Director of Customer Success Operations

About SecurityScorecard:

Funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV, Riverwood Capital, and others with over $290 million in funding, SecurityScorecard is the global leader in cybersecurity ratings and the only service with over 2M+ companies continuously rated. Founded in 2013 by security and risk experts Dr. Aleksandr Yampolskiy and Sam Kassoumeh, SecurityScorecard’s patented rating technology is used by over 16,000 organizations for enterprise risk management, third-party risk management, board reporting, due diligence, and cyber insurance underwriting. This is done by measuring your and your vendors' cyber-health by assigning a security rating of "A" through "F" based on outside-in, non-intrusive data. SecurityScorecard continues to make the world a safer place by transforming the way companies understand, improve and communicate cybersecurity risk to their boards, employees, and vendors. 

SecurityScorecard is headquartered in NYC with over 260+ employees globally. Our culture has helped us be recognized by Inc Magazine as a "Best Workplace," "Best Places to Work in NYC" by Crain's NY, and one of the 10 hottest SaaS startups in NY for two years in a row. 

About the Role

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

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

Key Responsibilities

• Define, lead, and track strategic and operational programs to successful completion
• Develop and deliver GTM initiatives to improve the effectiveness and efficiency of sales and adoption capabilities for SC prospects and customer, including:
• Customer journey development
• Lifecycle management processes and playbooks
• Customer Health Scoring
• Go-to-market (GTM) and/or adoption campaigns, including collaboration with Marketing, Product / Growth, Data Teams, and Sales * Operations
• Digital journey development, content creation and curation, and metrics
• Processes and playbooks for Solution Architect and Technical Account Manager
• Internal or customer-related programs and initiatives
• Own partnership with Product, bringing “voice of customer” to Product teams, including interlock, reporting, metrics, and facilitating customer engagement (e.g., surveys, interviews, etc.)
• Leverage data and analytics to develop, lead, and measure results for GTM sales and adoption-related initiatives, programs, and campaigns
• Define, develop, and continuously improve SC’s renewal process through:
• Renewal segmentation frameworks for efficient management
• Effective field-tested customer engagement strategies

Requirements

• Demonstrated progressive experience with operations or related experience with a technical SaaS or subscription software service
• Demonstrated progressive customer success experience leading field teams (Customer Success Managers, Account Management, Professional Services, Solution Architects) and/or operations
• Experience with software development tools, practices, and methodologies is a plus
• Experienced leading cross-functional initiatives in mid-sized or large organizations (i.e., 1000+ employees)
• Experience with defining and leading digital engagement strategies (i.e., digital journey creation, content marketing, etc.)
• Management experience with a team of at least 5 team members
• Experience with digital engagement approaches and methods preferred (i.e., Digital Customer Success / “tech touch,” Digital Marketing)
• Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management

Basic Qualifications:

• Knowledge of the tenets of Vendor Risk Management programs; cybersecurity domain experience
• Minimum Bachelor's degree
• 8+ years of experience supporting B2B customers in a SaaS organization as a customer success manager, technical account manager, consultant or similar role
• 10+ years total professional experience, including 3 years leading teams of 5 or more employees

Additional Qualifications:

• Demonstrated success developing strong customer relationships within Fortune 500 / global 2000 organizations
• Experience scaling CS organizations and improving key performance metrics
• Proven success managing and expanding a multimillion-dollar portfolio of customers

Traits

• Customer empathy
• Technical aptitude
• Consultative; ability and desire to drive value for customers based on unique needs
• Collaborative; partner across functions
• Intellectually curious; driven to expand cybersecurity domain and professional expertise
• Metrics driven; ability to translate customer needs into achievable goals and operate well in a data driven environment

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!

If you are a resident of Colorado or New York City, please email us at [email protected] to receive compensation information for this role.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law. 

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact [email protected].

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law. 

SecurityScorecard does not accept unsolicited resumes from employment agencies.