Head of Customer Success

🕒 April 9

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Confiant Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🔒 Cybersecurity

☁️ SaaS

📱 Media

Cybersecurity • SaaS • Media

Confiant Inc. is an online ad security and quality SaaS provider that detects and blocks malvertising and malicious ads, protecting publishers, platforms, and brands from ad-based attacks. The company monitors client- and server-side impressions at scale, provides real-time detection and contextual alerts, and emphasizes low false positives, broad ad-tech coverage, and actionable intelligence to preserve revenue and trust.

📋 Description

• Build cohesion across Customer Success, Technical Escalation, and Sales Engineering into a single team with shared culture and accountability • Develop a high performing team through structured coaching, clear career paths, and hiring and onboarding programs that scale with the business • Set and track team wide goals across retention, customer health, and operational performance, driving accountability at every level • Own the full customer lifecycle from pre-sales trial through long term retention, ensuring a seamless and high quality experience at every stage • Drive strategic account reviews, executive relationships, and proactive outreach programs that protect and grow revenue • Define the metrics, processes, and playbooks that keep customers successful and the team operating at a consistent standard • Oversee the end-to-end resolution of complex customer issues, from initial escalation through root cause analysis and systemic fixes • Set and enforce operational SLAs, surface patterns across incidents, and partner with Product and Engineering to address underlying gaps • Build the tooling, documentation, and institutional knowledge that raises the team's technical capabilities over time • Shape company-wide strategy as a senior voice on the leadership team, bringing a customer centric perspective to business decisions • Drive alignment across Product, Engineering, and Sales to ensure customer needs are reflected in roadmap priorities and operational commitments • Lead the organizational response to major incidents and escalations, coordinating communication and decision-making across functions

🎯 Requirements

• 10+ years in customer-facing roles in B2B/Enterprise SaaS, with 5+ years managing teams of 5–15 across support, success, or technical operations • Comfort operating as a player-coach: strategic enough to build systems, hands-on enough to step into escalations and customer situations directly, and self-aware about where you naturally sit on that spectrum • Proven experience setting clear performance expectations, running performance management, and coaching team members across varying skill levels, preferably across a wide direct span while simultaneously owning operational work • Track record of building escalation tiers, setting SLAs, and holding teams accountable • Experience managing or closely partnering with a pre-sales/solutions engineering function • Strong interest in cybersecurity and ad tech domain and significant background in a technically complex product domain where customer issues require deep cross-functional investigation. • Strong technical fluency: able to read threat reports, understand attack chains, and hold substantive conversations with engineers • Proven ability to operate in founder-led environments where processes need to be built from scratch • Demonstrated success managing up to senior leaders and C-suite; able to translate strategic intent into structured execution • Commercial literacy: comfortable with renewal dynamics, contract language, and client-facing business conversations • Strong communication: you own the customer communication playbook and cross-functional strategy documents. Your communication is clear, credible, and calibrated to the audience. You exercise empathy and directness in equal measure.

🏖️ Benefits

• Fully Remote • Unlimited Paid Time Off • Sabbatical • Stock Option Plan • Exceptional Health Care Plans (Medical, Dental & Vision) • FSA & Commuter Benefits • Employee Sponsored Disability & Life Insurance • 401(k) Plan with Automatic Employer Contribution • Enhanced and Extended Family Leave • Learning & Development Budget • Yearly Office Supply Stipend • Free Global Co-Working Membership