Head of Customer Success Strategy & Operations

Why Join Us?

Check Point’s mission is to provide industry-leading security solutions that redefine the security landscape. We achieve our mission by constantly developing innovative and cutting-edge technology solutions focused on real customer needs, while challenging ourselves to grow and excel.

Check Point’s Customer Success organization is a global team spanning EMEA, Americas, APAC and Global Accounts, responsible for adoption, value realization and retention across Check Point’s largest customers worldwide. The organization is investing in a consistent global operating model and a growing analytics and AI capability.

The Head of Strategy & Operations is the VP’s partner in building that machine. This is a builder’s role, not the administration of an existing process: the person in it will define how a global organization runs, own the frameworks it runs on, and drive the execution rhythm that turns leadership decisions into outcomes.

Key Responsibilities

Partner with the VP Customer Success and the Customer Success leadership team to define how the global organization operates and to turn leadership priorities into structured execution. The role owns the global Customer Success architecture, standards, operating cadence, performance framework, data and tooling agenda, and executive reporting.

It does not own regional execution or customer management. Regional leaders remain accountable for their organizations, people and customers. This role provides the common frameworks, governance, coordination and operational support required to operate consistently across regions, without creating a parallel management layer.

• Customer Success architecture and standards

• Define and maintain the global Customer Success operating model.

• Define the standard Customer Success service, its deliverables, engagement models, cadences and QBR expectations.

• Establish common operating standards and working practices across regions, incorporating Customer Success and Customer Advocacy practice into one model.

• Review existing processes and recommend where to simplify, standardize or retire; document approved standards and communicate them clearly.

• Strategy execution and governance

• Convert agreed leadership priorities into clear actions, owners and timelines.

• Coordinate global initiatives that require participation across regions, and support regional leaders in implementing them.

• Track progress, decisions, dependencies and open actions; follow up with owners and raise execution gaps to the relevant leader.

• Maintain visibility into the status of the organization’s key strategic and operational priorities.

• Data, systems and AI

• Own the single source of truth for Customer Success data, in partnership with Business Analytics and Sales Operations.

• Drive the Customer Success platform and tooling agenda through to rollout and adoption.

• Ensure CRM and planning systems reflect Customer Success assignments and coverage accurately.

• Champion AI-driven workflows across the organization: reporting automation, meeting and account summarization, opportunity and risk signals.

• Direct the analytics roadmap: dashboards for coverage, onboarding, adoption, risk and renewals that leadership actually uses.

• Leadership operations and executive reporting

• Own the operating rhythm and supporting materials for the Customer Success leadership team: agendas, decisions, actions.

• Prepare executive presentations, business reviews and organizational updates; consolidate regional inputs into one clear global view.

• Support the VP Customer Success with analysis and communication for senior leadership forums.

• Coordinate planning cycles and leadership summits.

• Performance framework

• Define and maintain the Customer Success KPI framework, with common definitions and reporting expectations across regions.

• Ensure regional reporting consolidates into a consistent global view, aligned with Finance and Business Analytics.

• Support the leadership team in reviewing performance, identifying gaps and agreeing follow-up actions.

• Evolve the framework as the operating model matures.

Qualifications

• Significant experience (typically 8+ years) in strategy and operations, customer success or revenue operations, chief-of-staff, or top-tier consulting roles within global technology organizations.

• A track record of building operating models, KPI frameworks or cross-regional programs at scale, not only running existing ones.

• Strong analytical and systems fluency: comfortable in Salesforce and BI tooling, and conversant in what AI can automate in a post-sales motion.

• Executive-grade communication: turns messy inputs into presentations and decisions senior leadership can act on.

• The seniority to form an independent view and challenge directors and the VP constructively, and the humility to execute hands-on.

• A global perspective with respect for genuine regional differences; a strong bias against unnecessary administration.

• Fluent English, written and spoken.