Senior Director, Global Customer Success

Summary

Join Onapsis as a Senior Director of Global Customer Success and lead a team focused on driving customer retention, growth, and loyalty. You will champion customer value, develop a high-performing team, and achieve ambitious revenue targets. This role involves collaborating with various departments, optimizing customer experience, and resolving customer issues. The ideal candidate possesses extensive leadership experience in customer success or related fields, particularly within cybersecurity and enterprise applications. Onapsis offers a unique opportunity to significantly impact the company's success and its customers.

Requirements

• 10+ years of proven success leading customer success, professional services, and/or sales teams, preferably in cybersecurity (SAP/Enterprise Apps experience a plus)
• 5+ years in customer-facing roles, building strong relationships and exceeding customer expectations. Comfortable with extensive travel for face-to-face engagement
• Proven track record of developing and implementing strategies that drive significant customer value, account growth and net revenue retention
• Proven experience navigating complex, multi-stakeholder environments within large enterprise customers, including adeptness at "getting higher" within organizations
• A strong desire and ability to travel and engage with customers face-to-face, building strong relationships and understanding their unique needs
• Experience with customer success platforms such as ChurnZero or Gainsight, or similar tools
• 5+ years of experience with business-critical applications, ideally in cybersecurity domains like vulnerability management, secure development, and compliance
• Proven ability to forecast accurately, manage a P&L, and drive teams to exceed targets
• Adept at identifying customer needs in complex situations, developing solutions, and driving successful outcomes
• Excels at building strong relationships with internal teams and stakeholders, fostering open communication and effective problem-solving
• Demonstrated ability to develop and improve processes, tools, and systems for efficient customer engagement and performance measurement
• Uses data to inform decisions, simplify complex issues, and communicate effectively with diverse audiences
• Thrives in a fast-paced environment and readily adjusts to changing market dynamics
• Excellent written and verbal communication skills, with the ability to tailor communication style for different audiences (C-Level, Leadership, Teams)

Responsibilities

• Lead and mentor a global team of Customer Success Managers
• Develop and execute strategic plans to achieve revenue and customer retention goals
• Collaborate with Sales on pre-sales activities and account planning to drive renewals and expansion
• Build strong relationships with key customer stakeholders to foster loyalty and advocacy
• Serve as an escalation point for customer issues and work cross-functionally to resolve them effectively
• Drive adoption of best practices and stay up-to-date with industry trends to continuously improve the customer experience

Preferred Qualifications

Ideally, experience working with international/European customers, demonstrating cultural sensitivity and awareness in both customer and internal interactions

Benefits

• A role in shaping the future of protecting the most critical applications that run the world's business and a career that grows as the company grows
• A unique culture of high achievement and teamwork
• Supportive and humble colleagues are the space's top problem solvers and innovators
• Financial security through competitive compensation and incentives
• A fast paced, and rapidly growing start up work environment and unlimited paid time off