We here at Security Compass are on a mission to create a world where we can trust technology. We get that isn't easy, but that's exactly why we are taking up the challenge. We help enterprise clients manage cybersecurity risk without slowing down their business. This is achieved by building security into their end-to-end processes with our three offerings: our leading-edge software SD Elements, industry recognized cyber security training and our renown Advisory consulting practice.
As the Director of Customer Success, you'll be reporting directly to the CEO within our executive team. We are looking for an experienced CS leader who will continue to build and evolve an already fast growing function at Security Compass. The Director will work cross-functionally with leadership as well as manage and oversee all customer success functions & processes at Security Compass. You're on a mission to drive customer satisfaction, adoption, retention and the overall success of Security Compass.
What you'll do
Lead and evolve the Customer Success practice at Security Compass
Manage Customer Success staff including Enterprise Customer Success Managers, Technical Account Managers and a Team Lead to drive the success of our customers as well as our top-line company revenue goals.
Be the organization-wide owner of product adoption working closely with Sales to drive renewals and upsells.
Evolve Key Performance Indicators, and accurately forecast business outcomes.
Take a proactive approach to process improvement. You'll refine current processes including health score, playbooks and business reviews as needed to improve retention forecasting, drive growth, and minimize churn risk.
Act as an escalation point for client churn risks and manage associated activities to ensure retention.
Work cross functionally to drive customer adoption, retention, growth and advocacy
What you'll need to succeed
You're a seasoned Customer Success professional (currently a senior-level Manager, or Director).
You possess 5 or more years of leadership experience in either enterprise-level Account Management and/or Customer Success in a SaaS company. Experience building a CS program from the ground up is a bonus.
You've lead and built Customer Success programs at/for other SaaS technology companies and you know what works and what doesn't
You have experience hiring, training, and developing high performing teams with a strong background in coaching, mentorship, and skills development
You have experience establishing strategic business relationships and comfort working with C-suite/executive level customers
You bring entrepreneurial ambition and a customer-centric mindset
Bonus points if you have experience in software development and/or information security
Why Security Compass?
Make a difference. Our suite of products and services help make software more secure for our customers, their clients and the world as a whole.
Have a voice. Our organizational structure and open communication programs create an environment where employees drive the company's culture and decisions.
Be trusted. We put decisions in the hands of the people with the most information.
Have fun. Our social events and games around the office are just a few ways we have fun.
Be different. We respect all forms of intelligence. We know that diversity is our strength and build it into all of our processes.
Be innovative. We give dedicated time to focus on passion projects and encourage new ideas in all that we do.
Be challenged. We create opportunities to take on new projects in security and beyond.
Grow your career. We make your growth and learning a priority by giving a dedicated training budget.
Find balance. We support work from home, have flexible work hours, and open vacation.
Click here to start imagining your future at Security Compass!
Security Compass is an equal opportunity employer. We are committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require any accommodation, please inform firstname.lastname@example.org so that an inclusive and barrier free process can be provided to all applicants. All information provided will be addressed confidentially.