VP of Customer Success

🔥 13 hours ago

🇺🇸 United States – 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, 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 including segmentation, playbooks, health scoring, QBRs, and escalation paths 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 including NRR, GRR, churn, expansion, adoption, CSAT/NPS, and health scores to executive leadership • Champion a customer-centric culture across the company, ensuring the voice of the customer influences strategy at every level

🎯 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 • 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 • 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 • Strong cross-functional collaboration skills; a track record of effectively partnering with Sales, Product, Engineering, and Marketing leaders as true peers • Deep fluency in CS operating metrics and systems (NRR/GRR, churn, health scoring, CS platforms such as Gainsight/ChurnZero/Planhat, 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 • Experience in identity security, cloud security, or adjacent infrastructure security categories • Experience through a hyper-growth stage • Success with land and expand sales motion