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TITLE

 

Director, Americas Customer Success

COMPANY

 

Exabeam

LOCATION

 

San Mateo, CA, US

Description

Exabeam is the leader of user and entity behavior analytics. We deliver a complete Security Intelligence Platform that enables customers to easily collect all of their security relevant data, to accurately detect complex threats, and to effectively respond to security incidents. We exponentially increase the productivity and effectiveness of valuable security operations teams by enabling them to cut through the noise of thousands of alerts and focus immediately on high-risk user profiles and behaviors.

Position Overview

Exabeam is looking for a Director, Americas Customer Success to drive the post-sale success of Exabeam’s customers in the Americas. This role leads a team of Technical Account Managers and Technical Project Managers supporting assigned portfolios of customers. In this role, you will also act as the primary Customer Success point of contact for the Americas sales leadership. You will also actively participate in the evolution of our service programs, methodologies and organization. You will be measured on NPS, renewal rates, demonstrable evidence of successful customer deployment and adoption and steadily improving scalability of the Customer Success organization. The role reports to the Sr. Director, Global Customer Success.
Responsibilities

Ensure timely, successful technical deployment of Exabeam products
Ensure adoption by our customers’ cybersecurity organizations
Validate quantitative and qualitative value with senior management
Serve as the primary source of information regarding customer deployments to all Exabeam organizations, particularly Sales, Product Management and senior management
Orchestrate response to and serve as the primary point of contact for escalated issues, collaborating closely with other Customer Success teams
Maintain active relationships with major customers – technical teams, cybersecurity practitioners and senior management
Recruit and manage TAMs and TPMs
Collaborate actively in financial planning, service program development and implementation and evolution of service delivery processes
Qualifications

5+ years experience leading cybersecurity services delivery organizations
Comprehensive understanding of SIEM and other cybersecurity technology usage among gov’t. organizations and mid and large enterprises, including familiarity with the range of technologies, their value propositions and organizational structures sponsoring and using them
Direct, extensive experience with managing large enterprise cybersecurity technology deployments
Cybersecurity practitioner experience, e.g., incident response, UEBA/Insider Threat, SOC member, a definite plus
Executive presence, written and communication skills commensurate with effective relationship building with customers’ senior management

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