Lead and develop a team of Strategic Customer Success Managers, drive product adoption, and build executive-level customer relationships while enhancing operational efficiencies.
Description
Silverfort is on a mission to bring identity security everywhere – to every human, machine, and AI agent, both on-prem and in the cloud. Our unique technology secures identities & access at runtime, in ways that weren’t possible before. With the broadest identity security platform in the market, trusted by more than 1,000 customers including many Fortune 100 companies, Silverfort is uniquely positioned to lead the fast-growing identity security category.
We are looking for a Director of Customer Success, Strategic Accounts (US) to join our Customer Success leadership team and lead a high-performing group of Strategic Customer Success Managers. In this role, you will build executive-level customer relationships, drive meaningful product adoption, and ensure customers realize measurable and sustained value from Silverfort. You will coach and develop the team with clarity and empathy, while building the operating systems and cross-functional alignment required to scale strategic customer outcomes.
Responsibilities- Lead and develop a team of Strategic CSMs through weekly 1:1s, coaching, performance management, and career development
- Own the Strategic CS operating rhythm, including customer health, adoption KPIs, renewal risk visibility, and executive reporting
- Drive scalable onboarding, engagement, and value-realization programs tailored to strategic accounts
- Partner with Sales/Account Executives on account strategy, mutual success plans, and coordinated executive engagement
- Serve as an escalation leader for strategic customers, ensuring timely resolution and clear cross-functional accountability
- Review and optimize the programs, processes, and resources needed to strengthen onboarding, adoption, retention, and expansion readiness
- Maintain strong cross-functional partnerships with Sales, Product, Support, Marketing, and RevOps—acting as a connector to remove blockers and drive customer outcomes
- Lead the account planning process for priority accounts, ensuring plans are measurable, actionable, and aligned with customer goals
- 6+ years of relevant experience in Customer Success, Technical Account Management, or a similar customer-facing role in an enterprise software company
- 3+ years of people management experience leading Customer Success or account-focused teams
- Proven track record implementing processes that improve operational efficiency, drive adoption, reduce churn risk, or resolve customer challenges at scale
- Demonstrated ability to manage to outcomes such as adoption, retention/renewal health, customer sentiment (NPS/CSAT), and expansion influence
- Experience engaging with executive stakeholders (CIO/CISO/IT leadership) and navigating complex, multi-stakeholder accounts
- Strong analytical and operational rigor: ability to use qualitative and quantitative data to diagnose risks/opportunities and drive execution
- Cybersecurity and/or identity domain knowledge is a plus; ability to learn the domain quickly is required
- Willingness to travel up to 25%
Top Skills
Customer Success
Technical Account Management
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