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SecurityScorecard

Instant threat analysis for enterprise cloud environments.

Director, Customer Success
New York City, NY, US
Job Description / Skills Required

SecurityScorecard's SaaS based platform enables enterprises to instantly rate and understand the security risk of companies, non-intrusively and from an outside-in perspective. We use an A-F rating scale. Companies with a C, D or F rating are 5 times more likely to be breached or face compliance penalties than companies with an A or B rating. Our platform is used by nearly 1,000 customers for use-cases including self monitoring, vendor risk management, cyber insurance, board reporting, and M&A.

Headquartered in New York City, we are funded by top investors such as Sequoia Capital, Google Ventures, NGP, Moody’s, Intel, and others. Our vision is to create a new language for companies and their partners to communicate, understand, and improve each other’s security posture.

About the Role

The Director of Customer Success will play an important role in helping our customers transform the way they assess security risk. The SecurityScorecard Customer Success team is responsible for ensuring customers realize the optimal value from our platform. They delight customers by understanding their organizational goals and unique challenges, then helping operationalize the platform to support and improve their entire process and security program.

In this role, you will own and manage strategic customer relationships and be accountable for the regional customer success team and their customers. You will share your understanding of the SaaS business model, cybersecurity and of our products, services, and best practices to ensure the regional customer success team is delivering value, developing trust and expanding relationships with the customers under your care.

Key Responsibilities

  • Manage the gross and net retention of a book of business; including forecasting, strategy development and efficient execution
  • Hire, train, coach and lead team of customer success managers
  • Collaborate with regional sales team on strategic growth initiatives
  • Work with CS and Sales VPs to continuously improve the customer journey, and develop the tools and templates to ensure the CSM team employs best practices
  • Model world class customer care and be an advocate for the voice of the customer in product testing and design

Basic Qualifications:

  • Knowledge of the tenets of Vendor Risk Management programs; cybersecurity domain experience
  • Minimum Bachelor's degree
  • 7+ years of experience supporting B2B customers in a SaaS organization as a customer success manager, technical account manager, consultant or similar role
  • 10+ years total professional experience, including 3 years leading teams of 5 or more employees

Additional Qualifications:

  • Demonstrated success developing strong customer relationships within Fortune 500 / global 2000 organizations
  • Experience scaling CS organizations and improving key performance metrics
  • Proven success managing and expanding a multimillion-dollar portfolio of customers

Traits

  • Customer empathy
  • Technical aptitude
  • Consultative; ability and desire to drive value for customers based on unique needs
  • Collaborative; partner across functions
  • Intellectually curious; driven to expand cybersecurity domain and professional expertise
  • Metrics driven; ability to translate customer needs into achievable goals and operate well in a data driven environment

SecurityScorecard embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skillsets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.