Director, Customer Success

Job not on LinkedIn

🔥 5 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Reco

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

🔒 Cybersecurity

☁️ SaaS

🤖 Artificial Intelligence

💰 $25M Series unknown on 2025-05

Cybersecurity • SaaS • Artificial Intelligence

Reco is a Dynamic SaaS Security company offering a platform that discovers, governs, and secures SaaS applications and AI agents across their entire lifecycle. The platform provides SSPM (security posture management), SaaS app and shadow-AI discovery, identity & access governance, data exposure management, real-time threat detection & response, and AI governance features (Reco AI Agents and generative AI discovery). Reco integrates with 200+ SaaS apps and is designed to help enterprises continuously reduce SaaS attack surface, maintain compliance, and manage AI/agentic risk.

📋 Description

• Own the post-sale customer journey: onboarding, adoption, renewal, and expansion • Build the Customer Success function as an AI-native operation • Report to the SVP, Customer Success, and lead a team of Customer Success Managers • Hire, coach, and develop Customer Success Managers with clear goals, career paths, and a culture of ownership and technical curiosity • Design coverage model, segmentation, and handoffs across Sales, Solutions Engineering, Support, and Product for enterprise and mid-market customers • Make AI fluency a core competency in hiring, onboarding, and evaluation • Own gross and net revenue retention, adoption, and expansion across the customer base • Build success plans tied to security outcomes, including reduced shadow SaaS and shadow AI, faster remediation, and broader policy coverage • Serve as executive sponsor and escalation point for strategic accounts • Lead business reviews with CISOs and security leaders • Partner with Sales on renewals, expansion, and customer references • Coordinate with Support on escalations and critical customer issues • Partner with Product and Engineering to bring customer feedback, integration needs, and feature requests into the roadmap • Track and improve customer satisfaction, product adoption, and time to value • Become fluent in Reco’s AI Agent Security, AI Governance, and Reco AI Agents capabilities • Coach the team on agent discovery, governance policies, and response • Own team metrics, forecasting, and reporting to the SVP and executive team • Maintain the Customer Success technology stack and processes

🎯 Requirements

• 10+ years in customer success or post-sale leadership at a B2B SaaS company, including 5+ years leading customer success teams • Track record of owning retention and expansion (GRR and NRR) and building and scaling a Customer Success team • Credibility with CISOs and security practitioners • Technical depth in SaaS, identity (SSO, IAM, OAuth), APIs, and integrations sufficient to lead technical conversations • Hands-on experience applying AI to customer success, such as LLM-based workflows, predictive health scoring, or automated customer engagement; built and measured these solutions • Data-driven approach and comfort with customer success platforms, CRM, and BI tools • Strong executive presence and communication skills • Experience leading a remote team • Builder’s mindset and comfort with the pace and ambiguity of a high-growth company