Customer Success Data Lead (Cybersecurity)

TL;DR

Customer Success Data Lead (Cybersecurity): Leading the analytics function for Customer Support and Success teams to turn interaction data into actionable insights with an accent on operational efficiency and customer satisfaction. Focus on defining core KPIs, building scalable dashboards, and identifying root causes of customer friction.

Location: Tel Aviv

Company

Kape is a cybersecurity company dedicated to enhancing digital experiences through privacy and protection, operating globally with over 1,000 employees.

What you will do

• Lead and mentor a team of analysts to maintain high analytical standards and a business-focused mindset.
• Analyze end-to-end customer support journeys, including tickets, resolution paths, and escalations.
• Monitor and optimize key metrics such as CSAT, NPS, FCR, AHT, and churn signals.
• Build and maintain scalable Tableau dashboards for real-time performance tracking.
• Partner with Data and Engineering teams to ensure the quality and reliability of datasets.
• Translate analytical insights into actionable recommendations for product and experience improvements.

Requirements

• Proven experience working within a Customer Support / Customer Success environment.
• 5+ years of experience in Data Analytics, BI, or Product/Support Analytics.
• 1–2 years of experience in a leadership role.
• Strong SQL skills and experience working with large datasets.
• Proficiency with BI tools (e.g., Tableau) and dashboard design.
• Fluent English proficiency.

Nice to have

• Experience with experimentation, such as A/B testing.

Culture & Benefits

• Opportunity to work with a global team across 10 different locations.
• Mission-driven environment focused on creating a safer, more secure digital world.
• Role within a high-growth industry providing world-leading online privacy and security services.