Rafay Systems has appointed Cathy Grim as Vice President of Customer Success. In her new role, Grim will lead Rafay’s Customer Success and Technical Support Teams, while working to implement customer initiatives to propel broader adoption of the Rafay platform within customer accounts, and increasing end user satisfaction.
Prior to Rafay, Grim led Customer Success and Support at Cylance where she was instrumental in scaling the team to take the company from zero to more than 4,500 customers in six years. While there, she created scalable and repeatable onboarding processes which both shortened the sales cycle while also ensuring the quickest time-to-value for their customers.
Her team’s Customer Satisfaction (CSAT) scores were consistently above 97 percent and realized renewal rates greater than 95 percent. Cylance was acquired by Blackberry in 2019, where Grim led the Customer Support and Success integration efforts post sale. Since that time, she has provided consulting to other startups who were building their customer bases and just starting their Customer Success programs.
“I am thrilled to be joining a team that values their customer relationships so highly,” said Grim. “It’s very exciting to me to see how passionate customers are about the Rafay team and the Kubernetes Operations Platform and I look forward to growing that sentiment as the company grows.”