Sr. Director, Customer Success

Who We Are

Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way.

 

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that).

 

Everything we do revolves around our three core principles:

 

Do what’s best for our customers.

Do what’s best for our employees.

Don’t do things that suck.

 

That's basically it.

 

If you'd prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint (Pssst...want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you).

 

What can we offer you?

• Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good.
• An abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do.
• An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good?
• Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment.
• Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming. Almost.
• Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth... Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled.

Who You Are

The Senior Director of Customer Success will be responsible for leading the development, management, transformation, and performance of the Customer Success organization. This role plays a pivotal part in driving customer success and satisfaction, ensuring retention and renewal goals are met while fostering strong customer relationships within the Critical Start ecosystem. This leadership position requires a strategic mindset and strong problem-solving skills, with a focus on delivering successful customer outcomes and supporting the continued growth of the customer base. The role also involves hiring, training, and managing team performance to achieve company targets and objectives.

What You Will Be Doing?

• Oversee daily operations of the Customer Success team, including coaching, professional development, and ongoing support for team members.
• Refine and manage a customer-focused Customer Success process, driving continuous improvements and innovation.
• Champion the evolution of the Customer Success function, cultivating a team culture centered on achieving exceptional customer outcomes.
• Identify, implement, and optimize tools and systems to enhance customer success and monitor overall health scores.
• Develop clear and transparent reporting on customer health, churn, upgrades, and renewals, utilizing Salesforce and sharing insights as required.
• Lead the renewals process, ensuring customer retention, renewals, and growth opportunities while proactively mitigating churn and downgrades.
• Regularly meet with team members to review customer health, support complex sales cycles, discuss pipelines, and provide strategic guidance.
• Support the transition to a SaaS model, ensuring comprehensive Customer Success coverage across all customer segments.
• Define and streamline the Customer Lifecycle, standardizing critical touchpoints and interventions throughout the customer journey.
• Collaborate with cross-functional teams to share customer insights and drive the development of a strong user community in partnership with marketing.
• Foster collaboration and continuous learning within the team, empowering individuals to contribute to success at every stage of the customer lifecycle.
• Create an environment focused on customer success by maintaining appropriate staffing levels and overseeing the Closed Loop Feedback process.
• Monitor and manage team performance to ensure adherence to policies, practices, and organizational objectives.
• Drive customer