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Cyera Logo Cyera · IT - Administration

Director of Customer Success, EMEA

Israel, Tel Aviv · Job Posted December 08, 2025
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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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