Back to jobs
New

Head of Customer Success and Renewals

United States, Dallas, Texas

Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT Cybersecurity.  We have hundreds of customers in more than 30 countries and we’re just scratching the surface.

The Global Leader of Customer Success and Renewals is a senior leadership role responsible for overseeing and enhancing the customer experience and ensuring customer retention and satisfaction on a global scale. This role involves developing and executing strategies to drive customer success, managing the renewals process, and leading a high-performing team to achieve business goals.

In this role you will:

  • Strategic Leadership
    • Develop and implement a comprehensive global customer success strategy aligned with the company's overall business objectives.
    • Lead the customer success and renewals teams to ensure consistent and high-quality customer experiences.
    • Collaborate with cross-functional teams, including sales, marketing, product development, and support, to align efforts and drive customer-centric initiatives.
  • Customer Success Management
    • Design and oversee the execution of customer onboarding, training, and support programs to ensure customers derive maximum value from the company's products and services.
    • Monitor customer health metrics, identify at-risk accounts, and implement proactive measures to improve customer satisfaction and retention.
    • Establish and maintain strong relationships with key customers, acting as a trusted advisor and escalation point for major issues.
  • Renewals and Retention
    • Develop and manage a systematic renewals process to ensure timely and successful contract renewals.
    • Analyze and optimize renewal rates, identifying opportunities to increase customer lifetime value.
    • Collaborate with the finance team to forecast and report on renewals performance and revenue.
  • Team Leadership and Development
    • Build, mentor, and lead a global team of customer success managers and renewal specialists.
    • Foster a culture of continuous improvement, professional growth, and high performance within the team.
    • Set clear performance objectives, provide regular feedback, and conduct performance reviews.
  • Performance Measurement and Reporting
    • Define and track key performance indicators (KPIs) related to customer success and renewals.
    • Provide regular reports to senior management on customer success metrics, renewal rates, and initiatives' outcomes.
    • Utilize data and insights to drive strategic decisions and improve customer success programs.
  • Customer Advocacy and Feedback
    • Serve as the voice of the customer within the organization, advocating for customer needs and ensuring they are addressed.
    • Gather and analyze customer feedback to inform product development and service enhancements.
    • Develop and manage customer advocacy programs to cultivate customer testimonials, case studies, and references.

To be successful in this opportunity, you will have:

  • Strong proven knowledge of Customer Success and what it takes to build a world class function.
  • Trusted advisor in all things relating to Customer Success and Renewals with the hands on ability to execute on process implementation and improvements.
  • Complimentary commercial rigor in renewals in being able to balance the need to drive to a renewals number and the strong performance rigor that this requires, while maintaining a customer success culture
  • Exceptional verbal and written communication skills, adept at conveying complex ideas clearly and professionally.
  • Strategic mindset.
  • Skilled at presenting through storytelling and the use of industry language.
  • Strong interpersonal skills with a strong focus on delivering outstanding customer service, fostering positive relationships, and resolving inquiries effectively.
  • Proven experience in leading Customer Success teams. Extremely advantageous if you have also managed a Renewals function.
  • Excellent organizational abilities coupled with strong attention to detail.
  • Adept problem-solving capabilities, proficient in identifying and addressing challenges proactively.
  • Demonstrated leadership acumen, capable of effectively supervising teams, providing guidance, and inspiring peak performance.
  • A customer-centric mindset and a passion for delivering outstanding service and building long-term relationships with clients.
  • Proficient with Microsoft Office Suite or related software.
  • Strong user of SFDC.

Education and Experience:

  • Bachelor’s degree required.

Who we are and what we stand for:

Nozomi Networks is the leader in OT and IoT Cybersecurity. We protect the world's critical infrastructure, industrial and government organizations from cyber threats by providing exceptional network visibility, threat detection and operational insight. We’re always innovating and we hire the best at what they do to ensure our customers always have access to fast product enhancements, exceptional engineering support and rapid deployment across continents. If you like a challenge, and value integrity and customer success, we invite you to help Nozomi Networks build the future of OT and IoT cybersecurity.

Diversity, Inclusion and Belonging are part of our core beliefs, at Nozomi Networks. Diversity of thought, background and culture broadens our knowledge of the world and helps us learn, grow, and gain new perspectives. What makes us all different is what makes us powerful.

Our Global Benefits

All of our benefits are customized to the country you are based in, naturally we want to get the best out of our Nozomiers, so we provide the best benefits packages, such as:

  • Health & Wellness
  • Financial
  • Work-Life Balance
  • Unparalleled Flexible Time-Off

Need to know information

Successful candidates will be subjected to background verification checks.

Be cautious of unsolicited messages, fake email addresses, requests for money and unclear job descriptions. Report suspicious activity to authorities. Our open job opportunities and descriptions are posted on Nozomi Networks' career page. If in any doubt please apply for opportunities on our careers website here.

If you would like to know more about our Privacy Policy, please click here. Any questions about how we process personal information, or if you would like help exercising your privacy rights please contact us using the email provided within the Privacy Policy.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Nozomi Networks’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.