Director of Customer Success

• Lead and manage the customer success team across Africa, the Middle East, and Australia, ensuring strong collaboration and alignment with business goals
• Work closely with regional Sales Vice President to align customer success efforts with sales initiatives and targets
• Mentor, guide, and develop a diverse, multi-national team, fostering a culture of excellence, continuous learning, and innovation
• Provide regular coaching and performance feedback to team members
• Manage escalations, customer issues, and drive resolutions to ensure customer satisfaction and long-term success
• Regularly assess and report on customer health, identifying potential risks and proactively addressing them
• Focus on renewals and minimizing churn through effective relationship management and risk mitigation strategies
• Manage and oversee Onboarding, Upgrade, and migration projects, ensuring timely and successful delivery
• Work closely with Product Management, R&D, technical support teams, and Professional Services to ensure that customer requirements are met and that services are delivered on time and according to customer specifications
• Champion the voice of the customer internally, providing valuable feedback and insights to drive product enhancements and innovation
• Conduct Quarterly Business Reviews (QBRs) with key customers, maintaining strong relationships and identifying opportunities for upsell or expansion
• Manage and engage on all customer activities, including escalations, ensuring timely resolution and maintaining positive customer relationships
• Be a trusted adviser and customer advocate within Checkmarx, ensuring that customers view you as a true partner in their success
• Maintain a broad knowledge base of all Checkmarx products and services, including the latest industry trends, to serve as a resource for both customers and internal teams
• Willingness to travel to customer sites within the assigned regions for on-site visits, relationship building, and support

• Minimum 10 years’ experience managing Customer Success, Services, Sales Engineering, or Technical Account Management teams
• Previous experience with Gainsight and SFDC (Salesforce) is a plus
• Proven ability to manage and execute large and complex projects
• Excellent organizational and time management skills
• Comfortable working independently and leading a remote, global team
• Experience managing a diverse, multinational team
• Willingness to travel as required to support customer relationships and team engagement
• Strong understanding of application security testing and best practices
• In-depth knowledge of DevOps and DevSecOps practices
• Proficient in at least one programming language
• Familiarity with CI/CD tools, SCM tools, and APIs
• Ability to leverage technical expertise to assist customers and internal teams in problem-solving and solutioning
• Confident in both written and spoken English
• proficiency in other regional languages is a significant bonus
• Extensive experience in customer-facing roles, especially with large, complex organizations
• Ability to work effectively in a multicultural environment
• Strong presentation and negotiation skills, capable of engaging with C-suite executives and technical stakeholders

Proficiency in other regional languages

• Comprehensive benefits package
• Professional development opportunities
• Collaborative and inclusive work environment