Director, Customer Success
ReversingLabs, United States
Job Description
Reporting to the VP, Customer Success, you will contribute to the development and implementation of the ReversingLabs’ Customer Success strategy, with particular emphasis on building and developing the team consisting of Customer Success Managers and Technical Account Managers. This is a very technical role and requires in depth and demonstrated experience in the cybersecurity domain.
You will have extensive experience managing the customer journey with both small security teams, as well as large complex organizations. A successful candidate will need to be passionate about customer engagement, advocacy, and relentless in ensuring our customers achieve their security goals. You will demonstrate the use of ReversingLabs technology directly with customers to identify expansion opportunities and accelerate Time to Value by anticipating customer needs and questions prior to conversations.
- Working with the VP, Customer Success, iterate and improve the overall function of the Customer Success team.
- Achieve specific targets for retention, expansion, and other key revenue targets.
- Set and achieve OKRs for adoption of ReversingLabs
- Manage, coach, develop, and mentor Customer Success Managers
- Be the coach and leader for the implementation of new and improved CS initiatives across the CS team, including onboarding, adoption, expansion as defined in the customer journey map
- Proactively work with the CSMs on ensuring they have a clear strategy for managing their book of business.
- Collaborate with Customer Success Operations and Product on continual development of the ReversingLabs customer health index and development of the CSM dashboard
- Continually improve the playbook for CSMs and improve both their internal and external communications.
- Collaborate closely with Product Management and Marketing ensuring overall alignment with customer expectations.
- Utilize strong verbal and written communication skills, as well as Account Management skills that drive successful business outcomes to establish credibility with internal and external stakeholders.
- Manage and escalate client and/or department related issues as required.
Requirements
- Bachelor’ Degree in Engineering or related technical discipline
- 10+ years in customer centric roles and/or consultative technology roles
- 5+ years in leading Customer Success teams
- Demonstrated ability to engage and communicate at a senior manager level.
- Demonstrated ability to drive technical interaction with customers using the ReversingLabs platform
- Experience in implementing change in Customer Success across all supporting CS processes (QBRs, onboarding, playbooks, etc.)
- Experience in Salesforce with reporting, automation, and tech touch models
- Advanced knowledge of Customer Success methodologies across core services business (implementation and adoption)
- Strong communication skills both written amp; verbal
- Ability to work with customers as they complete their implementation journey.
- Ability to perform demonstrations of all the platform and technologies offered at ReversingLabs
- Knowledge of Customer Success technologies, such as Salesforce, Intercom, Pendo and other platforms.
- Experience collaborating with Enterprise sales teams as being part of closing large complex deals.
Benefits
- Competitive salary (base amp; bonus)
- Health, vision, dental, disability, life insurance
- Cambridge Commuter reimbursement (parking or rail)
- 401K