Vice President, Customer Success

10+ years of experience in sales or client services in SaaS technology, managing multi-million dollar portfolios of recurring revenue 10+ years of experience in revenue-focused roles, including sales and business development, preferably in cybersecurity Extensive background in developing and executing comprehensive revenue generation strategies Proven experience fixing/implementing a more structured CS process Develop cross functional strategy for account retention and revenue growth Ability to recognize areas of risk and mitigate Program Management: ability to develop, implement, monitor, and drive account plans; manage multiple projects Project Management: Ability to lead complex projects including planning, data analytics, change management, QA, escalation management, and ongoing support Demonstrated experience in identifying and mapping the customer org structure and bridging turnover Demonstrated experience of seamlessly transitioning between conversations with customer execs, technical leadership, program managers and business leaders

Globally lead Customer Success and Customer Support Strategically manage and grow the renewal business Implement a playbook-oriented approach for Customer Success Provide strategic guidance to drive customer priorities and business goals Ensure customer growth, satisfaction, and contract renewals Benchmark results against targets Develop strong relationships with key decision makers Identify and realize opportunities for expanding customer business volume Translate results into strategic and commercial outcomes Identify and mitigate risks threatening client growth, satisfaction, or renewal Collaborate to build a best-in-class customer experience Coordinate key customer communications and resolve escalations Serve as liaison between product management, support, sales, and customer Execute and improve processes and tools to prevent churn and increase growth Analyze quantitative and qualitative data to identify insights and drive action