New - York

US, Remote

Head Of Customer Success

Full-time

 | 

Senior

Description

Zafran is looking for an experienced Head of Customer Success to join our rapidly growing team. This pivotal role involves managing customer relationships, overseeing contract renewals, and ensuring the satisfaction and retention of our customer base. The designated person will have direct contact with our largest customers and will play a key role in shaping the future of our customer success department.

About Zafran

Zafran is the First Risk and Mitigation Platform to fight threat exploitation. Zafran transforms risk mitigation by connecting to both vulnerability data and the organization’s security controls. The platform analyzes risk while considering controls’ efficacy as well as exploitability factors, then proactively automates mitigations to eliminate the exploitation window. Backed by Sequoia and Cyberstarts, we empower security teams to mobilize existing security controls and defuse threat exploitation beyond patching

What you will do
  • Serve as the main point of contact between the customers and the Zafran team.
  • Manage and oversee all contract renewals for our customer base, ensuring high retention rates and customer satisfaction.
  • Develop the customer success team, fostering a culture of customer-centricity and continuous improvement.
  •  Develop and maintain strong relationships with key customers, acting as a trusted advisor to understand their needs and deliver exceptional service.
  •  Establish key performance metrics for the customer success team, track progress, and report on performance to senior management.
  •  Gather and analyze customer feedback to inform product development and improve the overall customer experience.
  • Collaborate with sales, marketing, product, and engineering teams to ensure customer needs are met and to drive company-wide success.
  •  Oversee the customer onboarding process, ensuring a smooth and positive experience for new customers and quick time-to-value.
  • Build and maintain strong, long-lasting relationships with customers, acting as a trusted advisor to ensure their continued satisfaction and success.
  • Conduct training sessions to educate customers about the features and benefits of Zafran's platform.
Requirements
  • At least 5 years of experience in a senior leadership role (Head of, VP, etc.) within customer success, account management, or a related field.
  • Strong understanding of the cybersecurity industry and related technologies.
  • Proven track record of building and leading successful customer success teams.
  • Ability to develop and execute strategic plans that drive customer success and business growth.
  • Experience working in a SaaS B2B technology-focused company and a strong understanding of CS best practices.
  • Strong analytical skills, with the ability to leverage data to drive decisions and optimize processes.
  • Excellent communication, presentation, and interpersonal skills.
Experience with the following is a plus

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