Leader, Enterprise Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $200k - $220k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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SecurityScorecard

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

💼 Consulting

🏥 Healthcare

🛡️ Insurance

💰 $180M Series E on 2021-03

Consulting • Healthcare • Insurance

SecurityScorecard is a company that focuses on cybersecurity and risk management. It provides solutions for supply chain detection and response, third-party cyber risk management, and external attack surface management. By leveraging AI and security ratings, SecurityScorecard helps organizations improve their cybersecurity postures and manage risks effectively. The company's platform allows for monitoring and remediation of vulnerabilities, collaboration with vendors, and compliance with regulatory mandates. SecurityScorecard serves a diverse range of industries, including public sector, technology, healthcare, financial services, and more. Its comprehensive suite of tools and services, such as Security Ratings and MAX, empower organizations to proactively manage cyber risks and enhance their overall security structures.

📋 Description

• Lead the North America Enterprise Customer Success team, including strategy, retention, expansion, and executive customer relationships. • Manage and refine high-touch customer success engagement, including joint success planning, executive business reviews, health scoring, renewal playbooks, and escalation management. • Champion an AI-driven approach to maximizing CSM reach and impact. • Act as executive sponsor on strategic accounts and build VP/C-level customer relationships. • Own renewal forecasting. • Collaborate with Product and Engineering to advocate for enterprise customer needs and influence roadmap priorities. • Identify at-risk accounts and drive cross-functional action plans to resolve churn risk. • Report team performance, portfolio health, and key customer success metrics to senior leadership. • Hire, onboard, and ramp new Customer Success Managers as the team scales. • Champion a customer-first culture across the organization. • Ensure the team meets or exceeds gross retention targets, CSMs are coached and engaged, customers have documented success plans, and churn risk is proactively mitigated.

🎯 Requirements

• 7+ years in Customer Success, Account Management, or a related customer-facing role • 2+ years managing a team • Proven track record owning retention and expansion targets for enterprise or strategic accounts, typically $100K+ ACV • Experience building or scaling Customer Success processes and playbooks in a growing organization • Strong executive presence and experience navigating complex, multi-stakeholder enterprise relationships • Data-driven approach to managing a book of business • Experience with forecasting, health scoring, and CS/BI tooling such as Gainsight, ChurnZero, Totango, or similar • Excellent coaching, communication, and cross-functional collaboration skills • Bachelor's degree or equivalent experience • Experience in SaaS, cybersecurity, or a related technical industry preferred • Experience with security, risk, or compliance products preferred • Familiarity with Salesforce, Gainsight, and Slack preferred • Background in Sales or Solutions Engineering preferred • SecurityScorecard does not provide immigration sponsorship for this position

🏖️ Benefits

• Competitive salary • Stock options • Health benefits • Unlimited PTO • Parental leave • Tuition reimbursements • Annual performance-based incentive compensation awards • Equity