Cellebrite Director Customer Success 

United Kingdom 

689672151

Leadership and Team Development:

• Coach team members on prioritizing their time and managing their books of business by leveraging a heightened understanding of data.
• Encourage team members to drive customer conversations with a data-informed approach, asking insightful questions that surface key opportunities and challenges.
• Provide scalable solutions where appropriate, focusing on efficiency and impact across the customer base.
• Build rigor in data and metric reviews, ensuring insights drive decisions and improvements.
• Foster self-awareness and systems thinking within the team to promote accountability and growth.

Customer Success Strategy:

• Enable team members to execute on CS strategies that align with business objectives to drive NRR growth and customer retention.
• Work with a customer-first mindset while balancing the needs of the team and the organization.
• Elevate the voice of the customer to Product and other cross-functional teams, ensuring feedback informs roadmap priorities and improvements.
• Cascade high-priority information effectively through appropriate channels to ensure alignment across the organization.

Process Design and Improvement:

• Implement and optimize scalable customer success processes to enhance efficiency and drive measurable outcomes.
• Monitor and motivate behaviors linked to MBO achievement as well as additional KPIs for churn reduction, NRR, customer health scores, and engagement metrics.
• Promote critical thinking and systems-based solutions to address root causes of challenges and identify new opportunities.

Cross-Functional Collaboration and Advocacy:

• Act as the voice of the customer and team internally, representing their needs and successes to Product, Marketing, Engineering, and other departments.
• Influence stakeholders and drive alignment to ensure the delivery of impactful customer outcomes.
• Use discretion to recommend the proper level of escalation required based on flagged risks surfaced by team members.

Change Management and Communication:

• Lead the team through organizational and industry changes, maintaining focus on business priorities and fostering resilience, while keeping our customers at the center.
• Communicate effectively across all levels, from executives to individual contributors, ensuring clarity and alignment.

Required Skills:

• Critical Thinking: The ability to analyze situations, anticipate challenges, and propose effective solutions.
• Data-Informed Leadership: Decision-making, prioritization, and storytelling rooted in data insights.
• Effective Communication: Clear and concise messaging tailored to diverse audiences.
• Influence and Stakeholder Alignment: Building consensus and driving collaboration across teams.
• Leading Through Change: Navigating complexity and uncertainty with confidence and empathy.
• Prioritization and Focus: Balancing competing demands to achieve the most impactful outcomes.
• Self-Awareness: Understanding personal strengths and areas for growth to lead authentically.
• Systems Thinking: Recognizing interdependencies and creating solutions that address broader organizational goals.

Qualifications:

• Bachelor’s degree in business, Technology, or a related field.
• 5+ years of experience in customer success or a related field, with at least 3 years in a leadership role.
• Proven track record of reducing churn and driving NRR in a technology or SaaS environment.
• Experience designing and implementing scalable processes in dynamic, global organizations.
• Strong leadership and interpersonal skills, with the ability to inspire and motivate teams.
• Analytical mindset with the ability to use data to drive decisions and demonstrate ROI.
• Experience working with law enforcement, governmental agencies, or in Digital Intelligence is an advantage.
• Willingness to travel as needed.