Director of Partner Success - Southern & Eastern Europe

Cynet Security; Roma; In loco; EUR 80.000 - 120.000; Tempo pieno

Descrizione del lavoro

A cybersecurity firm is looking for a Director of Partner Success to oversee customer retention and satisfaction across Southern Europe. This role involves leading a team of Partner Success Managers, ensuring a consistent customer journey, and collaborating closely with sales and technical teams. The ideal candidate has over 5 years of experience in Customer Success within SaaS or cybersecurity, with strong leadership and analytical skills. This position is full-time and offers an exciting opportunity to influence strategic partner relationships.

Competenze

• 5+ years of Customer Success experience in SaaS or cybersecurity.
• 3+ years in leadership, managing customer success teams.
• Strong understanding of the cybersecurity ecosystem.

Mansioni

• Lead and develop a high-performing team of Partner Success Managers.
• Ensure customer journey consistency and measurable value.
• Drive accurate renewal and churn forecasting.

Conoscenze

Customer Success

Leadership

Forecasting

Risk Management

Analytical Skills

Cross-functional Collaboration

Communication

Descrizione del lavoro

Director of Partner Success - Southern & Eastern Europe

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.

Responsibilities

• 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.

Seniority level

Director

Employment type

Full‑time

Job function

Other

Industries

Computer and Network Security