Head of Customer Success

Summary

Join UltraViolet Cyber as the Vice President and Head of Customer Success, a pivotal leadership role driving company success through maximized client retention, achievement of operating margin goals, and strategic initiative implementation. You will oversee all aspects of customer operations, focusing on client retention and enhancing customer satisfaction and loyalty. This role requires collaboration with cross-functional teams to improve operations and drive efficiency. Leveraging your experience in customer success leadership, you will build and grow the Customer Success function, implementing customer-focused strategies and ensuring exceptional service delivery. You will also advocate for platform requirements and transform the team into a high-performing unit. This position offers a competitive salary and a comprehensive benefits package.

Requirements

• Over 15 years of experience with technical security operations in leadership roles for an MSSP or in an industry
• Established experience working directly with customers that have utilized SOC, MDR, and Offensive Security services
• Proven track record of successfully maximizing client retention and achieving operational goals
• Strong strategic thinking and problem-solving skills, with the ability to analyze complex situations and develop innovative solutions
• Exceptional leadership abilities, with a demonstrated capacity to inspire and motivate teams
• Excellent customer facing communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels
• Bachelor's degree in a related field

Responsibilities

• Drive security operations strategy and execution across organization
• Build and grow Customer Success function for the organization
• Maximize client retention by implementing customer-focused strategies and ensuring exceptional service delivery
• Build and implement operational excellence with collapsed and optimized operational metrics, team runbooks, and organizational structure
• Advocate for platform requirements to development team consistent with customer experience
• Demonstrated ability to inherit a long-tenured team transforms the group into a high-performing unit
• Leverage previous senior management responsibility in private equity/venture-backed startup in a high-growth environment
• Provide technical leadership with the skills in experiences acting or supporting a CISO office
• Collaborate with executive leadership to align operational objectives with overall company goals and vision
• Establish and maintain strong relationships with key stakeholders, including clients, vendors, and industry partners

Preferred Qualifications

Masters or advanced degree

Benefits

• 401(k), including an employer match of 100% of the first 3% contributed and 50% of the next 2% contributed
• Medical, Dental, and Vision Insurance (available on the 1st day of the month following your first day of employment)
• Group Term Life, Short-Term Disability, Long-Term Disability
• Voluntary Life, Hospital Indemnity, Accident, and/or Critical Illness
• Participation in the Discretionary Time Off (DTO) Program
• 11 Paid Holidays Annually
• $180,000 - $250,000 a year