Director, Customer Success

Job Title:Director, Customer SuccessRole Overview:The Customer Success Management team is responsible for helping our customers drive product adoption, usage and most importantly, value from the Skyhigh Security platform. The Director of Customer Success will be responsible for the whole post-sales customer experience, including driving solution usage, adoption, and value realization. Reporting to the VP of Customer Success, you will lead our rapidly growing organization in North America and become an integral leader in transforming the way our customers achieve success. Working across the business, you will ensure cohesive, cross functional collaboration with Sales, Onboarding, Customer Support, Product, Enablement, Marketing, and Business Operations.At Skyhigh Security, we’re focused on innovation. We secure the world’s data, and this means making the world a safer place. With plenty of learning and growth opportunities, exciting challenges and talented teams, you’ll have everything you need to see your future in a whole new way. Come make a difference with us. For more information, visit www.skyhighsecurity.comAbout the role :As the people leader, you will help establish a positive, productive and collaborative culture across the CSM in Americas and India.Manage a team of passionate CSM/ACSMs to achieve aggressive usage, adoption, and value realization targets while continually evolving our customer success methodology and deliverablesYou will use data and systems to analyze and measure key performance metrics to ensure that the strategy and direction is increasing adoption and customer business outcomes including usage, churn and net-retention.Adoption and optimization: Develop measurable, repeatable best practices and strategies across business segments to encourage product adoption, value and growth. Use technology, systems and processes to drive consistency, repeatability and scale.Work closely with Onboarding, Support, and Business Operations to ensure alignment on key platforms and technologies that support the business.Sales & Renewal Management: Collaboration and engagement; alignment and review of key performance indicators including usage, churn, upsell and net retention to ensure the most effective path to success for customers and for Skyhigh Security. Regular communication and engagement in key customer activities and events.Analytics: Use predictive data and analytics to manage and improve the business. Continually work to refine and better leverage the data proactively and prescriptively to run the business.Product & Engineering: Engage and provide customer feedback and input to the product roadmap; act as voice of customer regarding issues/opportunities and enhancements.Customer Onboarding: Drive on boarding of customers in timely manner and ensure that customer get value from our products day 0.Reporting: Define and use cascaded reporting methodologies to understand and manage the business.Financial Oversight: Responsible for the financial integrity of the CSM department; expense management, budget changes, approval of transactions, etc.Communication: Provide key updates and presentations to the executive leadership team; Deliver key strategic business reviews with key stakeholders; Provide executive level communication and engagement.About you :8 or more years of leading teams of CSMs/TAMs in hi-tech software/security Industry working with enterprise clients and government agencies.12 or more years of client facing experience in security consulting, customer success management or similar roles.Strong C-Level executive presence and communication skills, with the ability to engage and influence senior executivesExperience scaling a team in a fast growing Security SaaS company or other similar organization.Executed win/win negotiating strategies to maximize renewal value while enhancing customer relationships.Experience working with enterprise accounts to identify and solve challenging business problems.Comfortable in a fast-paced environment.Experience using Salesforce, Gainsight, ChurnZero or other customer relationship management solutions is a plus.US CitizenCompany Benefits and Perks:We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.Pension and Retirement Plans

Medical, Dental and Vision Coverage

Paid Time Off

Paid Parental Leave

Support for Community Involvement

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