Own and drive GRR across North America and Europe, accountable for retention.
Develop strategies to reduce churn, renewals, and maximize LTV.
Build a proactive retention engine identifying risks and mitigating churn early.
Lead executive escalations and manage relationships with strategic customers.
Conduct Executive Business Reviews (EBRs/QBRs) aligned with outcomes.
Build, mentor, and develop a world-class CS organization focused on accountability.

🎯 Requirements

8+ years in Customer Success, Retention, or related leadership roles.
3+ years leading CS orgs within cybersecurity or SaaS.
Proven track record of improving GRR, reducing churn, and driving outcomes.
Experience managing Mid-Market, Enterprise, and strategic portfolios.
Strong executive presence with ability to build C-level relationships.
Deep understanding of customer health frameworks, retention forecasting, and success planning.

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