Director of Customer Success

At ReversingLabs, we are providing the world’s largest threat intelligence repository to protect software development and power advanced security solutions, keeping the most advanced cybersecurity organizations and Fortune 500 enterprises informed and ahead of the threats. Our software supply chain security and threat intelligence solutions have become essential to advancing enterprise cybersecurity maturity globally.

Notable breaches such as SolarWinds, CircleCI and 3CX have elevated software supply chain security as a top initiative across every organization developing or purchasing software. Only ReversingLabs delivers the software package analysis speed and intelligence needed to protect against this critical area of risk.

Our vision is clear. Arming every company with end-to-end insights to ensure development releases securely, IT purchases safely, and the SOC can effectively detect, isolate and respond. We are seeking extraordinary talent for this game changing opportunity to help forge this transformational journey at ReversingLabs.

You, as the Director of Customer Success, will implement, lead, and own a world-class customer success organization, including CSM onboarding and training curriculum, department processes, OKR development and tracking, and hiring.

What You Will Do

• Serve as a player/coach for a team of customer success managers to teach best practices for achieving higher gross and net retention
• Create quick and effective escalation processes for accounts requiring a higher degree of touch to prevent churn
• Ensure sufficient technical proficiency in the team so that business value can be more effectively communicated, new use cases more easily identified, and customer confidence in CSM resources can be established
• Develop metrics to measure success, upsell/cross-sell opportunities, and churn risk
• Create and maintain strong relationships with key customer executives, and coach the team to do the same
• Collaborate with technical account management leadership to create a seamless customer experience
• Develop the team’s capability to assist customers in the maturing of their security programs

What We Are Looking For

• 5+ years of leading customer success organizations, 10+ years of customer success experience with a focus on security vendors
• Experience managing customer relationships for Fortune 500 customers, experience with financial sector is a plus
• Exceptional verbal and written communication skills
• Bachelor’s degree or equivalent experience
• 25% travel

Benefits

• Competitive compensation packages (base & bonus)
• Medical with deductible reimbursements
• Employer paid dental, vision, disability & life insurance
• 401k
• Flexible Spending Accounts (health & dependent)
• Flexible PTO
• Quarterly (3 day) Wellness Weekends
• Pet insurance and more!
• Opportunities for advancement
• Innovative and collaborative work environment

ReversingLabs was founded in 2009 with the mission to offer the ultimate threat detection solutions. Our security products are used by some of the largest organizations in the world, including 2 of the top 3 banks, 4 of the top 6 software companies, and 2 of the top 6 insurance companies. We have been honored with numerous awards through the years including the 2023 Global InfoSec Award, 2022 CDM Global Infosec Awards, 2021 SC Media Trust Award for Best Threat Intelligence Technology, a 2020 Stevie Award, and the 2017 JPMorgan Chase Hall of Innovation Award for our truly unique malware and explainable threat intelligence products. Our pioneering technologies, exceptional products, and successful customer deployments also drove investments in ReversingLabs by some of the prominent investors in the world. With remote employees throughout the United States and England, and offices in Boston, United States and Zagreb, Croatia, ReversingLabs will continue to deliver groundbreaking innovation with top global talent.

We are committed to an inclusive and diverse team. ReversingLabs is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. If there is a match between your experiences/skills and the Company needs, we will contact you directly. ReversingLabs is an equal opportunity employer. Applicants only - Recruiting agencies do not contact.