MAKE YOUR MARK Cymulate’s Continuous Security Validation enables companies to challenge, assess and optimize their cyber-security posture against the evolving cyberthreat landscape, simply and continuously. With world-class clients we strive to bring the highest level of service to everything we do. Our team is made up of the very best people for the job and as we grow, we’re always on the lookout for people with the skills, experience, and personality that will let us both shine. With high scores on Gartner, G2 and Glassdoor, our clients and employees have let us know what they love about us. WHAT YOU WILL HAVE * 8+ years of experience in Customer Success, Customer Retention, Account Management, or related leadership roles. * 3+ years leading Customer Success organizations within cybersecurity or SaaS environments. * A proven track record of improving Gross Revenue Retention (GRR), reducing churn, and driving customer outcomes. * Experience managing Mid-Market, Enterprise, and strategic customer portfolios. * Strong executive presence with the ability to build trusted relationships at the C-level. * Deep understanding of customer health frameworks, retention forecasting, and success planning. * Experience building, scaling, and leading high-performing Customer Success teams. * Strong analytical and operational mindset with the ability to leverage data to drive decisions. * Hands-on experience with Salesforce, Customer Success platforms, and AI-driven CS capabilities. * Exceptional communication, leadership, and cross-functional collaboration skills. * A customer-obsessed mindset, combined with a strong sense of ownership, accountability, and urgency. * Experience in cybersecurity, Exposure Management, BAS, CTEM, Security Operations, or related security domains is highly preferred. WHAT YOU WILL DO * Own and drive Gross Revenue Retention (GRR) across North America and Europe, with direct accountability for retention performance and customer health. * Develop and execute strategies to reduce churn, improve renewals, and maximize customer lifetime value. * Build a proactive customer retention engine capable of identifying risks and mitigating churn well before renewal dates. * Lead executive escalations and personally manage relationships with Cymulate's most strategic customers. * Conduct Executive Business Reviews (EBRs/QBRs) and align customer success plans with measurable business outcomes. * Build, mentor, and develop a world-class Customer Success organization focused on accountability, operational excellence, and customer outcomes. * Establish customer health scoring frameworks, risk management processes, and retention forecasting methodologies. * Partner closely with Sales, Product, Engineering, Marketing, and Executive Leadership to ensure customer needs are represented across the organization. * Drive product adoption, customer engagement, and value realization across the customer base. * Build scalable processes covering onboarding, adoption, customer health, renewals, and retention. * Create executive dashboards and reporting frameworks that provide visibility into customer health, retention trends, and business risks. * Present retention performance, churn forecasts, and strategic recommendations to executive leadership and board stakeholders. * Develop customer advocacy programs and turn satisfied customers into long-term references and champions for Cymulate. * Lead the transformation of Customer Success into a strategic, data-driven organization that delivers world-class retention results and supports Cymulate's continued growth.