Director Of Customer Success AMA

Who are we?

Checkmarx is the leader in application security and ensures that enterprises worldwide can secure their application development from code to cloud. Our consolidated platform and services address the needs of enterprises by improving security and reducing TCO, while simultaneously building trust between AppSec, developers, and CISOs. At Checkmarx, we believe it’s not just about finding risk, but remediating it across the entire application footprint and software supply chain with one seamless process for all relevant stakeholders.

We are honored to serve more than 1,800 customers, which includes 40 percent of all Fortune 100 companies including Siemens, Airbus, SalesForce, Stellantis, Adidas, Wal-Mart and Sanofi.

What are we looking for?

We are seeking a seasoned and strategic leader to oversee and manage the Customer Success function for our region across Africa, the Middle East, and Australia. This role requires a minimum of 10 years experience in managing Customer Success (CS), Services, Sales Engineering, or Technical Account Managers. The ideal candidate will have a track record of leading high-performing teams, managing complex customer relationships, and ensuring the successful adoption and growth of our products across a diverse customer base.

Key Responsibilities:

• Team Leadership & Management:
• Lead and manage the customer success team across Africa, the Middle East, and Australia, ensuring strong collaboration and alignment with business goals.
• Work closely with regional Sales Vice President to align customer success efforts with sales initiatives and targets.
• Mentor, guide, and develop a diverse, multi-national team, fostering a culture of excellence, continuous learning, and innovation.
• Provide regular coaching and performance feedback to team members.
• Manage escalations, customer issues, and drive resolutions to ensure customer satisfaction and long-term success.

Customer Health & Risk Management:

• Regularly assess and report on customer health, identifying potential risks and proactively addressing them.
• Focus on renewals and minimizing churn through effective relationship management and risk mitigation strategies.
• Manage and oversee Onboarding, Upgrade, and migration projects, ensuring timely and successful delivery.

Collaboration Across Teams:

• Work closely with Product Management, R&D, technical support teams, and Professional Services to ensure that customer requirements are met and that services are delivered on time and according to customer specifications.
• Champion the voice of the customer internally, providing valuable feedback and insights to drive product enhancements and innovation.

Customer Engagement & Communication:

• Conduct Quarterly Business Reviews (QBRs) with key customers, maintaining strong relationships and identifying opportunities for upsell or expansion.
• Manage and engage on all customer activities, including escalations, ensuring timely resolution and maintaining positive customer relationships.

Customer Advocacy & Knowledge Management:

• Be a trusted adviser and customer advocate within Checkmarx, ensuring that customers view you as a true partner in their success.
• Maintain a broad knowledge base of all Checkmarx products and services, including the latest industry trends, to serve as a resource for both customers and internal teams.

Travel:

• Willingness to travel to customer sites within the assigned regions for on-site visits, relationship building, and support.

Requirements:

Required Qualifications:

General Management & Leadership:

• Minimum 10 years’ experience managing Customer Success, Services, Sales Engineering, or Technical Account Management teams.
• Previous experience with Gainsight and SFDC (Salesforce) is a plus.
• Proven ability to manage and execute large and complex projects.
• Excellent organizational and time management skills.
• Comfortable working independently and leading a remote, global team.
• Experience managing a diverse, multinational team.
• Willingness to travel as required to support customer relationships and team engagement.

Technical Expertise:

• Strong understanding of application security testing and best practices.
• In-depth knowledge of DevOps and DevSecOps practices.
• Proficient in at least one programming language.
• Familiarity with CI/CD tools, SCM tools, and APIs.
• Ability to leverage technical expertise to assist customers and internal teams in problem-solving and solutioning.

Communication & Relationship Building:

• Confident in both written and spoken English; proficiency in other regional languages is a significant bonus.
• Extensive experience in customer-facing roles, especially with large, complex organizations.
• Ability to work effectively in a multicultural environment.

Strong presentation and negotiation skills, capable of engaging with C-suite executives and technical stakeholders