EasyDMARC is an all-in-one Email Security solution for securing an organization's domain and email infrastructure. Our solution is designed to prevent companies from data leakage, protect them from financial loss, and counter email phishing attacks.
EasyDMARC is seeking a strategic, execution-oriented Head of Customer Success to lead and scale our global Customer Success function as we enter the next phase of growth.
This role is responsible for driving customer outcomes, maximizing retention, and accelerating expansion revenue across our direct customer base. The Head of Customer Success will build a modern, metrics-driven CS organization that delivers measurable value to customers while serving as a key growth lever for the business.
This is a senior leadership role with clear ownership of Net Revenue Retention (NRR), Gross Retention, customer adoption, and expansion influence, working in close partnership with Sales, Marketing, and Product.
Core Objectives
- Build and execute a Customer Success strategy aligned to EasyDMARC’s growth goals
- Drive best-in-class customer onboarding, adoption, retention, and expansion
- Scale a high-performing CS team with clear roles, playbooks, and success metrics
- Position Customer Success as a strategic growth partner across the business
- Change the mindset of the CS team to create more focus on cross- and up-sell
Job Responsibilities
Customer Success Strategy & Leadership
- Define and own the Customer Success operating model, including segmentation, coverage, onboarding, renewals, and expansion motions
- Build, lead, and develop a high-performing team of Customer Success Managers
- Establish clear success metrics including Gross Retention, Net Revenue Retention (NRR), expansion contribution, product adoption, and customer health
- Create scalable playbooks for onboarding, lifecycle management, renewals, and risk mitigation
Retention, Expansion & Revenue Growth
- Own customer renewals and churn prevention across the direct customer base
- Partner closely with Sales to identify, qualify, and close expansion opportunities (upsell and cross-sell)
- Enable CSMs to uncover expansion opportunities through value delivery—not transactional selling
- Collaborate with Marketing on customer-led growth programs, including campaigns, customer marketing, and advocacy
Customer Experience & Value Delivery
- Ensure customers realize clear, measurable value from EasyDMARC’s platform
- Actively communicate new product capabilities and roadmap updates to customers
- Drive consistent executive engagement with strategic and enterprise customers
- Champion the voice of the customer internally to influence roadmap, packaging, and positioning
Cross-Functional Collaboration
- Serve as the primary liaison between Customer Success, Sales, Product, and Marketing
- Provide structured feedback to Product on customer needs, adoption blockers, and competitive insights
- Partner with Marketing to improve enablement, messaging, and customer-facing assets
- Represent EasyDMARC externally at industry events, conferences, and customer forums
Required Qualifications
- 7+ years of experience in Customer Success, Account Management, or related roles in B2B SaaS
- Proven experience leading and scaling a Customer Success team
- Demonstrated success driving retention and expansion in a subscription business
- Strong understanding of SaaS metrics including NRR, GRR, churn, CAC/LTV, and product adoption
- Experience working cross-functionally with Sales, Product, and Marketing
- Excellent communication, executive presence, and stakeholder management skills
- CRM proficiency (Salesforce or similar) and comfort with CS tooling and data
- Bachelor’s degree in business, marketing, or a related field (preferred)
- Background in cybersecurity, email security, or enterprise IT solutions is a strong plus
What Success Looks Like
- Consistent Net Revenue Retention above industry benchmarks
- Predictable renewals and reduced churn across all customer segments
- Clear expansion pipeline sourced and influenced by Customer Success
- Increase of cross- and upsell opportunities and building a CS team that is ready to introduce new products and services to the existing direct customers
- High customer satisfaction, advocacy, and referenceability
- A scalable CS organization ready to support EasyDMARC’s next stage of growth
Additional information
Individuals seeking employment at EasyDMARC are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable laws.