Director of Customer Success

Bishop Fox is the leading authority in offensive security, providing solutions ranging from continuous penetration testing, red teaming, and attack surface management to product, cloud, and application security assessments. We’ve worked with more than a quarter of the Fortune 100, half of the Fortune 10, eight of the top 10 global technology companies, and all of the top global media companies. Our Cosmos platform was named Best Emerging Technology in the 2021 SC Media Awards and our offerings are consistently ranked as “world class” in customer experience surveys. For more than 16 years, we've been contributing and giving back to the security community. We’ve published more than 16 open source tools and 50 security advisories in the last five years alone. Learn more at bishopfox.com or follow us on Twitter.  

Given our exceptional growth we are expanding and hiring a Director of Customer Success to help us scale, lead and manage our Customer Success team. The Director of Customer Success is a leader who will help us develop the CSM function, owning process creation, template buildout, strategy development and team management.  

Customer Success at Bishop Fox ensures that our clients and Bishop Fox realize value from our products and services. The Director has in-depth understanding of the offensive cybersecurity industry and are responsible for managing client satisfaction and increasing customer engagement with Bishop Fox offerings. The Director of Customer Success works directly with customers, the Customer Success Managers, as well as internally across delivery teams, account management, product, and marketing, to advocate for value realization throughout the customer lifecycle. 

Responsibilities 

Mature the customer success function in line with the existing strategic roadmap of the program, adapting as needed based on executive and investor feedback, including the following initial objectives: 

• Define, implement, and iteratively improve on customer success best practices and process across our teams. 

• Develop and execute consistent reporting and processes for targeting accounts needing attention due to risks, issues, customer satisfaction feedback, or upcoming renewal deadlines. 
• Report internally on customer satisfaction metrics, including NPS scores and feedback. 
• Develop and implement additional processes in alignment with the Customer Success strategy and plan. 
• Own the initiative to select and implement a customer success platform. Ensure that the team keeps it up-to-date and that resources/playbooks are continuously improved. 

Ensure that customers realize value from Bishop Fox services at each touchpoint of the customer experience. Initial objectives include: 

• Provide customer insights based on customer engagement results, YoY trending, industry comparison, and security best practices and provide this information to both customers and to account planning teams for upsell/cross-sell opportunities. 
• Employ a strong strategic vision to evolve CSM program toward a best-in-class experience for more strategic customers 
• Participate in both internal and client-facing service and account reviews, guiding and representing customer value objectives. 
• Drive and participate in go-to-green planning on customer accounts across Bishop Fox delivery, product, and Sales teams. 

• Build strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support to drive a seamless customer experience 
• Lead the improvement of products and/or services by providing feedback to internal teams as well as customer-facing responses to repeat questions. 
• Assess, prioritize, and innovate new programs to ensure our customer retention and growth 
• Coach, develop, and drive performance of the team 

Requirements 

• Results-driven leader who is also fearless about execution and not afraid to dig into the details with the front-line team  
• Experienced leader with the ability to develop strategy and motivate people 
• Deeply understands customer security business goals, environment, pain points and operational maturity, as well as their ultimate desired outcome 
• Navigates difficult client situations with expert negotiation skills and a client service-mentality 

Bishop Fox has always allowed its employees to work remotely, and this role could work anywhere in the United States. Equity is offered to all employees and starts vesting on the first day. You also have the opportunity to earn additional equity. Our comprehensive benefits program is tailored to meet your needs at an affordable price. 

We embrace diversity and an inclusive culture. We value our employees and who they are, which fosters a powerful and collective talent base to successfully serve our clients and the security community with unparalleled expertise. Bishop Fox is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. All new hires must pass a background check as a condition of employment. 

Interested? Apply today!