Americas Cybersecurity Customer Success Lead

Lever, Inc.; Northern (KY); Hybrid; USD 102,000 - 169,000; Full time

Job summary

Lever, Inc. is seeking a senior leader to head the Americas Customer Success team. The role focuses on building a scalable, value-driven engagement model for a large customer base, spanning deployment through renewal and ongoing adoption.

The candidate will partner with sales, support, product, and operations to deliver exceptional customer outcomes, drive growth, and reduce churn in a fast-paced environment. Travel up to 25% is expected as part of the leadership responsibilities.

Qualifications

• Cybersecurity experience is a must.
• 5+ years of experience managing a team.
• 7+ years in a CSM, account manager, or related customer-facing role at a B2B technology company.

Responsibilities

• Recruit and lead an Americas Customer Success team, targeted at improving our customer experience and growing customer value.
• Create value-based plans and set the stage for meeting KPIs and objectives for the customer success team.
• Help to create a scalable model to support a high volume of customers and still deliver necessary touchpoints.
• Develop the CSM playbook and map the customer journey to identify peak satisfaction points and critical points across the solution set.
• Help optimize the Customer Success platform to improve processes and team effectiveness.
• Collaborate with onboarding, sales, support, product operations, and renewals to ensure smooth handoffs and optimal customer experience.
• Sustain growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn.
• Analyze customer data to improve the experience and articulate value.

Skills

Cybersecurity

Team leadership

Customer success

Cross-functional

Enterprise experience

Job description

Lever, Inc. is seeking a senior leader to head the Americas Customer Success team. The role focuses on building a scalable, value-driven engagement model for a large customer base, spanning deployment through renewal and ongoing adoption.

The candidate will partner with sales, support, product, and operations to deliver exceptional customer outcomes, drive growth, and reduce churn in a fast-paced environment. Travel up to 25% is expected as part of the leadership responsibilities.