Director of Customer Success – Enterprise

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Teramind

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Cybersecurity • SaaS • Productivity

Teramind is a workforce intelligence and security software company that provides cloud and self-hosted solutions for employee monitoring, insider threat detection, data loss prevention (DLP), and compliance monitoring. Its AI-powered platform aggregates behavior telemetry, session recordings, alerts, and predictive analytics to help organizations mitigate insider risk, enforce regulatory compliance, and optimize employee productivity across hybrid workforces. Teramind offers integrations, managed services, and configurable deployment options for industries such as healthcare, financial services, and call centers.

51 - 200 employees

Founded 2014

🔒 Cybersecurity

☁️ SaaS

⚡ Productivity

📋 Description

• Lead, mentor, and coach a high-performing team of Enterprise and Strategic CSMs. • Define, monitor, and manage team performance against key metrics, including NRR, GDR, expansion revenue, and customer health scores. • Implement ongoing training, professional development programs, and career pathing to foster a culture of excellence and continuous improvement within the team. • Play a critical role in the recruitment, interviewing, and onboarding of new Enterprise and Strategic CSMs as the team scales. • Partner with CSMs to develop and execute comprehensive success plans for each Enterprise and Strategic account, focusing on executive alignment, value realization, and risk mitigation. • Serve as an executive point of contact and play an active role in managing high-profile customer escalations, ensuring swift and effective resolution. • Collaborate closely with Sales, Product, Marketing, and Support leadership to ensure a seamless and world-class customer experience from pre-sale through renewal and expansion. • Identify and implement improvements to the Customer Success lifecycle for Enterprise accounts, focusing on efficiency, repeatability, and high-touch engagement models. • Work with CS Leadership and Operations to define necessary tooling, reporting, and customer health metrics relevant to the Enterprise segment. • Systematically gather and communicate customer feedback and insights to Product and Engineering teams to influence the product roadmap and drive innovation.

🎯 Requirements

• 5+ years of progressive experience in Customer Success, Account Management, or a related client-facing role within a B2B SaaS environment. • 3+ years of experience directly managing and leading a team of Customer Success Managers, preferably focused on Enterprise or Strategic accounts. • Demonstrated success in driving NRR and managing expansion and renewal cycles with Enterprise customers. • Proven ability to operate at both a tactical management level (coaching CSMs) and a strategic Director level (defining processes and metrics).

🏖️ Benefits

• Competitive salary • High-quality health benefits • 401(k) with employer match • Career growth opportunities • Unlimited paid time off • Company-issued laptop (choice of Mac or PC) • Professional development budget