Director of Customer Success, EMEA Job at Cyera (Tel Aviv)

Job Description

We’re looking for a Director of Customer Success – EMEA to join our global team and build Cyera’s regional CS presence from the ground up. This role blends strategic leadership with hands-on operational ownership, including renewals, customer health management, and development of scalable CS processes. You’ll work closely with regional teams, global leadership, and enterprise customers to ensure long-term retention, adoption, and expansion across diverse markets.

Job Responsibility

Lead and scale technical Customer Success teams across EMEA, shaping team structure, methodologies, and execution standards as Cyera expands globally
Develop and operationalize CS infrastructure—including customer journeys, playbooks, QBR frameworks, KPIs, and dashboards—to drive predictable outcomes and organizational alignment
ֿBuild and own a comprehensive renewals strategy covering process design, forecasting, workflows, timelines, and escalations to ensure timely renewals, reduced churn, and strong retention
Collaborate closely with CSEs, Account Managers, and cross-functional leaders to streamline renewals and remove operational friction
Act as a strategic partner to enterprise customers, deepening relationships, understanding business goals, identifying expansion opportunities, and driving measurable value throughout the lifecycle
Monitor customer health, usage patterns, adoption trends, and risk indicators
proactively address issues to prevent escalations and protect satisfaction
Lead cross-functional initiatives to resolve renewal challenges, enhance onboarding and training, optimize support processes, and improve operational efficiency across regions
Partner with Product, OCTO, Sales, SEs, Support, and Services to align priorities, influence roadmap decisions, and ensure seamless customer transitions
Oversee end-to-end CS operations, including onboarding, enablement, engagement, and documentation, implementing best practices and standard operating procedures
Identify opportunities for process improvement and automation, using tools and technology to streamline workflows and elevate the customer experience
Develop and maintain documentation and training materials to drive clarity and alignment across the CS organization
Mentor and develop CS team members and participate in hiring to attract and onboard top-tier talent
Leverage data, BI, and reporting tools to generate insights into customer behavior and operational performance, building dashboards that inform strategic decision-making
Provide regular updates to senior leadership regarding customer health trends, operational performance, risks, and opportunities
Travel 25–50% to engage with customers, lead executive meetings, support regional teams, and strengthen strategic relationships.

Requirements

5+ years of experience leading technical CS, TAM, or Professional Services teams, including experience managing multi-regional teams across EMEA
Served as a Head/Director of CS, or in a similar leadership role, within a B2B SaaS or cybersecurity organization
Strong technical support mindset, with the ability to guide teams through complex troubleshooting, root-cause analysis, and customer escalations
You are comfortable partnering directly with Support and Engineering to resolve critical issues, streamline escalation paths, and ensure a seamless, high-quality customer experience
Excel at building scalable processes, driving adoption, managing renewals, and leading change across complex environments
Thrive in a fast-paced, high-growth, and ambiguous startup environment, making decisions with clarity and confidence
Bring a strong technical orientation, with experience working alongside Product, Engineering, and Architecture teams
Fluent in Salesforce, BI tooling, customer analytics, and data-driven decision-making
A compelling communicator, capable of leading both executive-level business discussions and deep technical workshops
Willing and able to travel 25–50% to engage directly with customers and teams.

Nice to have

A degree in Computer Science or an equivalent technical background
Experience launching or scaling CS teams in APAC
Previous experience working in or around cybersecurity, data security, or enterprise infrastructure
Speak additional languages or bring cross-cultural leadership experience
Experience implementing automation, process optimization, and CS tooling at scale.

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