Director, Customer Success

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Cobalt

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Web security • Vulnerability management • Application security • Web Application Security • Mobile Application Security

201 - 500

Description

• Understand the corporate strategy and direction, and translate high level goals into manager and CSM outputs that are measurable • Motivate, encourage, and inspire the team to act out the Cobalt mission • Operate with a high degree of accessibility and transparency • Work cross-functionally with peers in Product, Marketing, Sales, Enablement, and Delivery to make impactful changes that result in improved business and customer outcomes • Become intimately familiar with the drivers of Customer Success at Cobalt, ensuring these signals are measured and operationalized • Leverage tools, systems, and processes to drive execution of Corporate and Departmental strategy • Have a coach’s eyes for recognizing development opportunities across Manager and CSM levels, with the ability to coach 1:1 as well as recognize trends that necessitate larger enablement opportunities • Customer facing with the ability to build relationships among key accounts, and assist with risk mitigation efforts • Retention forecasting at team, segment, geographic and individual levels • Lead the team to Influence customer lifetime value through driving product adoption, higher customer satisfaction through positive customer experience • Ensure greater customer engagement and relationships at multiple levels with customer organizations, leading to customers willingness to be a reference for Cobalt.

Requirements

• 7-8 years in Customer Success in a SaaS and/or Services company, with 5+ years experience in Management • Leadership experience managing managers • 3-5 years experience in the Cyber Security industry • Knowledge of pentesting • Commercial acumen - successful experience in sales or as a sales manager • Demonstrated success in driving change, and organizational transformation. • A proven track record of success in leading a Customer Success organization in a smaller (< $100M) privately held company • Proven experience managing multiple customer segments, and geographies, in an environment that requires unique, segment specific strategies • Experience with leading scaled/digital customer success teams • Ability to own in quarter, and quarter +1 forecasting at the company level, and a track record of accuracy in forecasting • Strong experience with understanding customer success KPIs, and track record of translating these into process • Proven ability to manage performance at the org level, and make hire and fire decisions • Experience with crafting compensation plans, annual planning & budgeting • Proficient with data, and data analysis, and ability to continually leverage data to inform decision making • Excellent written and verbal communication skills with strong executive presence • Works well under pressure, and ability to take change in stride Dynamic personable leader with executive presence

Benefits

• Earn competitive compensation and an attractive equity plan • Save for the future with a 401(k) program (US) or pension (EU) • Benefit from medical, dental, vision, and life insurance (US) or statutory healthcare (EU) • Leverage stipends for: • Wellness • Work-from-home equipment & wifi • Learning & development • Make the most of our flexible, generous paid time off and paid parental leave • Work remotely from anywhere in the US, the UK, or Germany