Senior Director, Customer Success

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About the Opportunity

The organization offers the industry’s first dedicated, adaptive security platform that combines multiple proprietary advanced prevention engines along with AI models focused specifically on stopping ransomware.

The organization was formed by a team of cyber industry veterans after battling the scourge of ransomware (and advanced threats) for years at some of the largest global security vendors. Comprised of leaders from prominent security companies, the organization is focused on building products and solutions for mid-market and enterprise customers.

As a remote-native, completely distributed global team, the organization recognizes great talent can exist anywhere.

Senior Director, Customer Success

The organization is looking for a senior, strategic leader to join its growing Customer organization as Senior Director, Customer Success. This role is responsible for leading the global Customer Success function and ensuring customers achieve measurable outcomes, realize long-term value, and remain trusted advocates for the organization.

The Senior Director of Customer Success will define and execute the strategy that drives customer adoption, retention, expansion, and satisfaction across the entire customer lifecycle. This leader will build and scale a high-performing team of Customer Success Managers and related roles while developing the processes, programs, and insights necessary to deliver consistent and predictable customer outcomes.

This role partners closely with Sales, Product, Engineering, and Marketing to ensure customers realize measurable security outcomes and sustained value from their investment. The ideal candidate brings a strong blend of strategic leadership, operational discipline, and customer advocacy with experience leading Customer Success organizations in high-growth SaaS or cybersecurity environments.

This individual will be a hands-on leader capable of operating at both strategic and tactical levels, driving alignment across teams while establishing scalable frameworks that enable customer success at scale. If you thrive in fast-paced environments, enjoy building teams and programs that deliver measurable impact, and are passionate about customer value, this role is for you.

Key Responsibilities

• Lead and scale the global Customer Success organization to drive customer adoption, retention, expansion, and long-term value.
• Define and execute Customer Success strategy across the entire customer lifecycle, including onboarding, adoption, value realization, and growth.
• Build, mentor, and develop a high-performing team of Customer Success Managers and leaders, fostering a culture of customer advocacy and accountability.
• Establish customer success frameworks, engagement models, and best practices that enable consistent delivery of customer outcomes.
• Own customer health strategy, risk management, and success planning to proactively identify opportunities and mitigate churn.
• Partner closely with Sales to support expansion opportunities and ensure predictable and successful renewals.
• Collaborate with Product and Engineering to represent the voice of the customer and influence product roadmap and innovation.
• Work with Marketing to develop customer advocacy, reference, and engagement programs.
• Drive cross-functional alignment across Sales, Product, Marketing, and Support to ensure a seamless and consistent customer experience.
• Establish metrics, reporting, and forecasting that provide visibility into adoption, retention, and customer value realization.
• Serve as a senior customer advocate and escalation point for strategic accounts and critical customer issues.
• Continuously refine customer success processes, playbooks, and tools to scale customer impact in a high-growth environment.

Skills and Qualifications

• 10+ years of experience in Customer Success, Account Management, or related customer-facing leadership roles within SaaS, cybersecurity, or enterprise technology.
• 5+ years leading and scaling Customer Success teams in high-growth environments.
• Proven track record of improving retention, expansion, and customer satisfaction metrics.
• Deep understanding of customer lifecycle management, adoption frameworks, and value realization strategies.
• Strong executive presence and ability to build trusted relationships with senior customer stakeholders.
• Experience partnering cross-functionally with Sales, Product, Marketing, and Engineering to drive customer outcomes.
• Strong analytical and operational mindset with experience using data to inform strategy and decisions.
• Excellent communication, presentation, and leadership skills.

Base Salary Range:

$225,000 - $275,000

In accordance with applicable state and federal laws, the range provided is the organization’s reasonable estimate of the base compensation for this role. The actual amount may differ based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location. Base pay is one part of the total package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and equity in the organization.

The organization understands it takes a diverse team of highly intelligent, passionate, curious, and creative people to develop the exceptional product being built. The dynamic team has incredible perspectives to share, just as individuals do, and the organization takes great pride in being an equal opportunity employer.