Director of Partner Success

7 ore fa

Roma, Lazio, Italia Cynet A tempo pieno

We are seeking a customer-centric Director of Partner Success to lead and scale our PSM team in Southern Europe. Your primary focus will be retention, ensuring customers and partners experience a consistent, high-value journey where KPIs are met, risks are addressed early, and forecasting is accurate. You will work closely with Sales to grow strategic partners and represent the customer voice across Cynet's leadership and technical teams. 

What will you do
  • Lead, mentor, and develop a high-performing team of Partner Success Managers. 
  • Own customer retention, satisfaction, and overall health across partner and direct accounts. 
  • Ensure the customer journey- from onboarding to adoption to renewal—is executed consistently and delivers measurable value. 
  • Drive accurate renewal and churn forecasting, providing clear visibility to Sales and leadership. 
  • Build, improve, and scale customer success playbooks, processes, and KPIs. 
  • Oversee portfolio risk identification and mitigation, ensuring early escalation and proactive action plans. 
  • Partner closely with Sales to grow strategic partners, support expansion opportunities, and align on joint business goals. 
  • Conduct regular partner and customer reviews focused on performance, usage, value realization, and KPI alignment. 
  • Collaborate with Product, R&D, Support, and Professional Services to resolve issues, remove friction, and elevate customer experience. 
  • Serve as a senior escalation point for customer-impacting issues and ensure timely internal mobilization. 
  • Represent the customer voice at the leadership level, influencing roadmap, GTM priorities, and operational improvements. 
  • Use data and insights to improve forecasting accuracy, strengthen decision-making, and drive continuous improvement. 
Requirements
  • 5+ years of Customer Success experience in SaaS or cybersecurity. 
  • 3+ years in leadership, managing CSMs or similar customer-facing teams. 
  • Experience owning the business side of Customer Success: forecasting, retention, KPIs, and risk management. 
  • Strong understanding of the cybersecurity ecosystem, including MSP/MSSP environments. 
  • Demonstrated cross-functional collaboration with Sales, Product, R&D, and Support. 
  • Excellent communication and executive presence, comfortable with senior stakeholders. 
  • Data-driven, analytical, and effective at prioritizing high-impact initiatives.
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