Cymulate - VP Customer Success

• 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. • 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.