Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT Cybersecurity. We have hundreds of customers in more than 30 countries and we’re just scratching the surface.
The Global Leader of Customer Success and Renewals is a senior leadership role responsible for overseeing and enhancing the customer experience and ensuring customer retention and satisfaction on a global scale. This role involves developing and executing strategies to drive customer success, managing the renewals process, and leading a high-performing team to achieve business goals.
In this role you will:
- Strategic Leadership
- Develop and implement a comprehensive global customer success strategy aligned with the company's overall business objectives.
- Lead the customer success and renewals teams to ensure consistent and high-quality customer experiences.
- Collaborate with cross-functional teams, including sales, marketing, product development, and support, to align efforts and drive customer-centric initiatives.
- Customer Success Management
- Design and oversee the execution of customer onboarding, training, and support programs to ensure customers derive maximum value from the company's products and services.
- Monitor customer health metrics, identify at-risk accounts, and implement proactive measures to improve customer satisfaction and retention.
- Establish and maintain strong relationships with key customers, acting as a trusted advisor and escalation point for major issues.
- Renewals and Retention
- Develop and manage a systematic renewals process to ensure timely and successful contract renewals.
- Analyze and optimize renewal rates, identifying opportunities to increase customer lifetime value.
- Collaborate with the finance team to forecast and report on renewals performance and revenue.
- Team Leadership and Development
- Build, mentor, and lead a global team of customer success managers and renewal specialists.
- Foster a culture of continuous improvement, professional growth, and high performance within the team.
- Set clear performance objectives, provide regular feedback, and conduct performance reviews.
- Performance Measurement and Reporting
- Define and track key performance indicators (KPIs) related to customer success and renewals.
- Provide regular reports to senior management on customer success metrics, renewal rates, and initiatives' outcomes.
- Utilize data and insights to drive strategic decisions and improve customer success programs.
- Customer Advocacy and Feedback
- Serve as the voice of the customer within the organization, advocating for customer needs and ensuring they are addressed.
- Gather and analyze customer feedback to inform product development and service enhancements.
- Develop and manage customer advocacy programs to cultivate customer testimonials, case studies, and references.
To be successful in this opportunity, you will have:
- Strong proven knowledge of Customer Success and what it takes to build a world class function.
- Trusted advisor in all things relating to Customer Success and Renewals with the hands on ability to execute on process implementation and improvements.
- Complimentary commercial rigor in renewals in being able to balance the need to drive to a renewals number and the strong performance rigor that this requires, while maintaining a customer success culture
- Exceptional verbal and written communication skills, adept at conveying complex ideas clearly and professionally.
- Strategic mindset.
- Skilled at presenting through storytelling and the use of industry language.
- Strong interpersonal skills with a strong focus on delivering outstanding customer service, fostering positive relationships, and resolving inquiries effectively.
- Proven experience in leading Customer Success teams. Extremely advantageous if you have also managed a Renewals function.
- Excellent organizational abilities coupled with strong attention to detail.
- Adept problem-solving capabilities, proficient in identifying and addressing challenges proactively.
- Demonstrated leadership acumen, capable of effectively supervising teams, providing guidance, and inspiring peak performance.
- A customer-centric mindset and a passion for delivering outstanding service and building long-term relationships with clients.
- Proficient with Microsoft Office Suite or related software.
- Strong user of SFDC.
Education and Experience:
- Bachelor’s degree required.
Who we are and what we stand for:
Nozomi Networks is the leader in OT and IoT Cybersecurity. We protect the world's critical infrastructure, industrial and government organizations from cyber threats by providing exceptional network visibility, threat detection and operational insight. We’re always innovating and we hire the best at what they do to ensure our customers always have access to fast product enhancements, exceptional engineering support and rapid deployment across continents. If you like a challenge, and value integrity and customer success, we invite you to help Nozomi Networks build the future of OT and IoT cybersecurity.
Diversity, Inclusion and Belonging are part of our core beliefs, at Nozomi Networks. Diversity of thought, background and culture broadens our knowledge of the world and helps us learn, grow, and gain new perspectives. What makes us all different is what makes us powerful.
Our Global Benefits
All of our benefits are customized to the country you are based in, naturally we want to get the best out of our Nozomiers, so we provide the best benefits packages, such as:
- Health & Wellness
- Financial
- Work-Life Balance
- Unparalleled Flexible Time-Off
Need to know information
Successful candidates will be subjected to background verification checks.
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What We Do
We accelerate digital transformation by protecting the world’s critical infrastructure, industrial and government organizations from cyber threats. Our solution delivers exceptional network and asset visibility, threat detection, and insights for OT and IoT environments. Customers rely on us to minimize risk and complexity while maximizing operational resilience.
