Director, Customer Success

About the Role

The Director of Customer Success will play an important role in helping our customers transform the way they assess and address security risk. The SecurityScorecard Customer Success team is responsible for ensuring customers realize maximum value from our platform. They delight customers by understanding their organizational goals and unique challenges, then helping operationalize the platform to improve their process and security program.

In this role, you will lead a team of CSMs who own and manage strategic customer relationships. You will be accountable for the success of your team and their customers. You will share your understanding of CS best practices, cybersecurity and of our products & services to ensure the team is delivering value, developing trust and expanding relationships with the customers under your care.

Key Responsibilities

• Hire, train, coach, develop and lead team of customer success managers in enabling our customers to reach maximum value
• Drive gross and net retention outcomes for your team and region from strategy development, efficient execution, and forecasting
• Help continuously improve the customer journey and develop and build our CSM team best practices
• Model world class customer success and be an advocate for the voice of the customer in product testing and design
• Collaborate cross functionally with leaders across the company on strategic growth initiatives

Qualifications:

• Bachelor's degree
• 10+ years total professional experience, including:
• 3+ years leading teams of 6 or more employees and driving the improvement of team key performance metrics
• 5+ years enabling B2B customers in a SaaS organization as a customer success manager, technical account manager, consultant or similar role
• Demonstrated success developing customer relationships and building champions within Fortune 500 / global 2000 organizations, and coaching your team to do so
• Proven success managing and expanding a multimillion-dollar portfolio of customers
• Knowledge of Vendor Risk Management programs and/or cybersecurity domain experience

Traits

• Customer empathy
• Metrics driven; ability to translate customer needs into achievable goals and operate in a data driven environment
• Consultative; ability and desire to drive value for customers based on unique needs
• Intellectually curious; driven to expand cybersecurity domain & professional expertise
• Collaborative; partner across functions: Product, Sales, Marketing, Finance, etc.

Benefits

We offer a competitive salary, stock options, a comprehensive benefits package, including health and dental insurance, unlimited PTO, parental leave, tuition reimbursements, and much more!

SecurityScorecard embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skillsets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.