About this opportunity
Silverfort lists this Vice President of Customer Success opportunity in austin, Texas. Review the employer’s description below for duties, qualifications and application requirements.
Job description
As VP of Customer Success, you’ll lead and scale our global CS organization across Strategic, Enterprise, Commercial, and Digital Touch segments, with a track record of driving revenue growth while protecting and improving NRR
You’ll own adoption, renewal, and expansion, partnering closely with Customer Solutions, Sales, Product, Engineering, Support, and Marketing to ensure customers realize measurable value from our platform
Lead and scale a global Customer Success organization spanning Strategic, Enterprise, Commercial, and Digital Touch segments, with the right coverage model and team structure for each
Own retention and expansion outcomes, driving industry-leading NRR through proactive account management, risk mitigation, and expansion motions
Partner with Sales leadership on account planning, renewals, and expansion strategy to drive predictable, scalable revenue growth
Deliver a scalable Customer Success model (segmentation, playbooks, health scoring, QBRs, escalation paths) that works across a global, multi-region customer base
Serve as an executive sponsor for top strategic accounts, building trusted relationships with customer executives and champions
Collaborate cross-functionally with Product, Engineering, Support, Sales, and Marketing to close the loop on customer feedback, drive product adoption, and inform roadmap priorities
Build and mentor a high-performing, people-first leadership team; recruit, develop, and retain top CS talent globally
Track and report on key CS metrics (NRR, GRR, churn, expansion, adoption, CSAT/NPS, health scores) to executive leadership
Champion a customer-centric culture across the company, ensuring the voice of the customer influences strategy at every level
Benefits
Silverfort Care & Wellness: Employees’ wellbeing matters, which is why we reimburse up to $100 USD monthly for personal care and wellness
Stock Options Plan: All permanent employees receive stock options since they are fundamental to our success
Personal Development Sessions: Learn new skills and tools with our quarterly workshops and personalized development programs
Quarterly Recharge Days: In addition to your annual leave, we have quarterly recharge days so our entire team can enjoy a long weekend
Volunteering initiatives: We believe in giving back, and offer paid leave to volunteer for a cause or charity of your choice
Company events: We host the best parties, QBRs, SKOs and more. Check out our photos to see some of the fun we’ve had together over the years
Experience & Qualifications
Excellent executive presence; comfortable engaging with C-level customers
Experience operating in a global, multi-region organization, with cultural fluency and experience managing distributed teams
Demonstrated experience managing a multi-segment coverage model — Strategic, Enterprise, Commercial, and Digital Touch/Tech Touch customers — with tailored strategies for each
10+ years in Customer Success, Account Management, or related revenue leadership roles, with 5+ years leading global CS organizations at scale
Strong cross-functional collaboration skills; a track record of effectively partnering with Sales, Product, Engineering, and Marketing leaders as true peers
Experience in the security/cybersecurity industry strongly preferred
A track record of leading a CS organization responsible for $100M+ in revenue, with direct, specific experience helping scale that business while maintaining industry-leading NRR (able to speak concretely to the strategies, systems, and team changes that drove that outcome)
A genuine people-first leadership style — someone who invests in developing managers and ICs, builds trust across a global team, and leads with empathy alongside accountability
Deep fluency in CS operating metrics and systems (NRR/GRR, churn, health scoring, CS platforms such as Gainsight/ChurnZero/Planhat, CRM tools)
Proven experience supporting both SaaS and on-premise/hybrid deployment models
Experience in identity security, cloud security, or adjacent infrastructure security categories
Experience through a hyper-growth stage
Success with land and expand sales motion
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Worksite address
austin, TX, 78716, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.