Leader, Enterprise Customer Success

This is a fully remote position, open to applicants in New York.

📋 Description

• Lead the North America Enterprise Customer Success division, overseeing strategy, retention, expansion, and relationships with executive customers.

• Manage and enhance high-touch customer success interactions, which include joint success planning, executive business reviews, health scoring, renewal playbooks, and escalation management.

• Advocate for an AI-driven strategy to optimize the reach and impact of Customer Success Managers (CSMs).

• Serve as the executive sponsor for strategic accounts, fostering relationships with VP and C-level customers.

• Take ownership of renewal forecasting.

• Collaborate with Product and Engineering teams to represent enterprise customer requirements and influence roadmap priorities.

• Identify accounts at risk and implement cross-functional action plans to mitigate churn risk.

• Report on team performance, portfolio health, and essential customer success metrics to senior leadership.

• Recruit, onboard, and train new Customer Success Managers as the team grows.

• Promote a customer-first culture throughout the organization.

• Ensure that the team achieves or surpasses gross retention targets, CSMs are coached and engaged, customers possess documented success plans, and churn risk is proactively addressed.

⛳️ Requirements

• Over 7 years of experience in Customer Success, Account Management, or a similar customer-facing role.

• More than 2 years of experience managing a team.

• Demonstrated success in owning retention and expansion goals for enterprise or strategic accounts, typically with an Annual Contract Value (ACV) of $100K or more.

• Experience in developing or scaling Customer Success processes and playbooks within a growing organization.

• Strong executive presence with experience in navigating complex, multi-stakeholder enterprise relationships.

• Data-driven mindset when managing a portfolio of business.

• Familiarity with forecasting, health scoring, and Customer Success/Business Intelligence tools such as Gainsight, ChurnZero, Totango, or similar.

• Excellent skills in coaching, communication, and cross-functional collaboration.

• Bachelor’s degree or equivalent experience.

• Preferred experience in SaaS, cybersecurity, or related technical fields.

• Preferred experience with security, risk, or compliance products.

• Familiarity with Salesforce, Gainsight, and Slack is preferred.

• Background in Sales or Solutions Engineering is preferred.

• SecurityScorecard does not provide immigration sponsorship for this position.

🏝️ Benefits

• Competitive salary.

• Stock options.

• Health benefits.

• Unlimited paid time off (PTO).

• Parental leave.

• Tuition reimbursements.

• Annual performance-based incentive compensation awards.

• Equity.