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About the Role
As VP of Customer Success, you'll lead and scale our global CS organization across Strategic, Enterprise, Commercial, and Digital Touch segments, with a track record of driving revenue growth while protecting and improving NRR. You'll own adoption, renewal, and expansion, partnering closely with Customer Solutions, Sales, Product, Engineering, Support, and Marketing to ensure customers realize measurable value from our platform.
Responsibilities
- 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 (segmentation, playbooks, health scoring, QBRs, escalation paths) that works 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 (NRR, GRR, churn, expansion, adoption, CSAT/NPS, 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
Skills
- Customer Success
- Account Management
- Revenue leadership
- Global CS organizations
- Security/cybersecurity industry
- SaaS
- On-premise/hybrid deployment models
- Multi-segment coverage model
- Strategic account management
- Enterprise account management
- Commercial account management
- Digital Touch/Tech Touch customer management
- Revenue growth
- NRR (Net Revenue Retention)
- GRR (Gross Revenue Retention)
- Churn reduction
- Expansion motions
- Account planning
- Renewals strategy
- Scalable Customer Success model
- Segmentation
- Playbooks
- Health scoring
- QBRs (Quarterly Business Reviews)
- Escalation paths
- Executive sponsorship
- Relationship building
- Cross-functional collaboration
- Product feedback loop
- Product adoption
- Roadmap prioritization
- Team building
- Mentoring
- Talent recruitment
- Talent development
- Talent retention
- CS metrics tracking
- CSAT (Customer Satisfaction)
- NPS (Net Promoter Score)
- Customer-centric culture
- Identity security
- Cloud security
- Infrastructure security
- Hyper-growth stage
- Land and expand sales motion
- Gainsight
- ChurnZero
- Planhat
- CRM tools
Experience Level
- 10+ years in Customer Success, Account Management, or related revenue leadership roles
- 5+ years leading global CS organizations at scale
About the Company
- Silverfort is on a mission to bring identity security everywhere – to every human, machine, and AI agent, both on-prem and in the cloud.
- Our unique technology secures identities & access at runtime, in ways that weren’t possible before.
- With the broadest identity security platform in the market, trusted by more than 1,000 customers including many Fortune 100 companies, Silverfort is uniquely positioned to lead the fast-growing identity security category.
- Joining Silverfort means becoming part of a fast-moving team with a culture of innovation and collaboration, that goes above and beyond to help our customers and each other, on a journey to reshape the future of identity security.