Head of Customer Success

Operations San Francisco Full-time

We are hiring a Head of Customer Success to lead the function responsible for ensuring enterprise clients realize full value from the Cyberix platform. Based in San Francisco, you will build and scale a world-class customer success organization that drives adoption, retention, and expansion across our growing customer base.

Our customers are security teams at some of the most demanding organizations in the world. They need a partner who understands their operational challenges and can help them maximize the value of our platform. You will define the processes, metrics, and team structure that make this possible at scale.

This is a leadership role with significant scope. You will report directly to the CEO, collaborate closely with sales, product, and engineering, and have full ownership of the customer lifecycle from onboarding through renewal and expansion.

Responsibilities
  • ▸ Build and lead the customer success team, including hiring, coaching, and performance management
  • ▸ Define and implement customer onboarding, health scoring, and renewal processes
  • ▸ Establish KPIs and reporting frameworks for customer health, retention, and expansion
  • ▸ Serve as executive sponsor for strategic accounts and manage escalations
  • ▸ Collaborate with product and engineering to relay customer feedback and influence roadmap
  • ▸ Partner with sales to identify expansion opportunities and support upsell motions
Requirements
  • ▸ 7+ years of experience in customer success, account management, or related roles
  • ▸ At least 3 years of people management experience with a track record of building teams
  • ▸ Experience in B2B SaaS, ideally in cybersecurity or enterprise software
  • ▸ Strong understanding of customer lifecycle management and success metrics (NRR, CSAT, NPS)
  • ▸ Excellent executive communication skills for both customer and internal stakeholders
  • ▸ Data-driven approach to decision-making with experience in CS platforms (Gainsight, Totango, or similar)
Nice to Have
  • ▸ Domain expertise in cybersecurity or experience working with security teams
  • ▸ Experience scaling CS organizations from 5 to 20+ team members
  • ▸ Background in managing enterprise accounts with ACV above $100K
  • ▸ Familiarity with PLG (product-led growth) motions alongside traditional enterprise sales
What We Offer
✓ Comprehensive health, dental & vision
✓ Competitive equity package
✓ $5K annual learning budget
✓ $2K remote setup stipend
✓ Generous PTO & flexible schedule
✓ Annual team offsites

Interested in this role?

Send us your resume and a brief note about why you are excited about this position. We review every application and respond within five business days.