Senior Director, Global Customer Success

Synack’s Penetration Testing as a Service platform manages customers’ attack surfaces by discovering new assets, pentesting for critical vulnerabilities and gaining visibility into the root causes of security risks. We are committed to making the world more secure by harnessing a talented, vetted community of security researchers to deliver continuous penetration testing and vulnerability management, with actionable results. Synack's PTaaS platform has uncovered more than 71,000 exploitable vulnerabilities to date, protecting a growing list of Global 2000 customers and U.S. agencies in a FedRAMP Moderate Authorized environment. For more information, please visit www.synack.com.

We are seeking a strategic and operational leader to own and scale our Global Customer Success organization, spanning Customer Success Management (CSM), Technical Account Management (TAM), Customer Success Support (CSS), and Customer Success Operations. The Senior Director will set the global vision and strategy across these functions, driving customer health, renewals, and growth while ensuring customer-centric service delivery, operational excellence, and scalability worldwide. This role provides leadership to a global team, including people managers and select individual contributors.

Sounds interesting? Keep reading...

Here’s what you'll do

• Strategic Initiatives & Programs
  • Set the global vision and strategy for Customer Success Management (CSM), Technical Account Management (TAM), Customer Success Support (CSS), and CS Operations, aligning with company growth goals.
  • Drive innovation and excellence across all CS functions, ensuring consistent customer outcomes and scalable best practices worldwide.
  • Lead the design and execution of global frameworks and programs, including PODs, Customer Segmentation, Expansion Dashboard, Risk Management, and the Executive Sponsor Program.
  • Oversee deployment and optimization of CS tools and technologies (e.g., ChurnZero, Salesforce, Zendesk), ensuring automation, reporting, and enablement deliver measurable business value.
  • Own the roadmap requirements process with Product & Engineering to ensure customer-facing teams’ needs are prioritized.
  • Guide incident reduction initiatives, collaborating with the CTO, Product, and Research teams to minimize escalations and drive proactive customer stability.
• Leadership & Team Enablement
  • Provide leadership to a global organization that includes both people managers and individual contributors.
  • Lead day-to-day execution of global TAM, Support, and CS Operations teams, ensuring alignment with the company’s vision for customer-centric service delivery.
  • Implement and evolve processes, job roles, and performance expectations to ensure clarity and accountability across functions.
  • Develop, coach, and scale leadership talent across CSM, TAM, CSS, and Support to drive accountability and execution.
  • Define and adjust commission and incentive structures in partnership with Finance.
  • Manage KPIs, workforce planning, and regional alignment across TAM, Support, and CS Ops aligned to business growth objectives.
  • Ensure alignment between Customer Success and Sales leadership through consistent operating rhythms and executive engagement.
  • Collaborate cross-functionally (Sales, Product, Marketing, Engineering) to ensure operational processes support broader Customer Success strategies and deliver a seamless customer experience.

Here’s what you’ll need

• 10+ years of progressive management and leadership in Customer Success, Account Management, or related post-sale roles in SaaS.
• 5+ years experience in Cyber and/or Application Security.
• Ability to confidently present to C-level executives (internally & externally), influence decision-making, and tailor messaging for different audiences.
• Proven ability to set vision while driving tactical programs to deliver measurable outcomes.
• Expert in Customer Success metrics (renewal, churn, expansion, GDR, NDR, CSAT, health scores), with the ability to translate data and insights into strategy, process improvements, and execution.
• Demonstrated track record of driving renewals, customer adoption, and expansion.
• Experience in Customer Success technology stack (ChurnZero, Clari, Salesforce, Zendesk).
• Data-driven and process-oriented, with the ability to translate insights into strategy and execution.
• Experience managing managers and ICs across geographies.

Ready to join us?

Synack is committed to embracing diversity. Our people are our strength.  Each addition to our team is an opportunity to grow and diversify our ideas, experiences, and viewpoints. Synack strives to be inclusive of all people. 

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This position has responsibility to ensure Synack’s security and privacy posture is maintained.

$240,000 - $280,000 Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. The compensation package for this position may also include equity, and benefits.
For more details about our benefits, please see here. Then for the Employer code, enter: synack