Overview

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: 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.

Responsibilities

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

Ways of Working

• •Work closely with the VP Customer Success and regional Directors
• •Combine strategic thinking with hands-on execution; influence through expertise, structure and credibility rather than hierarchy
• •Keep processes practical; simplify before adding

Success in the First Year

• •A defined, documented and used global Customer Success operating model, with clear standards for deliverables, engagement and QBRs
• •One KPI framework with consistent definitions, consolidated into a global leadership view Finance agrees with
• •A Customer Success data and platform foundation the organization trusts: one source of truth, dashboards leadership runs its cadence on
• •Clear ownership and follow-through on strategic initiatives, with execution gaps surfaced early
• •Less duplication and administrative load across the organization