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CS Team Lead

Panorays is changing the way businesses manage their third-party security by helping them save millions of dollars with automation, efficiency, and reduced risk. As our market spans across companies of all sizes, in multiple industries and locations, the Customer Success team plays a key role in ensuring the company’s expansion.

We’re looking for a Customer Success Team Lead. This position requires an extremely positive approach to leading and inspiring the team to thrive in a fast-paced setting, achieve success in a goal-oriented environment, and convert challenges into opportunities.

If you have a successful track record in transforming customer success teams to better achieve and exceed their goals, while maintaining an outstanding customer experience, this is the opportunity for you. 


Key Responsibilities:

  • Be a leader of “A” players; hire, enable, coach, and develop your team.
  • Accelerate the capability of new hires by providing quality onboarding and development programs.
  • Be hands on, personally manage customers to always know the trends, pains and ways to achieve exceptional customer satisfaction.
  • Create a culture of high performance, productivity and focus within your team. Use best practices to drive growth and continuous improvement.
  • Establish a strategic and disciplined approach to Net Revenue Retention and Logo Retention. Strongly encourage utilization of tools and technology, developing best in class capabilities around the entire customer journey.
  • Communicate regularly with Leadership on forecasts and account activities. Provide detailed analysis of team performance and solutions for improving effectiveness.
  • Be a trusted advisor to our customer. Focus on understanding, analyzing and solving customer challenges to continually deliver value. Putting the customer first is the priority and we expect you to role model that commitment for your team.

Preferred Skills and Experience:

  • 5 years of Customer Success experience with 2-5 years progressive leadership experience in a management role – Must.
  • Experience from a B2B SAAS company – Must.
  • A proven track record in achieving and exceeding quota, building and developing Customer Success professionals.
  • Track record of onboarding, developing a team and leading them to success.
  • Demonstrated proficiency of leveraging technology to automate the customer journey.
  • History of being a compassionate problem solver with great communication skills, attention to detail, and a strong passion for user experience and customer happiness
  • Native or fluent English – Must.


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