Secure Code Warrior is hiring a
Director of Global Customer Success

Summary

The job is for a Global Leader of Customer Success Managers at Secure Code Warrior, a remote-first company focused on developer-driven software security. The role involves setting the strategic plan for customer success, leading and developing a team, driving customer outcomes, improving the customer lifecycle journey, and ensuring customer satisfaction.

Requirements

• Proven experience leading teams in 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
• 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 our mid-market and SMB customer segments in our Americas, EMEA, and APAC regions
• 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 referenceability
• Deliver boots-on-the-ground leadership to ensure that your team is highly motivated and engaged

Benefits

• Full flexibility in work hours and location
• Generous leave options
• Work from home options
• Diversity and inclusion are key principles guiding how we build our teams, cultivate leaders and create a company where every single person feels safe and celebrated