Director, Enterprise Customer Success

Summary

Join Secure Code Warrior as a Global Leader of Enterprise Customer Success Managers! You will set the strategic plan and vision for enterprise customer segments across the Americas, EMEA, and APAC regions. Lead and develop a high-performing team, driving customer outcomes, product adoption, and positive customer experiences. Advance the customer lifecycle journey, developing company-wide customer success motions. Collaborate across teams and customers, driving operational practices and ensuring customer satisfaction. Work closely with renewals and sales management to align on account strategies and mitigate risks. Provide strong leadership, inspiring and motivating your team to achieve Secure Code Warrior's mission and vision.

Requirements

• Proven experience leading teams in enterprise business to business within customer success management, account management, renewal management, or sales management
• Strong experience leading teams, driving customer retention motions, customer growth, software adoption, and leveraging customer success best practices
• Demonstrated forward-thinking management experience leading teams in a technology or software company, ideally for a SaaS or subscription enterprise software company
• Proven ability to develop strategies, translate them into real initiatives, track successful delivery, and put innovations into action
• Ability to lead distributed teams across cultures and geographies
• Possess a healthy management presence and leadership ability, with communication and interpersonal skills that inspire and motivate individual contributors and peer leaders
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
• Agility and flexibility in responding to evolving business priorities and dealing with challenges
• Experience successfully working with senior executives and decision-makers
• Strong operational and business-building skills that will drive organizational efficiencies and long-term customer satisfaction
• Ability to collaborate across the organization and with external clients and partner stakeholders
• A Bachelor's degree from an accredited college or university required

Responsibilities

• Set the overall strategic plan and vision for enterprise customer segments in the Americas, EMEA, and APAC regions, focusing on driving product adoption, providing a positive customer experience, ensuring customer success with our platform, and driving growth and retention
• Build, maintain, and lead a world-class team - recruiting, developing, and mentoring a high-performance team
• Lead your team to identify and drive customer outcomes, return on investment, product adoption, and positive customer experiences
• Advance and finetune the customer lifecycle journey by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous development and improvement
• Develop company-wide customer success motions integrating processes, content, and data insights
• Cultivate collaboration within the Secure Code Warrior Go-To-Market team and across customers
• Drive operational practices to track the performance of teams and individuals
• Oversee initial onboarding and business reviews, tracking performance, timelines, and outcomes for your team
• Work closely with renewals and sales management to align on account strategies, expansion and retention forecasting, risk mitigation, coverage plans, and account management best practices
• Ensure future lifetime value through steadfast customer satisfaction, health score mapping, and overall meticulous efforts to drive continuous product adoption
• Escalate client issues with speed and a sense of urgency, orchestrating resources across the company as appropriate in order to bring resolution
• Help mitigate churn and drive expansion through strong customer advocacy and reference ability
• Deliver boots-on-the-ground leadership to ensure that your team is highly motivated and engaged
• Inspire, challenge, and maximize the strength of the team and align their efforts to the mission and vision of the Secure Code Warrior