VP of Customer Success

Summary

Join Axonius as the Vice President of Customer Success and play a pivotal role in driving customer satisfaction, retention, and expansion. This leadership position involves developing and executing a comprehensive customer success strategy, managing a high-performing team, and acting as a customer advocate within the company. You will oversee team development, establish efficient processes, and collaborate with cross-functional teams. The ideal candidate possesses extensive experience in customer success, strong leadership skills, and deep technical expertise in cybersecurity. Axonius offers a competitive salary, stock options, and attractive benefits.

Requirements

• Minimum of 15 years in customer success or related customer-facing roles with at least 6 years in a leadership position
• Proven track record in IT or security solutions, preferably with experience in SaaS business model or related fields
• Exceptional leadership skills with the ability to inspire teams towards high performance
• Deep understanding of SaaS metrics and how to leverage them for business growth
• Strong analytical skills to interpret customer data and drive strategic decisions
• Excellent communication and interpersonal skills for effective stakeholder management
• Deep technical expertise in cybersecurity, networking, and cloud. Background in attack surface management, or vulnerability management a major plus
• Proven ability to develop and execute customer success strategies and programs that drive measurable improvements in customer outcomes
• Mission-driven, with a belief in and commitment to the success of Axonius and our customers
• A balanced blend of strategist and executor with the ability to creatively flex and shift in a fast-paced, evolving environment
• A skilled listener who proactively seeks input from others to formulate a collaborative, well-organized and comprehensive plan
• An exceptional communicator with proven verbal and written communication skills
• High level of personal and professional integrity and trustworthiness
• Strong work ethic and the ability to work independently with minimal direction
• Willingness and ability to travel 50%

Responsibilities

• Develop and execute a comprehensive customer success strategy aligned with Axonius's business goals
• Define success metrics, monitor performance, and adjust strategies to enhance customer satisfaction and loyalty
• Lead, mentor, and scale a high-performing customer success and TAM team, fostering a culture of excellence, innovation, and customer centricity
• Oversee team development, including recruitment, training, performance reviews, and career progression
• Act as the voice of the customer within Axonius, ensuring customer feedback is integrated into product development and business practices
• Drive initiatives for customer health, renewals, and upsell opportunities to increase customer lifetime value
• Establish and refine processes for onboarding, training, professional services, support, and ongoing engagement to ensure a seamless customer experience
• Implement tools and methodologies to track, predict, and improve customer success metrics
• Work closely with Sales, Product, Marketing, and Engineering to ensure cohesive efforts in customer acquisition, retention, and product evolution
• Lead customer success operations in a way that supports and amplifies the company's go-to-market strategies

Benefits

• Competitive salary
• Stock options
• Attractive benefits