Director of Customer Success

- Own gross and net retention targets for the enterprise segment, partnering closely with Sales to drive on-time renewals, reduce churn, and expand existing accounts through a proactive, value-driven engagement model.

- Build and implement the playbooks, customer health scoring, and success plans that drive platform adoption and help customers achieve measurable security outcomes throughout the customer lifecycle.

- Define the performance metrics and benchmarks used to measure Customer Success, including NRR, GRR, adoption, customer health, and time-to-value, while regularly analyzing performance to drive continuous improvement and operational excellence.

- Turn customer usage, engagement, and lifecycle data into actionable insights that strengthen customer strategy, surface risk, and improve business decision-making.

- Identify at-risk accounts and the issues affecting customer satisfaction, adoption, and renewal, then lead proactive mitigation and escalation strategies to improve customer outcomes.

- Partner with Sales to identify and drive renewal, upsell, and cross-sell opportunities that contribute directly to sustainable revenue growth.

- Establish the people, processes, and data needed to ensure the voice of the customer influences product roadmap decisions, program policies, and customer communications.

- Build strong cross-functional partnerships with Sales, Product, Support, and Professional Services to improve handoffs, increase operational efficiency, and deliver an exceptional end-to-end customer experience.

- Lead, develop, and motivate the Enterprise Customer Success Management team, fostering a culture of collaboration, excellence, inclusion, accountability, and customer focus.

- 10+ years of relevant Customer Success, Customer Experience, or related domain experience, including at least 5 years in leadership and experience managing managers or multiple customer-facing teams.

- A bachelor's degree or an equivalent combination of education and professional experience.

- A demonstrated track record of owning and delivering against retention, GRR, NRR, and expansion targets.

- Strong understanding of the enterprise sales cycle and how Customer Success, Professional Services, and Renewals work together to deliver customer outcomes.

- Experience with Customer Success platforms such as Gainsight, Catalyst, or similar solutions, including defining and measuring the customer journey.

- Deep understanding of Customer Success metrics, including NRR, GRR, churn, adoption, customer health scoring, and forecasting.

- Proven ability to identify meaningful patterns within customer interactions and usage data, translating insights into actions that improve customer outcomes.

- The ability to lead, motivate, and develop high-performing customer-facing teams at both the manager and individual contributor level.

- Strong systems thinking with the ability to identify patterns, solve problems, and scale processes across a growing enterprise customer base.

- A service-oriented, outcome-driven mindset with strong commercial acumen and sound business judgment.

- Experience in cybersecurity or enterprise SaaS is a strong advantage.