Sr. Director, Global Customer Success

Key Aspects of the Role

Driving Customer Success Outcomes

• Increase renewal rates and reduce churn.
• Expand revenue through cross-sell and up-sell opportunities.
• Enhance product adoption, customer satisfaction, and health scores.
• Foster customer advocacy and generate references for new business growth.
• Use data and analytics to enhance customer success metrics, identify trends, and drive decisions; maintain customer health scores, churn prediction models and key performance indicators.

Defining and Optimizing Customer Lifecycle

• Map and enhance the customer journey, identifying key touchpoints and interventions.
• Develop and refine segmentation strategies to tailor customer success packages.
• Continuously improve processes based on industry best practices.

Managing Customer Success Activities

• Oversee onboarding, training, and professional services for seamless customer integration.
• Lead customer support and success management teams.
• Drive initiatives for renewals, cross-sell, up-sell, and customer advocacy.
• Establish and track operational metrics to measure effectiveness.

Leading a World-Class Customer Success Team

• Recruit, mentor, and retain top talent.
• Create a rapid onboarding process and foster a culture of continuous learning ensuring ongoing training and development for the Customer Success team.
• Encourage collaboration within the team and across the customer lifecycle.
• Implement enablement programs around DevOps, DevSecOps, Cloud Development and Application Security.
• Stay current with industry trends and integrate relevant advancements into team training.

What you’ll need

• Proven experience in a Senior Customer Success leadership role within a SaaS company, preferably in application security or related industry.
• Demonstrated success in transforming and scaling global customer success organizations to deliver tangible outcomes for customers.
• Strong technical background, with the ability to understand complex technical concepts and guide customers through technical challenges.
• Highly collaborative with excellent interpersonal and communication skills, capable of working effectively across departments and with executive leadership.
• Data-driven mindset with experience in leveraging analytics to drive customer success strategies and decisions.
• Deep understanding of market trends, customer needs, and industry best practices in customer success.