Job Description
About the position This role offers the opportunity to lead a high-performing Customer Success team focused on driving product adoption, retention, and growth across a diverse customer base. You will define and execute customer success strategies, mentor and develop team members, and act as a trusted advisor to both customers and internal stakeholders. The position requires a combination of strategic thinking, operational excellence, and hands-on engagement with clients to ensure a seamless and impactful customer experience. You will work cross-functionally with Sales, Product, and Support teams to optimize processes and influence product development. This role is ideal for a proactive leader who thrives in a fast-paced, mission-driven environment and is passionate about customer advocacy. The position is fully remote and provides the autonomy to shape the team’s approach and deliver measurable results. Responsibilities • Lead, coach, and mentor a team of Customer Success Managers to achieve high performance, collaboration, and professional growth • Conduct regular one-on-one meetings, performance reviews, and career development planning for team members • Develop and deliver onboarding and ongoing training programs for the Customer Success team • Define and execute customer success strategy, including customer segmentation, engagement models, and success metrics • Monitor customer health data to identify risks and opportunities and implement proactive intervention strategies • Collaborate with Sales, Product, and Support teams to ensure a seamless and positive customer experience • Oversee customer renewals and expansion opportunities, optimizing tools, processes, and workflows • Track and report key Customer Success metrics, including Gross Retention Rate, Net Retention Rate, and Customer Lifetime Value (CLTV) • Act as escalation point for critical customer issues and participate in executive business reviews Requirements • 5+ years of experience in Customer Success or Account Management, with at least 2+ years in a leadership role • Proven ability to lead, motivate, and mentor a team in a fast-paced environment • Exceptional written and verbal communication skills and strong analytical/problem-solving abilities • Experience developing and executing customer success strategies with measurable outcomes • Proficiency in CRM and Customer Success platforms for tracking and reporting metrics • Deep understanding of industries impacted by data exposure, including cybersecurity, threat intelligence, or executive protection • Ability to synthesize complex information and clearly communicate insights to customers and internal teams Benefits • Comprehensive health benefits: medical, vision, and dental • Flexible work schedule and 100% remote work • Generous 401(k) matching up to 6% • 20 days paid time off, 15 sick days, and 12 company-paid holidays • Childcare expense reimbursement • Fitness and cell phone reimbursement • Birthday time off and other employee engagement programs Apply tot his job