This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Join the mission to make the digital world safer. We're seeking a Director of Customer Success to lead and scale our unified post-sales organization across Customer Success, Customer Support, and Customer Training & Enablement. This is a high-impact leadership role responsible for building the operating system that enables our teams and customers to maximize value while driving Gross Revenue Retention and Net Revenue Retention performance. As Director of Customer Success, you will lead a team of Cyber Threat Intelligence specialists across complementary functions. You will be both a strategic leader and an exceptional operator, capable of transforming vision into scalable processes, measurable outcomes, and consistent customer impact. Your leadership will ensure customers operationalize our solutions effectively and realize meaningful security outcomes. Key Responsibilities - Lead and Scale a Unified Post-Sales Organization - Lead Customer Success Managers, Support, and Enablement teams under a cohesive strategy and operating model - Define clear team charters, ownership models, and operating cadences to deliver a consistent and high-quality customer experience - Foster a culture of accountability, collaboration, excellence, and ownership aligned with Team Cymru’s guiding principles - Build and Evolve Customer Training and Enablement - Own the strategy for customer onboarding, training programs, and role-based learning paths across segments - Develop scalable enablement assets including playbooks, training content, and adoption guides that help customers operationalize workflows - Establish structured feedback loops driven by usage data, support trends, and outcome metrics to continuously improve enablement programs - Drive Customer Outcomes, Retention, and Growth - Oversee the entire post-sale lifecycle from onboarding through renewal and expansion - Ensure success plans are clearly defined, measured, and executed with consistency - Proactively identify adoption gaps, mitigate risk, and remove blockers to customer value realization - Track and influence key health metrics including usage, onboarding velocity, sentiment, CSAT, and retention indicators - Operational Excellence and Cross-Functional Alignment - Design and implement scalable processes, playbooks, and performance frameworks that reduce ambiguity and increase consistency - Improve tooling, reporting, and data discipline to enable accurate forecasting, risk visibility, and prioritization - Build durable cross-functional partnerships with Sales, Solutions Engineering, Product, and Engineering to ensure seamless handoffs and strong voice-of-customer loops Qualifications - 6+ years of experience in Customer Success, Customer Support, Enablement, or post-sales leadership within B2B SaaS environments - 2+ years leading managers and building multi-team operating rhythms - Demonstrated success scaling customer programs through process, systems, and enablement - Experience building or significantly expanding a customer training and enablement function - Strong operational leadership skills with the ability to translate strategy into repeatable systems and measurable outcomes Additional Skills - Excellent executive communication and stakeholder alignment capabilities - Customer-first leadership style with a bias toward action and continuous improvement - Comfort operating in ambiguity and building structure where it does not yet exist - Bachelor’s degree or equivalent experience - Relevant Customer Success or Enablement certifications are a plus - Travel - This role requires domestic and international travel as needed. Education and Certifications - Bachelor's degree or equivalent experience - Customer Success Certifications - Training & Enablement Certifications Benefits - Collaborative, mission-driven culture - Opportunity to contribute to improving global security Company Description At Team Cymru, we provide unmatched global threat intelligence that empowers organizations to proactively disrupt adversaries. As a Customer Success Engineer, you will be at the forefront of cybersecurity innovation, helping customers harness the full power of our threat intelligence to achieve critical business and security outcomes. Ready to make an impact? Apply now and help shape the financial future of a company protecting millions worldwide. This job description is not exhaustive. Responsibilities may evolve as needed. Team Cymru is an equal opportunity employer and welcomes applicants from all backgrounds.

• Lead the development and execution of CRM strategies across the full lifecycle to maximise patient retention, customer lifetime value, and conversion • Collaborate across pharmacy, marketing, clinical, and customer service teams to elevate the patient journey at every stage • Design and execute multi-channel CRM campaigns (email, SMS, in-app messaging) • Develop lifecycle strategies to boost retention, engagement, and LTV • Optimise CRM systems for data capture, segmentation, and journey personalisation • Implement and monitor A/B testing frameworks with actionable performance tracking • Translate complex data into audience insights and predictive models • Own CRM reporting and share insights to improve cross-functional performance • Build CRM automations triggered by events, behavioural signals, and risk profiles • Launch feedback loops, journey surveys, and churn prevention strategies • Identify upsell, cross-sell and reactivation opportunities • Provide training and governance on CRM best practices and platform usage

• Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk • Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus • Initiate renewal discussions and fully own renewal narrative, strategy and execution • Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved • Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information • Define and track customer success metrics tied to each customer's business goals — not just platform usage • Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal) • Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules • Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps • Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation • Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity • Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering • Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Supervisor, Client Relationship Management Management Level Supervisor Flexible Work Option Can work remotely anywhere in the specified country Travel % Yes, 15% of the time Work Shift Day Compensation Compensation includes a base salary of $74,000.00 - $111,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Job Description This position is responsible for performing administrative and clerical duties and customer support functions for all commercial accounts across Northern America, including auction locations, private store sites, and seller payments. The Post-Sale Operations team ensures that balancing sales, payment submittals, payment approvals, transportation assistance, client reporting and client communications are completed timely and accurately for all commercial accounts throughout the nation. Each of these tasks are managed to meet the SLA of individual accounts. This position also manages relationships and communications with both internal and external clients. Job Description - Assign employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, cover for absenteeism, and overtime scheduling. - Audit all work completed by the auction administrators and Posting and Procurement dept to ensure posting accuracy of all buyers, seller, recon fees and any other contractual fees on sold transaction records across North America (Ex. Co-op, AutoIMS, Mechanic and body shop hourly rates, Remarketing fees). - Become proficient in all knowledge base requirements to resolve clients’ needs as efficiently as possible on an inbound phone queue - Calculate and post the buyer and seller's transportation assistance/promos in the appropriate system for North America commercial sales. - Collaborate with other department and locations on issues and concerns that impact team members from completing their daily tasks. - Communicate with manager on challenges, process and system changes, new accounts, etc. - Consult with Human Relations and Employee Relations on employee concerns, performance improvement plans, action disciplinary actions, recruit, interview, select, hire, and employ an appropriate number of employees. - Coordinate with auction administrators and COAST/ARSSC teams on processing payment reversals. - Develop and nurture team members strengths and identifying areas for improvement through encouragement with goal setting, feedback, employee recognition, rewards, and performance development planning. - Ensure all post sale processes are completed for all appropriate records, transmission, required reports and related administrative functions are accurate and up-to-date and are achieved by the required SLA time - Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, support, and working effectively together to enable each employee and the department to succeed. - Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation - Lead employees using a performance management and development process to meet the organization's expectations for productivity, quality, continuous improvement, and goal accomplishment - Log audit discrepancies, providing opportunities for addressing trends with performance or system issues - Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, Teams chats, and regular interpersonal communication. - Manage internal and external account relationships in assigned shared email accounts, Teams channels and phone queues by maintaining effective communications and ensuring all client requirements are met throughout North America. - Monitor team members workload and/or project progress and report on metrics. - Override Oracle hold for auction approved payment requests and file request in the corresponding electronic folder for the Internal Control audits. - Oversee day-to-day operation by providing oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures. - Prioritize daily tasks to handle high volume of tasks in a timely and efficient manner - Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary. - Review and approve all accurate payment requests and Remarketing fees/Transportation Assistance Bulk Upload received from auction locations or administrators across North America. Follow-up with location/administrator on any submission with discrepancies or missing necessary documents. - Serve as an escalation point and/or liaison for CCRs, internal teams needing assistance with more in-depth customer requests - Provide input for improvements, diagnostic tools and process changes Minimum Requirements - High school diploma or GED - 5 years of relevant experience in related field Drug Testing To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited. Benefits The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. About Us Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.