Director of Customer Success

Our mission:

Cellebrite’s (Nasdaq: CLBT) mission is to enable its customers to protect and save lives, accelerate justice, and preserve privacy in communities around the world. Cellebrite is a global leader in Digital Intelligence solutions for the public and private sectors, empowering organizations to master the complexities of legally sanctioned digital investigations by streamlining intelligence processes. Trusted by thousands of leading agencies and companies globally, Cellebrite’s Digital Intelligence platform and solutions transform how customers collect, review, analyze, and manage investigative digital data in legally sanctioned investigations.

What is your mission?

The Director of Customer Success will lead a team of high-performing Customer Success Managers (CSMs) focused on accelerating impact across the entirety of the customer journey. This role requires a proactive leader who can coach and develop their team, drive adoption of scalable processes, and collaborate cross-functionally to reduce churn and drive Net Revenue Retention (NRR). The ideal candidate will combine strong leadership with a customer-centric mindset and a data-informed approach to decision-making and strategy.

Responsibilities

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.