Customer Success Director

Description

Obrela Security Industries is seeking a Customer Success Director to lead and scale our Customer Success function as part of our continued growth. The Customer Success Director will own the end-to-end customer lifecycle, overall customer experience, satisfaction, retention, and expansion, ensuring that Managed Cyber Security engagements are delivered with exceptional quality, consistency, and business impact.

The ideal candidate is a senior leader with strong customer management and operational experience, a deep understanding of managed services, and solid knowledge of cybersecurity technologies and practices. This role combines strategic leadership, executive customer engagement, and cross-functional collaboration across service delivery, sales, and product teams.

Responsibilities

Customer Strategy & Leadership

• Define and own the Customer Success strategy, framework, and operating model aligned with Obrela’s business objectives.
• Lead, mentor, and scale the Customer Success team, setting performance standards, KPIs, and success metrics.
• Ensure consistent, high-quality customer experience across all managed cybersecurity engagements.
• Responsible for Partner enablement. Collaborate closely with sales to drive new commercial opportunities with local partners.

Customer Engagement & Executive Relationships

• Act as an executive sponsor for key strategic accounts, building trusted relationships with C-level and senior stakeholders.
• Oversee customer success plans, ensuring alignment with client business objectives, risk posture, and security maturity goals.
• Drive customer advocacy, satisfaction, retention, and long-term value realization.

Service Delivery & Operational Excellence

• Partner closely with Service Delivery, SOC, and Operations teams to ensure flawless execution, SLA adherence, and proactive issue resolution.
• Oversee and optimize customer onboarding, adoption, and lifecycle management processes.
• Ensure customer insights and feedback are systematically captured and translated into service and process improvements.
• Manage a team of Service Delivery managers

Commercial Growth & Revenue Impact

• Collaborate with Sales and Account Management to support renewals, upsells, and cross-sell opportunities.
• Own customer health, churn prevention, and expansion strategy across the portfolio.
• Provide strategic input into pricing, packaging, and service positioning based on customer and market insights.

Reporting, Value Demonstration & Market Awareness

• Oversee the creation of executive-level reports, dashboards, and QBRs demonstrating Obrela’s value and impact.
• Maintain strong awareness of cybersecurity trends, competitive landscape, and MSS market dynamics, translating insights into customer and business strategy.
• Act as a voice of the customer internally, influencing roadmap and service evolution.

Requirements

• University degree in Computer Science, Information Technology, or a related field.
• Relevant Master’s degree is considered a strong advantage.
• 5+ years’ experience in Cyber security related roles
• Proven experience managing enterprise or strategic customer portfolios in managed services or cybersecurity environments.
• Strong background in project and program management, with demonstrated success improving service delivery outcomes.
• Solid understanding of current cybersecurity threats, trends, and managed security service models.
• Experience working with distributed or remote teams.
• Strong leadership and collaboration skills across Sales, Pre-Sales, Product, and Service Delivery.
• Excellent executive-level communication, presentation, and negotiation skills.
• Ability to build, maintain, and lead long-term, trust-based customer relationships.
• Native Greek speaker.
• Fluent in English (written and verbal).
• Experience with Customer Success platforms, CRM systems, and project management tools is an advantage.

Benefits

• Dynamic and people-first environment that values respect, agility, and work/life balance.
• Continuous coaching and leadership development, including hands-on exposure to cutting-edge cybersecurity services.
• International career growth opportunities, working with diverse and highly skilled professionals.
• Competitive compensation package, aligned with experience and leadership impact.
• Performance-driven rewards designed to recognize both individual and team success.