Director of Customer Success
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Job Description
Director of Technical Customer Success leading IONIX’s US Customer Success team and strategic enterprise accounts. Driving cybersecurity platform adoption, measurable security outcomes, escalations, and scalable customer operations.
Responsibilities:
- Lead and develop the US Customer Success team through day-to-day guidance, coaching, prioritization, and support
- Serve as the senior Customer Success focal point during US hours for customer issues, escalations, and cross-functional coordination
- Own several strategic enterprise customers and build relationships from technical stakeholders through executive and CISO level
- Maintain visibility into customer health, risks, objectives, adoption, and key activities; report status, trends, and areas requiring attention
- Identify at-risk customers, develop recovery plans, and improve customer health
- Lead and support customer escalations with clear ownership, communication, action plans, and follow-through
- Ensure consistent execution of Customer Success processes across onboarding, adoption, ongoing engagement, executive reviews, renewals, and risk management
- Evaluate processes, identify gaps, and implement scalable Customer Success practices
- Ensure customer knowledge, decisions, risks, action items, and account status are accurately documented
- Partner with US Sales on customer status, renewals, expansion opportunities, risks, and strategic account activities
- Collaborate with Product, Support, R&D, and other teams to represent customer needs and resolve issues
- Develop the team’s technical and product expertise so CSMs can guide customers on IONIX operationalization, integrations, workflows, and security best practices
- Initially perform significant hands-on CSM work, progressively shifting toward team leadership and operational responsibilities while retaining select strategic customer ownership
Requirements:
- 7+ years of experience in technical customer-facing roles, including significant experience in Customer Success with enterprise customers
- Previous people management or team leadership experience, with ability to coach, develop, and hold team members accountable
- Previous hands-on experience in a technical role such as Solutions Engineering, Sales Engineering, Technical Support, Security Engineering, or similar before moving into Customer Success
- Experience working for a cybersecurity vendor and strong understanding of security organizations, stakeholders, and workflows
- Experience managing large, complex enterprise customers, including technical and executive-level relationships
- Strong technical understanding of TCP/IP, DNS, HTTP, HTML, PKI, web applications, and cloud environments
- Strong understanding of web security concepts, vulnerabilities, and security technologies
- Proven ability to manage customer escalations, identify account risk, and drive structured recovery plans
- Strong operational and process orientation, with experience building, improving, and enforcing scalable processes across a team
- Excellent organizational skills and attention to documentation, customer status, commitments, and follow-through
- Ability to translate technical topics into clear business outcomes and communicate effectively with audiences ranging from security practitioners to CISOs
- Strong cross-functional skills and experience partnering closely with Sales, Product, Support, and Engineering
- Startup experience is required, preferably in an environment where responsibilities extended beyond a narrowly defined role
- Ability to operate independently and make decisions during US hours while maintaining strong alignment with leadership in Israel
Benefits:
- Remote work arrangement
- Full-time employment
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