Director Customer Success

Director Customer Success

At Promon, we protect the apps people rely on every day. Our application shielding technology is trusted by global banks, gaming giants, and tech leaders to keep data and users safe. As mobile threats continue to evolve, securing applications has become a critical priority, and a growing investment area for enterprises globally.

Promon is in the middle of a deliberate GTM transformation, consolidating commercial leadership and refocusing the post-sale function around customer outcomes, partner value, and revenue growth. Director Customer Success steps into this moment as a builder: inheriting a solid foundation and shaping the Customer Success function from the ground up in partnership with the incoming CSO.

You will lead Promon's post-sale engine across Customer Success, Partner Success, and Renewals & Expansion, accountable for NRR as the main KPI, in close collaboration with Support, Sales, Product, and Marketing.

What You'll Do

• Customer Success & Health: Drive onboarding, time-to-value, and tiered Success Plans, while implementing health scoring, EBR/QBR rhythms, and save-play motions to protect retention and prevent churn.

• Programs & VoC: Ship outcome-focused content and best-practice clinics; capture feedback to Product/Support and close the loop.

• Partner Success: Build enablement & certification; lead Partner Councils/QBRs and joint plans with Partner Sales/Direct Sales.

• Renewals & Expansion: Run the renewal engine across direct/indirect routes (incl. price uplift, license compliance); own upsell (more apps/users) while Sales owns cross-sell (new add-ons/products).

• Forecasting, Risk & Data: Install rigorous renewal forecasting and ARR risk reviews, while owning customer and partner master data quality as the foundation for scaling, automation, and sound commercial decisions.

• GTM Alignment: Partner with the CSO and Sales leadership to align CS motions with GTM priorities, translating Promon Shield and Insight capabilities into structured adoption and upsell plays; contribute CSQL-driven pipeline and support partner-led channel motions.

• People Leader & Commercial Leadership Team Member: Build, lead, and develop a high-performing team rooted in accountability, customer focus, and a bias toward action, while contributing actively to Promon's commercial leadership agenda alongside Sales, Marketing, and Partner leadership.

What You'll Bring

• Solid experience in Customer Success, Partner Success, or Renewals, with demonstrated leadership experience and the ability to build and develop a high-performing team.

• High-growth B2B SaaS experience; cybersecurity familiarity is a plus.

• Executive presence and influence, credible with C-suite customers, effective in internal commercial discussions, and able to represent CS at leadership level with clarity and conviction.

• Commercial ownership, comfortable holding a revenue number (NRR), forecasting with discipline, and translating customer health signals into financial risk and opportunity.

• Hands-on experience with Success Plans, EBR/QBR frameworks, health models, and save-play motions, combined with a data-driven mindset and strong analytics for forecasting, reporting, and designing programms that scale.

• Experience with GTM motions and go-to-market execution, including aligning Customer Success plays with product launches, partner-led growth, or channel strategy, and a track record of driving upsell and expansion revenue through close collaboration with Sales.

• Fluent in English (written and verbal), our working language.

• Familiarity with tools such as Salesforce, Customer Success platforms, CPQ, and LMS.

• Some travel required to customers and partners.

Why You'll Thrive As A Promoneer:

📱 At Promon you'll be at the forefront of game-changing technology, contributing to world-leading, future-focused innovations. Your contributions will help shape the future as we relentlessly pursue groundbreaking solutions that redefine industry standards

⛷ With our Nordic values, you'll have a chance to immerse in a Nordic work culture renowned for innovation, flat hierarchy, and inclusivity

📈 Promon is planning on significant growth in the coming years. While we are growing, so will you as we encourage and support your passion, curiosity, and goals!

🛡 You will work with some of the world's best app security experts and mobile security thought leaders

🌎 Get inspired, chat with our fun and engaging international team - share travel stories, cultural differences, and strange things to eat, while learning more about the world!

🥳 We love to celebrate - whether it's birthdays, team wins, reaching milestones, or the joy of holidays, we embrace the spirit of celebration that brings our team closer together

💪 We value Trust as the foundation of our relationships, foster Curiosity to drive innovation, infuse Fun into our daily work, and inspire Ambition to achieve excellence in all we do

Where You'll Work:

• This role is fully remote and you are ideally located in the Nordics, Germany or the UK. However, we are also open to other locations in Europe, (as long as you are available to travel). If you’re a great fit, let’s talk!

• We collaborate through various digital tools and regularly bring teams together for in-person sessions and team-building activities

Employment at Promon is contingent upon a satisfactory verification of a general background check, including education and employment verification. Any background verifications will be obtained with written consent from the individual.

Promon is an equal-opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class.

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