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Tessian

Tessian's Human Layer Security platform uses machine learning to understand human relationships and communication behavior in order to protect businesses from threats executed by people on email.

Director of Customer Success
Remote
United States of America
Job Description / Skills Required

Customer Success
 
At Tessian, we are fixated by our customers’ success. We work with some of the world’s leading law firms, investment banks and technology companies, and it’s our mission to make their decision to use the Tessian platform the best they’ve ever made. Our obsession and passion for ensuring our customers are amazed by Tessian at every stage of the customer journey permeates through every area of the company and is evidenced by our best-in-class gross and net retention metrics.
 
We’re looking for a customer success leader to help scale us to the next level. As our first Director of Customer Success you’ll build and lead our US CSM team, relentlessly focusing on customer health, community and the customer retention and expansion metrics that have defined our success to date.
 
As an integral part of the CS leadership team, you will understand the importance of communication and collaboration in defining a customer-first mentality, and work closely with our technical and commercial leadership to ensure we’re building a culture centred on customer success

What you'll be doing

Hire, lead and develop our US CSM team
Act as a key escalation point and exec sponsor for customers
Be responsible for building a predictable renewals engine in the US
Collaborate with GTM leadership to accelerate our growth as a business
Work very closely with our VP Customer Success and Head of Customer Operations to define the long-term strategy of the team

We're looking for someone who has:

3+ years of people management and a passion for leading teams with a focus on empowerment, positive-mindsets and collaboration
Experience scaling a B2B SaaS company from Series A-C and beyond
Worked with technical buyers (CIOs, CTOs, CISOs, IT, Security etc) at organisations of all sizes (SMB → Ent)
A strong strategic vision for building and implementing customer journeys, driving customer lifetime value
Worked closely with cross-functional teams (Product, Eng, Sales, Marketing etc) to lead change and promote a customer-centric mindset
A data-driven approach to scaling a CS-org
Empathy, humility and listening skills

Why we think you'll love it here:

It’s important to us that all Tessians are part of the journey we’re on, so we offer equity options with every role and benchmark to provide above market rate salaries - there’s plenty more too….

Be at your best, both inside and outside of work
A full week of work-remote a year, in addition to 25 days of paid holiday
Flexible working hours and working from home
Curate your career with development experiences uniquely suited to you
We’re family friendly, with policies built to support you in all stages of life
High-quality tech kit provided for you to work on including Tessian ANC headphones
If you're relocating to join the team, we'll provide a contribution to help with your costs
Because everyone loves food...
A plethora of breakfast options, delicious snacks, drinks and a top-of-the-range coffee machine
Team lunch provided on Fridays - normally with more hummus than you can shake a stick at
Dinner budget for those times you just can’t tear yourself away
Beyond work
Elite membership of the Tessian House System...
On Fridays we stop at 5 and share team updates and drinks
Monthly team socials & a big, whole team extravaganza every quarter
Never-ending ping-pong tournaments

Why we think you'll love it here 😍...

All Tessians are part of the journey we’re on, so we offer equity options with every role and benchmark against other VC-backed companies to provide above market rate salaries for companies of our size.

Beyond this, there’s plenty more that makes Tessian a great place to work:

A full week of work-remote a year (for those who aren't fully remote!), in addition to 31 days of paid holiday (20 days PTO + 11 federal holidays)
An extra day of paid holiday (up to 5) for every year you're with us!
Curate your career with development experiences uniquely suited to you
We’re family friendly, with policies built to support you in all stages of life
High-quality MacOs tech kit for you to work on
Comprehensive & generous health insurance options
If you're relocating to join the team in person, we'll provide a contribution to help with your costs
On Fridays we stop early for a virtual happy hour (or, to just log off for the weekend!)
Classpass subsidy - which you can use for either in person or virtual classes
A work-from-home subsidy for every new joiner to cover all your home office must-haves or, if you are fully remote we will kit out your home office through our remote office provider, First Base.
Amazing Remote socials with food and drink budgets

And, if you are based near one of our hubs (currently Boston & Austin), you will also have access to:

An array of breakfast options, delicious snacks, drinks and a top-of-the-range coffee machine
Flexible work from home policy (for those who aren't already fully remote)
Team lunch provided once a week
Whole team socials every quarter
Dinner budget for those times you just can’t tear yourself away

Equality & diversity ⚖️

Tessian is an equal opportunity employer, committed to equality and diversity amongst both our employees and prospective applicants. The Human Layer we're securing is diverse, and we know we need to be diverse and inclusive to successfully create HLS that reflects this. You can read our equality and diversity statement here.

As part of our commitment to equality and diversity, we're also a corporate member of the WISE Campaign for gender equality in STEM & we're a founding member of the WEDS network driving diversity & inclusion in startups.

humanfirst 🙋‍♀️💁‍♂️

Obligatory small print

Please note that we do not accept applications or résumés from recruiters. Any unsolicited CVs, profiles, or names, submitted in any format, by any channel, to any of our team, will be deemed to fall outside any terms and/or conditions with either the person submitting the information or their company of employment/representation.

By submitting your application to Tessian, you consent to Tessian retaining your information and contacting you about future job opportunities, that may be of interest, for up to 2 years in accordance with our Privacy Policy

Please note, that any job offers will be subject to the candidate passing background screening checks.

We're a #LI-Remote company offering Choice First working practices where possible.