Customer Success Director
Join the mission to make the digital world safer.
About Team Cymru
Team Cymru’s mission is to save and improve human lives by helping public and private sector analysts track and take down cybercriminals, visibility into global cyber threat activity and are a key intelligence source for leading cybersecurity and threat intelligence vendors.
Our Pure Signal™ platform gives enterprise security teams on-demand access to global internet traffic telemetry, providing clarity into what’s happening across the internet with a level of visibility comparable to their own internal networks. This allows organizations to close detection gaps, accelerate incident response, and get ahead of critical, recurring threats.
Team Cymru is fast-paced, distribution-focused, private equity–backed company, where your work directly supports a mission that protects millions worldwide.
We're seeking a Director of Customer Success to lead and scale our unified post-sales organization across Customer Success, Customer Support, and Customer Training & Enablement. This is a high-impact leadership role responsible for building the operating system that enables our teams and customers to maximize value while driving Gross Revenue Retention and Net Revenue Retention performance.
As Director of Customer Success, you will lead a team of Cyber Threat Intelligence specialists across complementary functions. You will be both a strategic leader and an exceptional operator, capable of transforming vision into scalable processes, measurable outcomes, and consistent customer impact. Your leadership will ensure customers operationalize our solutions effectively and realize meaningful security outcomes.
Key Responsibilities:
Lead and Scale a Unified Post-Sales Organization
Lead Customer Success Managers, Support, and Enablement teams under a cohesive strategy and operating model
Define clear team charters, ownership models, and operating cadences to deliver a consistent and high-quality customer experience
Foster a culture of accountability, collaboration, excellence, and ownership aligned with Team Cymru’s guiding principles
Build and Evolve Customer Training and Enablement
Own the strategy for customer onboarding, training programs, and role-based learning paths across segments
Develop scalable enablement assets including playbooks, training content, and adoption guides that help customers operationalize workflows
Establish structured feedback loops driven by usage data, support trends, and outcome metrics to continuously improve enablement programs
Drive Customer Outcomes, Retention, and Growth
Oversee the entire post-sale lifecycle from onboarding through renewal and expansion
Ensure success plans are clearly defined, measured, and executed with consistency
Proactively identify adoption gaps, mitigate risk, and remove blockers to customer value realization
Track and influence key health metrics including usage, onboarding velocity, sentiment, CSAT, and retention indicators
Operational Excellence and Cross-Functional Alignment
Design and implement scalable processes, playbooks, and performance frameworks that reduce ambiguity and increase consistency
Improve tooling, reporting, and data discipline to enable accurate forecasting, risk visibility, and prioritization
Build durable cross-functional partnerships with Sales, Solutions Engineering, Product, and Engineering to ensure seamless handoffs and strong voice-of-customer loops
Qualifications & Experience:
6+ years of experience in Customer Success, Customer Support, Enablement, or post-sales leadership within B2B SaaS environments
2+ years leading managers and building multi-team operating rhythms
Demonstrated success scaling customer programs through process, systems, and enablement
Experience building or significantly expanding a customer training and enablement function
Strong operational leadership skills with the ability to translate strategy into repeatable systems and measurable outcomes
Additional Skills:
Excellent executive communication and stakeholder alignment capabilities
Customer-first leadership style with a bias toward action and continuous improvement
Comfort operating in ambiguity and building structure where it does not yet exist
Bachelor’s degree or equivalent experience
Relevant Customer Success or Enablement certifications are a plus
Travel- This role requires domestic and international travel as needed.
Education and Certifications
Bachelor's degree or equivalent experience
Customer Success Certifications
Training & Enablement Certifications
Why Join Team Cymru?
At Team Cymru, we provide unmatched global threat intelligence that empowers organizations to proactively disrupt adversaries. As a Customer Success Engineer, you will be at the forefront of cybersecurity innovation, helping customers harness the full power of our threat intelligence to achieve critical business and security outcomes.
We offer a collaborative, mission-driven culture where your expertise and impact will directly contribute to improving global security.
Ready to make an impact?
Apply now and help shape the financial future of a company protecting millions worldwide.
This job description is not exhaustive. Responsibilities may evolve as needed. Team Cymru is an equal opportunity employer and welcomes applicants from all backgrounds.