Leader, Enterprise Customer Success

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🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ 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 Manager teams end to end, 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 stakeholder 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 CSMs as the team scales. • Champion a customer-first culture across the organization. • Achieve consistent gross retention targets, coach and develop CSMs, maintain documented customer success plans, and proactively mitigate churn risk.

🎯 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/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 • Comfortable with forecasting, health scoring, and CS/BI tools such as Gainsight, ChurnZero, Totango, or similar • Excellent coaching, communication, and cross-functional collaboration skills • Experience in SaaS, cybersecurity, or a related technical industry preferred • Bachelor’s degree or equivalent experience • Experience with security, risk, or compliance products preferred • Familiarity with Salesforce, Gainsight, and Slack preferred • Background in Sales or Solutions Engineering preferred • No immigration sponsorship provided

🏖️ Benefits

• Competitive salary • Stock options • Health benefits • Unlimited PTO • Parental leave • Tuition reimbursements • Annual performance-based incentive compensation awards • Equity • Reasonable accommodations for qualified individuals with disabilities