Responsibilities
- People Management & Mentorship: Lead a team of CSMs and Renewal Reps. Own the full talent lifecycle: hiring, onboarding, weekly 1:1s, and career pathing.
- The "Deal Strategist": Lead weekly account reviews. You aren't just checking boxes; you are pressure-testing renewal strategies, identifying expansion "white space," and coaching your team on how to navigate complex SAP/Cybersecurity stakeholders.
- Operational Excellence: Partner with the VP of Customer Success to refine the regional customer journey. Document scalable best practices and ensure the team is utilizing "Extreme Ownership" to manage their books of business.
- Cross-Functional Advocacy: Act as the primary regional "Voice of the Customer" for Product and Sales, ensuring that field insights (from your different team portfolios) are synthesized into actionable product requirements.
- Elite Account Management: Personally owns 4–6 of Onapsis’ most complex, high-value flagship / T1 accounts.
- Model the "Gold Standard": Use your personal portfolio to pilot new playbooks, EBR formats, and expansion strategies. You lead by example, showing your team what a "Board-level" business review looks like in the cybersecurity space.
- Commercial Ownership: Manage the end-to-end lifecycle for your select accounts, ensuring ARR is protected and grown through proactive risk mitigation and value realization.
Requirements
- 6+ Years in Customer Success/Account Management: Proven track record in the Enterprise space, specifically navigating the complexities of Cybersecurity, ERP, or high-stakes Infrastructure software.
- 2+ Years of People Leadership: Direct experience managing a team of 5+ individual contributors. You should have a documented history of hiring, developing talent, and managing underperformance with radical candor.
- Complex Stakeholder Navigation: Expertise in managing "Board-level" relationships within Global 2000 organizations, specifically engaging with C-Suite personas (CISO, CIO, CTO).
- The "Commercial Edge": A history of owning $5M+ in aggregate ARR, with a consistent record of meeting or exceeding targets.
Nice to Have
- Proficiency in German is highly desirable but not strictly required.
Team
Structure: team of CSMs and Renewal Reps
