Director, Enterprise Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Define and enhance the customer journey from onboarding through to renewal. Formulate policies that align product functionalities with client objectives to expedite value realization.

• Track customer health scores, renewal pipelines, and expansion indicators to reduce churn and maximize recurring revenue.

• Recruit, mentor, and develop a high-performing team of Customer Success Managers (CSMs).

• Serve as the primary escalation point for intricate client issues and collaborate with top-tier enterprise stakeholders to convert technical solutions into tangible financial results.

• Partner with Sales, Marketing, and Product teams to ensure alignment on customer requirements, influence product roadmaps, and eliminate adoption barriers.

• Create and sustain performance metrics, dashboards, and reports to monitor business health.

⛳️ Requirements

• Over 10 years of experience in enterprise account management, demonstrating a successful track record in a Cyber/SaaS environment.

• Strong understanding of Customer Success tools, systems, and processes.

• Experience with operational metrics, analytics, and business performance reporting.

• Ability to inspire, motivate, and develop others while cultivating an inclusive team culture.

• Capacity to excel in a fast-paced, evolving business landscape.

• Proven experience managing high-performing Customer Success teams in the cybersecurity sector.

🏝️ Benefits

• Employee-led diversity and inclusion networks that foster community and provide education and advocacy.

• Annual charity and fundraising initiatives along with volunteer days for employees to support local communities.

• Global employee sustainability initiatives aimed at reducing our environmental impact.

• Global fitness and trivia competitions to keep our bodies and minds sharp.

• Global wellbeing days for employees to unwind and recharge.

• Monthly wellbeing webinars and training to promote employee health and wellness.