Director of Customer Success - Remote

Overview

The Director of Customer Success is a senior role within the Customer Experience department, pivotal in aligning customer needs with company goals, fostering strong relationships, and shaping the future of our customer success initiatives.

In Short

• Serve as the primary point of contact for assigned accounts, building and nurturing trusted relationships with key stakeholders.
• Conduct regular check-ins and Q/Y business reviews to assess client satisfaction and needs.
• Monitor customer health metrics, proactively address churn risks, and develop strategies to improve retention and loyalty.
• Identify and act on upselling and cross-selling opportunities to drive customer growth.
• Track and report on account performance, customer feedback, and retention metrics to internal stakeholders.
• Address customer concerns promptly and effectively while balancing company interests.
• Collaborate with cross-functional teams (Sales, Product, Support) to enhance the customer experience.
• Guide new customers through onboarding, ensuring a seamless product adoption process.
• Provide tailored training, resources, and ongoing support to meet client needs.
• Mentor junior team members and contribute to shaping strategic initiatives.

Requirements

• 8+ years of experience in Customer Success or related roles.
• 4+ years in a leadership role within a cybersecurity SaaS company.
• Deep understanding of the cybersecurity domain.
• Strong business acumen and ability to articulate customer ROI.
• Exceptional analytical skills to derive actionable insights from data.
• Outstanding executive presence and excellent storytelling abilities.
• Familiarity with ticketing systems such as Jira, Zendesk, and Salesforce.
• Strong problem-solving skills and ability to troubleshoot complex issues.
• Excellent verbal and written communication skills.
• A customer-first mindset with empathy and patience.

Benefits

• Be part of a team leading the cybersecurity frontier.
• Engage with challenging technologies and innovative solutions.
• Work in a collaborative environment with industry experts.
• Opportunity to shape the future of secure browsing.
• Mentorship and development opportunities.