Director Customer Success

About Promon and Role Overview

Promon delivers trusted application shielding technology protecting apps used by leading global banks, gaming companies, and technology firms, securing data and users against increasing mobile threats. As part of a strategic go-to-market transformation, Promon is refining its post-sale functions focused on customer outcomes, partner value, and revenue growth, seeking a Director of Customer Success to lead and shape the Customer Success division alongside the incoming Chief Sales Officer.

Key Responsibilities

• Lead the post-sale efforts encompassing Customer Success, Partner Success, and Renewals & Expansion with accountability for Net Revenue Retention (NRR).
• Drive customer onboarding, accelerate time-to-value, establish tiered success plans, implement health scoring systems, and organize Executive and Quarterly Business Reviews to maintain retention and minimize churn risks.
• Develop outcome-driven programs and best-practice workshops, manage Voice of the Customer feedback loops to Product and Support teams ensuring closure and responsiveness.
• Build partner enablement and certification programs, lead Partner Councils and joint planning sessions with Partner Sales and Direct Sales teams.
• Manage renewal processes across direct and indirect channels, including price adjustments and license compliance, and drive upsell efforts while Sales manages cross-sell opportunities.
• Implement rigorous renewal forecasting, assess annual recurring revenue risk, and ensure quality of customer and partner master data to support automation and strategic decision-making.
• Collaborate closely with Sales leadership to align Customer Success initiatives with GTM priorities, translating product capabilities into adoption and upsell strategies and supporting partner-led channels.
• Lead and nurture a high-performing team instilled with accountability and customer orientation, while actively engaging with the wider commercial leadership team including Sales, Marketing, and Partner leadership.

Required Qualifications and Experience

• Proven leadership in Customer Success, Partner Success, or Renewals with the ability to build and grow successful teams.
• Experience in high-growth B2B SaaS companies; knowledge of cybersecurity is advantageous.
• Strong executive presence, capable of engaging C-suite clients and participating effectively in high-level commercial discussions.
• Accountability for revenue targets such as NRR, proficient in disciplined forecasting, and translating customer health metrics into financial risks and opportunities.
• Practical expertise with Success Plans, business review structures, health scoring models, and save-play tactics, supported by a strong analytical and data-driven approach.
• Experience aligning Customer Success with go-to-market strategies including product launches and channel partner growth with a record of driving upsell and expansion revenue.
• Fluency in English, both written and spoken.
• Familiarity with CRM and related tools such as Salesforce, Customer Success platforms, Configure Price Quote (CPQ) software, and Learning Management Systems (LMS).
• Willingness to travel occasionally to engage with customers and partners.

Additional Information and Culture

At Promon, employees contribute to cutting-edge, industry-leading innovations and benefit from a Nordic-inspired culture emphasizing flat hierarchy, inclusivity, and continuous personal growth alongside company expansion. The team environment promotes trust, curiosity, fun, and ambition. The position is fully remote with a preference for candidates based in the Nordics, Germany, or the UK, although other European locations are considered if travel availability exists. Collaboration is supported with digital communication tools and periodic in-person gatherings. Employment requires successful completion of background checks, including education and work history verification, with written consent.

Equal Opportunity and Diversity

Promon commits to equal employment opportunity and values diversity and inclusion, prohibiting discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or other protected classifications.