Director of Customer Success

Job not on LinkedIn

September 17

⚔️ Virginia – Remote

Although this job is listed in Virginia, this company may be open to hiring remote in other states.

⏰ Full Time

🔴 Lead

🏆 Customer Success

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ThreatConnect

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Cybersecurity • Security • SaaS

ThreatConnect is a leading provider of threat intelligence and cyber risk management solutions. Specializing in the operationalization of threat intelligence, the company offers products such as a Threat Intelligence Platform, Polarity, and Risk Quantifier, helping organizations to enhance their cybersecurity through effective threat identification and risk quantification in financial terms. ThreatConnect's solutions are designed to improve collaboration and efficiency within security operations by integrating and managing diverse sources of intelligence and enabling automation and orchestration of security responses. Recognized for its advanced cyber threat intelligence and risk quantification capabilities, ThreatConnect supports customers in sectors like software, healthcare, and financial services in moving from reactive to proactive security measures.

51 - 200 employees

Founded 2013

🔒 Cybersecurity

🔐 Security

☁️ SaaS

📋 Description

• Drive the adoption and integration of the Risk Quantification (RQ) platform across the enterprise customer base • Lead a team focused on delivering measurable value and embedding cyber risk quantification into ERM, board reporting, and decision-making workflows • Serve as a trusted advisor and partner with Customer Success and Sales to drive product adoption, retention, and expansion • Develop best practices to scale delivery and establish consulting methodologies • Oversee customer support initiatives, ensuring customer issues and queries are addressed promptly and effectively • Contribute to and expand a comprehensive knowledge base to empower self-service and proactive issue resolution • Build a scalable consulting and support practice to ensure high retention and expansion • Work closely with Product and Engineering to relay customer feedback and inform roadmap priorities • Support pre-sales efforts through scoping calls, solution design, and value articulation • Establish consulting and customer support KPIs and continuously improve delivery metrics and customer satisfaction

🎯 Requirements

• 8+ years of experience in consulting, cyber risk, or enterprise risk management; Big 4 consulting experience strongly preferred • Demonstrated experience leading strategic customer engagements and delivering measurable business outcomes • Deep understanding of risk quantification concepts (e.g., FAIR, loss exceedance, likelihood modeling) and their role in cyber and enterprise risk management • Proven ability to lead and scale consulting or professional services teams • Strong executive presence and ability to build relationships with senior stakeholders (CISO, CRO, CIO, board-level reporting lines) • Excellent communication, presentation, and facilitation skills • Strategic thinker with operational rigor; comfortable working in both hands-on and leadership capacities • Experience working in or with SaaS companies, especially with analytics, cybersecurity, or GRC tools • Proven experience in a customer support or technical support role, preferably within a SaaS company (desired) • Familiarity with risk frameworks such as NIST CSF, ISO 27005, COSO, or Basel (desired) • Experience delivering or operationalizing FAIR or related quantitative models (desired) • Background in cyber insurance, finance, or actuarial science (desired) • Exposure to the SaaS implementation lifecycle and customer success metrics (desired)

🏖️ Benefits

• Competitive benefits package with comprehensive insurance coverage • Unlimited paid time off • Unique perks designed to help you meet your financial and personal goals