Director, Customer Success

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint. 

Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of the World’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.

Key Responsibilities:

• Team Leadership: Manage, mentor, and develop a team of Customer Success Managers to deliver exceptional service to our diverse customer base.
•  Customer Advocacy: Serve as the voice of our customers within the company, driving initiatives that improve customer experience and satisfaction.
• Retention & Growth: Analyze customer health metrics, strategize to identify upsell and cross-sell opportunities, and work on strategies to minimize churn.  Maintain renewal forecast for your theater with emphasis on driving strong on time adherence, multi year conversions to maximize revenue at time of renewal.  MEDDPIC experience preferred.
• Customer Engagement: Develop and maintain strong customer relationships, driving engagement through regular health checks, business reviews, and value realization activities.
• Process Improvement: Continuously refine and enhance customer success processes and methodologies to improve team efficiency and effectiveness.
• Strategic Insights: Provide customer feedback and insights to Sales, Product Management, and other departments to influence product roadmap and customer experience improvements.

Qualifications:

• Bachelor’s degree in Business, Technology, or a related field; Master’s degree is a plus.
• 5+ years of experience in customer success, account management, or a related customer-facing role, with at least 5 years in a leadership position managing tenured talent.  Must have experience managing quota..
• Proven track record of driving customer satisfaction, retention, and revenue growth.
• Strong understanding of cybersecurity and risk management practices is highly desirable.  
• Exceptional communication, leadership, and interpersonal skills.  
• Ability to analyze data, draw insights, and translate findings into action plans.
• Proficiency with Customer Success platforms (such as Gainsight, Totango) and CRM tools (such as Salesforce).

Benefits:
Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

The estimated total compensation range for this position is $150,000 - $230,000 (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits. 

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law. 

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact [email protected].

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law. 

SecurityScorecard does not accept unsolicited resumes from employment agencies.  Please note that we do not provide immigration sponsorship for this position.   #LI-DNI