responsibilities

• Lead and Scale a Unified Post-Sales Organization
  • Lead Customer Success Managers, Support, and Enablement teams under a cohesive strategy and operating model
  • Define clear team charters, ownership models, and operating cadences to deliver a consistent and high-quality customer experience
  • Foster a culture of accountability, collaboration, excellence, and ownership aligned with Team Cymru’s guiding principles
• Build and Evolve Customer Training and Enablement
  • Own the strategy for customer onboarding, training programs, and role-based learning paths across segments
  • Develop scalable enablement assets including playbooks, training content, and adoption guides that help customers operationalize workflows
  • Establish structured feedback loops driven by usage data, support trends, and outcome metrics to continuously improve enablement programs
• Drive Customer Outcomes, Retention, and Growth
  • Oversee the entire post-sale lifecycle from onboarding through renewal and expansion
  • Ensure success plans are clearly defined, measured, and executed with consistency
  • Proactively identify adoption gaps, mitigate risk, and remove blockers to customer value realization
  • Track and influence key health metrics including usage, onboarding velocity, sentiment, CSAT, and retention indicators
• Operational Excellence and Cross-Functional Alignment
  • Design and implement scalable processes, playbooks, and performance frameworks that reduce ambiguity and increase consistency
  • Improve tooling, reporting, and data discipline to enable accurate forecasting, risk visibility, and prioritization
  • Build durable cross-functional partnerships with Sales, Solutions Engineering, Product, and Engineering to ensure seamless handoffs and strong voice-of-customer loops

Qualifications

• 6+ years of experience in Customer Success, Customer Support, Enablement, or post-sales leadership within B2B SaaS environments
• 2+ years leading managers and building multi-team operating rhythms
• Demonstrated success scaling customer programs through process, systems, and enablement
• Experience building or significantly expanding a customer training and enablement function
• Strong operational leadership skills with the ability to translate strategy into repeatable systems and measurable outcomes

Additional Skills

• Excellent executive communication and stakeholder alignment capabilities
• Customer-first leadership style with a bias toward action and continuous improvement
• Comfort operating in ambiguity and building structure where it does not yet exist
• Bachelor’s degree or equivalent experience
• Relevant Customer Success or Enablement certifications are a plus
• Travel - This role requires domestic and international travel as needed.

Education and Certifications

• Bachelor's degree or equivalent experience
• Customer Success Certifications
• Training & Enablement Certifications

Benefits

• Collaborative, mission-driven culture
• Opportunity to contribute to improving global security

Company Description

At Team Cymru, we provide unmatched global threat intelligence that empowers organizations to proactively disrupt adversaries. As a Customer Success Engineer, you will be at the forefront of cybersecurity innovation, helping customers harness the full power of our threat intelligence to achieve critical business and security outcomes.

Ready to make an impact? Apply now and help shape the financial future of a company protecting millions worldwide.

This job description is not exhaustive. Responsibilities may evolve as needed. Team Cymru is an equal opportunity employer and welcomes applicants from all backgrounds.