Senior Director, Global Customer Success

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

📋 Description

• Boost renewal rates and minimize customer churn.

• Drive revenue growth through opportunities for cross-selling and up-selling.

• Improve product adoption, enhance customer satisfaction, and maintain health scores.

• Cultivate customer advocacy and produce references to support new business development.

• Leverage data and analytics to improve customer success metrics, identify trends, and inform decisions; oversee customer health scores, churn prediction models, and key performance indicators.

• Map and optimize the customer journey by pinpointing key touchpoints and necessary interventions.

• Develop and fine-tune segmentation strategies to customize customer success offerings.

• Continuously enhance processes by adhering to industry best practices.

• Manage onboarding, training, and professional services to ensure smooth customer integration.

• Lead the customer support and success management teams.

• Propel initiatives for renewals, cross-selling, up-selling, and customer advocacy.

• Establish and monitor operational metrics to assess effectiveness.

• Recruit, mentor, and retain high-caliber talent.

• Create a swift onboarding process and promote a culture of continuous learning, providing ongoing training and development for the Customer Success team.

• Foster collaboration within the team and throughout the customer lifecycle.

• Implement enablement programs focused on DevOps, DevSecOps, Cloud Development, and Application Security.

• Stay abreast of industry trends and incorporate relevant advancements into team training.

⛳️ Requirements

• Proven track record in a Senior Customer Success leadership role within a SaaS company, ideally in application security or a related field.

• Demonstrated ability to transform and scale global customer success organizations to achieve measurable outcomes for clients.

• Strong technical acumen, with the capacity to grasp complex technical concepts and assist customers with technical challenges.

• Highly collaborative, possessing excellent interpersonal and communication skills, and able to work effectively across various departments and with executive leadership.

• Data-driven approach with experience in utilizing analytics to shape customer success strategies and decisions.

• Profound understanding of market trends, customer requirements, and industry best practices in customer success.

🏝️ Benefits

• Exceptional Medical, Dental, and Vision Coverage to cater to all your healthcare needs.

• Wellness benefits designed to help you prioritize what matters most.

• Flexible “Take What You Need” time off policy.

• Extensive training and development opportunities to support your career growth at Veracode.

• Generous 401k matching program to assist you in saving for your future.

• A remarkable community of professionals who take pride in our daily contributions.