Director, Customer Success

📋 Description

• Lead and develop the team: Hire, coach, and develop Customer Success Managers, establish clear
• Build scalable operating models: Design customer segmentation, coverage strategies, and handoff
• Drive retention and expansion: Own gross revenue retention (GRR), net revenue retention (NRR)
• Demonstrate customer value: Develop success plans tied to measurable security outcomes, including
• Strengthen executive relationships: Act as an executive sponsor and escalation point for strategic
• Coordinate cross-functional support: Work with Support to manage critical escalations and ensure

🎯 Requirements

• 10+ years of experience in Customer Success or post-sale leadership within a B2B SaaS company.
• At least 5 years of experience leading Customer Success teams.
• A demonstrated track record of owning retention and expansion metrics, including GRR and NRR, and
• The ability to establish credibility with CISOs and security practitioners, supported by a strong
• Hands-on experience applying AI to Customer Success, including solutions such as LLM-powered
• A data-driven mindset and experience using Customer Success platforms, CRM systems, and business

🎁 Benefits

• Remote work opportunity based in the United States.
• Full-time position with leadership responsibility and the opportunity to shape and scale the
• The opportunity to build an AI-native operating model that improves customer value and team
• Direct collaboration with senior leadership and cross-functional teams across Sales, Product
• The opportunity to influence customer strategy, product development, and the adoption of emerging
• Salary, bonus structure, equity, healthcare coverage, retirement benefits, and paid time off are