VP of Customer Success

🔥 12 hours ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Silverfort

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

🤝 B2B

Cybersecurity • B2B

Silverfort is the Unified Identity Protection company that pioneered the first and only platform for modern identity security across all environments. By integrating different segments of the enterprise identity infrastructure, Silverfort offers a vendor-agnostic approach to cybersecurity that simplifies identity protection. The platform secures not only conventional resources but also legacy systems and non-human identities, positioning Silverfort as a leader in the Zero Trust approach to cybersecurity. The company is recognized as a Top Tier Microsoft partner and has earned accolades like Microsoft's Zero Trust Champion of the Year, serving a clientele that includes many Fortune 50 companies.

📋 Description

• Lead and scale a global Customer Success organization spanning Strategic, Enterprise, Commercial, and Digital Touch segments • 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 with segmentation, playbooks, health scoring, QBRs, and escalation paths • Serve as executive sponsor for top strategic accounts and build trusted relationships with customer executives and champions • Collaborate with Product, Engineering, Support, Sales, and Marketing to incorporate customer feedback, drive product adoption, and inform roadmap priorities • Build and mentor a high-performing leadership team; recruit, develop, and retain global Customer Success talent • Track and report CS metrics including NRR, GRR, churn, expansion, adoption, CSAT/NPS, and health scores to executive leadership • Champion a customer-centric culture across the company and ensure customer voice influences strategy

🎯 Requirements

• 10+ years in Customer Success, Account Management, or related revenue leadership roles, with 5+ years leading global CS organizations at scale • Experience in the security/cybersecurity industry strongly preferred • Proven experience supporting both SaaS and on-premise/hybrid deployment models • Demonstrated experience managing a multi-segment coverage model — Strategic, Enterprise, Commercial, and Digital Touch/Tech Touch customers — with tailored strategies for each • 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 • People-first leadership style with experience developing managers and individual contributors • Strong cross-functional collaboration skills with Sales, Product, Engineering, and Marketing leaders • Deep fluency in CS operating metrics and systems, including NRR/GRR, churn, health scoring, CS platforms such as Gainsight/ChurnZero/Planhat, and CRM tools • Experience operating in a global, multi-region organization, with cultural fluency and experience managing distributed teams • Excellent executive presence; comfortable engaging with C-level customers • Nice to have: experience in identity security, cloud security, or adjacent infrastructure security categories • Nice to have: experience through a hyper-growth stage • Nice to have: success with land and expand sales motion