Customer Success Leader

Our vision is to be the Champions of a Safer Digital Future and be the Champions of Change. We believe in empowering individuals and teams with freedom and responsibility to align their goals such that we all row in the same direction. We are uncomfortably transparent, autonomous & accountable, we have zero tolerance for brilliant jerks, we have unlimited vacation policy and more. For us our Culture Is Our Strategy - check out our Culture Memo for more details and surprises.
Location: California, New York
Years of experience: 15+ years

Core Responsibilities

• Drive cross-functional focus on Customer Outcomes, Value, and Experiences
• Operationalize a seamless customer journey built on customer value across all functions to increase revenue
• Create proactive, repeatable processes and playbooks to drive consistently-strong Customer Experience
• Champion cross-functional initiatives to maximize Gross Revenue Retention and Net Revenue Retention
• Leverage technology to create digital capabilities and automation where possible
• Build strong alignment with peers in Sales, Product, Marketing, Finance, and other areas
• Partner with Sales leader to maximize Net Revenue Retention
• Partner with Product leader to drive product adoption
• Define a model for scaling functions cost-effectively
• Own Gross Revenue Retention target
• Define early risk and health indicators
• Engage directly with high-value clients
• Act as the learning engine of the business to infuse the voice of the customer into all aspects of the business
• Ability to develop a customer journey lifecycle that is strategically tailored
• Demonstrate Operational Excellence with an affinity for a metrics-driven, results-driven approach
• Recruit and lead world-class functional executives
• Recruit, motivate, and retain a higher-performing team, driving employee engagement, satisfaction, and morale

Essential Skills/ Qualification/ Experience

• Extensive security experience dealing with web systems, Cloud, SaaS, compliance, corp IT, infrastructure, and/or embedded devices
• Experience working cross-functionally in an engineering organization
• Significant experience building diverse and inclusive teams
• 15+ years experience in Customer Success leadership positions within technology or Saas organizations. Startup experience is a plus.
• Superb communication skills and can articulate a compelling security vision
• Proven track record working closely with Product teams and in product-driving organizations
• Demonstrated success connecting post-sale and sales experiences
• Strong empathy for customers AND passion for revenue and growth
• Demonstrated desire for continuous learning and improvement
• An enthusiastic and creative leader with the ability to inspire others

Join our rocket ship if you want to learn, make your mark and work with incredible talent!