Director – Customer Success

Job Description

Key Responsibilities

Customer Success Leadership

• Lead and develop the APAC Customer Success organization, fostering customer advocacy, accountability and operational excellence.
• Execute the regional Customer Success strategy in alignment with global objectives.
• Recruit, coach, develop and retain talent across the region.
• Develop regional coverage and engagement models aligned with the global CS strategy, customer needs and available capacity.

Customer Relationships and Technical Leadership

• Serve as an executive sponsor for strategic customers and build trusted relationships with CISOs, CIOs and other senior stakeholders.
• Help customers achieve value from Check Point’s solutions and services.
• Lead customer escalation coordination, aligning Support, Engineering, Services and account teams on clear ownership, communication and resolution plans.
• Engage confidently in both executive discussions and technical reviews of complex, mission-critical environments.

Retention and Growth

• Drive customer value, retention and renewal readiness in partnership with Sales and Renewals teams.
• Use customer health insights to identify risks early and coordinate mitigation.
• Identify expansion opportunities and support strategic account planning with Sales.
• Promote adoption and value realization throughout the customer lifecycle.

Cross-Functional and Partner Collaboration

• Represent customer priorities and feedback within Check Point.
• Collaborate with Product Management and Engineering on customer needs and product improvements.
• Partner with Support and Professional Services to deliver a coordinated customer experience.
• Work with account teams and partners to clarify responsibilities and coordinate customer outcomes across the lifecycle.
• Support customer advocacy, references and success stories with Marketing.

Operational Excellence

• Establish and monitor regional KPIs, dashboards and business reviews aligned with global standards.
• Provide leadership with a clear, evidence-based view of customer health, retention risks, coverage and resource requirements.
• Drive consistent processes and share effective practices across regions.
• Ensure customer action plans have clear owners, next steps and follow-through.

Qualifications

Required Experience

• 10+ years of experience in Customer Success, Account Management, Professional Services, Technical Sales or related customer-facing roles.
• 5+ years of people leadership experience managing geographically distributed teams.
• Experience serving enterprise customers in cybersecurity, networking, cloud or enterprise software.
• Demonstrated experience leading engagements in complex, mission-critical environments, including major escalations and coordination with technical teams.
• Proven success improving customer retention, adoption and growth across complex customer portfolios.
• Experience operating within a highly matrixed global organization.

Leadership and Skills

• Strong executive presence and the ability to build trusted customer relationships.
• Ability to influence senior stakeholders and align teams across organizational boundaries.
• Experience leading teams through growth and change.
• Strong understanding of cybersecurity technologies and enterprise infrastructure.
• Sound commercial judgment and a practical, hands-on approach to problem-solving.
• Clear communication, presentation and negotiation skills.
• Strong analytical skills and experience using customer success platforms, CRM systems and customer health frameworks.
• Willingness to travel regularly across APAC to engage customers, partners and internal teams.

Additional Information