Critical Start

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Sr. Director, Customer Success

Full Time • Washington, DC, United States of America

175,000 - 200,000 (Yearly) Added 3 weeks, 2 days ago

Summary

LOCATION

Plano, TX (Hybrid working environment)

QUALIFICATIONS

8+ years of experience in customer-facing organizations, 5+ years of leadership experience, proficiency with CRM systems, strong communication and analytical skills, and willingness to travel. Desired: MBA or equivalent advanced degree, proficiency in additional languages.

RESPONSIBILITIES

Lead the Customer Success team, refine customer-focused processes, oversee renewals and growth opportunities, develop customer health reporting, and collaborate cross-functionally to enhance customer satisfaction and drive outcomes.

INDUSTRY

Cybersecurity

SHORT DESCRIPTION

The Senior Director of Customer Success will be responsible for developing and managing the Customer Success organization, focusing on customer satisfaction, retention, and growth initiatives.

Who We Are:

Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way.

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that).

Everything we do revolves around our three core principles:

Do what’s best for our customers.

Do what’s best for our employees.

Don’t do things that suck.

That's basically it.

If you'd prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint (Pssst...want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you).

What can we offer you?

Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good.
An abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do.
An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good?
Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment.
Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming. Almost.
Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth... Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled.

Who You Are:

The Senior Director of Customer Success will be responsible for leading the development, management, transformation, and performance of the Customer Success organization. This role plays a pivotal part in driving customer success and satisfaction, ensuring retention and renewal goals are met while fostering strong customer relationships within the OneSpan ecosystem. This leadership position requires a strategic mindset and strong problem-solving skills, with a focus on delivering successful customer outcomes and supporting the continued growth of the customer base. The role also involves hiring, training, and managing team performance to achieve company targets and objectives.

What You Will Be Doing?:

Oversee daily operations of the Customer Success team, including coaching, professional development, and ongoing support for team members.
Refine and manage a customer-focused Customer Success process, driving continuous improvements and innovation.
Champion the evolution of the Customer Success function, cultivating a team culture centered on achieving exceptional customer outcomes.
Identify, implement, and optimize tools and systems to enhance customer success and monitor overall health scores.
Develop clear and transparent reporting on customer health, churn, upgrades, and renewals, utilizing Salesforce and sharing insights as required.
Lead the renewals process, ensuring customer retention, renewals, and growth opportunities while proactively mitigating churn and downgrades.
Regularly meet with team members to review customer health, support complex sales cycles, discuss pipelines, and provide strategic guidance.
Support the transition to a SaaS model, ensuring comprehensive Customer Success coverage across all customer segments.
Define and streamline the Customer Lifecycle, standardizing critical touchpoints and interventions throughout the customer journey.
Collaborate with cross-functional teams to share customer insights and drive the development of a strong user community in partnership with marketing.
Foster collaboration and continuous learning within the team, empowering individuals to contribute to success at every stage of the customer lifecycle.
Create an environment focused on customer success by maintaining appropriate staffing levels and overseeing the Closed Loop Feedback process.
Monitor and manage team performance to ensure adherence to policies, practices, and organizational objectives.
Drive customer advocacy, referenceability, and market share growth by enhancing satisfaction and fostering positive customer relationships.

What You Will Bring?:

Required Qualifications:

Highly motivated professional with 8+ years of experience managing complex, large-scale (100+ employees) customer-facing organizations and Customer Success teams.
Proven leadership experience (5+ years), including leading remote teams across multicultural environments.
Passionate about inspiring and developing teams, with strong people management skills, customer empathy, and a focus on driving revenue growth.
Hands-on experience managing teams, generating monthly metrics, and presenting progress toward annual goals.
Proficiency with CRM systems (e.g., Salesforce) and Customer Success Management platforms, along with strong skills in MS Office for operational tasks.
Skilled in negotiation, consensus building, and influencing stakeholders, with a strong background in both post-sale and sales functions.
Analytical and process-oriented mindset with demonstrated critical thinking and a commitment to continuous learning and improvement.
Excellent communication and presentation skills, with the ability to resolve critical issues promptly and effectively.
Experience in managing Customer Support organizations, with knowledge of SaaS financial metrics considered a strong advantage.
Proven ability to build and scale a modern Customer Success organization, ideally focused on supporting security and network operations teams.
Demonstrates enthusiastic and creative leadership, capable of motivating and inspiring teams.
English proficiency required
Willingness to travel as needed.

Desired Qualifications:

Proficiency in additional languages is an advantage.
MBA or equivalent advanced degree is a plus.

What It's Like Working Here:

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously.

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking.

Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do?

What does our Compensation and Benefits package entail?

Competitive salary with bonus potential
100% employee coverage for healthcare/50% coverage for dependents
Unlimited PTO (Paid Time Off) policy
Paid Parental and Military Leave
Dental and Vision Plan
Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage
Additional Voluntary Life Insurance coverage
401(k) Plan with Matching Program
24/7/365 availability of Employee Assistance Program
Teladoc Mental Health Benefits
Optional Pet Benefits Discount Plan
And a new Tesla... just kidding! Kudos for making it to the end.

Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to “Do what’s best for our employees,” and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Mental and Physical Requirements

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.

Physical:

Stationary position for extended periods of time.
Constantly operate a computer.
Occasionally you may be required to move equipment or other items up to 20 lbs.
The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

Mental:

Must be able to apply established protocols in a timely manner.
Make timely decisions in the context of workflow.
Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.
Ability to work effectively and efficiently in high stress situations.
Ability to simultaneously address multiple complex problems.

For positions that can or will be performed, in whole or in part, remotely within the U.S., range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, experience, performance in the role and potential for revenue generation (sales roles only).

Compensation:

The total compensation range (base) being offered for this role is [$175,000 - $200,000 USD].

Additional Compensation:

This role is eligible for the following: Bonus compensation.

Employment Benefits:

100% employee coverage for healthcare/50% coverage for dependents, unlimited PTO (Paid Time Off) policy, paid Parental and Military Leave, dental and vision plan, Employer-provided Life Insurance (up to $100K coverage), Long-Term Disability, and Short-Term Disability coverage, 401(k) Plan with Matching Program, 24/7/365 availability of Employee Assistance Program.

Application Deadline:

The application deadline for this position is December 30, 2024.

How to Apply:

Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/

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