About this RoleYou are a highly operational customer success leader who thrives in a fast-paced scale-up environment. In this role, you will define the roadmap for our North American customer journey, ensuring that our clients successfully adopt, renew, and expand their use of our AI-native human risk management platform. You will not only manage and elevate a team of talented Customer Success Managers, but you will also roll up your sleeves to engage directly with our clients and stakeholders.
What You'll Do- Lead, mentor, and scale the Customer Success team in the US, fostering a culture of high performance, accountability, and continuous learning while delivering scalable growth across the customer base. Drive employee development through regular 1:1s, goal setting, coaching, performance reviews, and career growth conversations.
- Own the regional gross and net revenue retention (GRR and NRR) targets, taking ultimate responsibility for customer health, renewals, and expansion opportunities.
- Own and improve the regional customer journey for our US clients, ensuring seamless onboarding handoffs, rapid time-to-value, strong adoption, and long-term engagement.
- Partner closely with our Sales, Product, and Marketing teams to align on go-to-market strategies and ensure customer feedback directly informs our product roadmap
- Build upon and refine scalable playbooks, operational processes, and KPI frameworks that enable the Customer Success team to deliver exceptional experiences as our customer base grows.
What We're Looking For- Proven leadership experience of 3-4 years of managing and scaling Customer Success or Account Management teams within a B2B SaaS environment.
- A strong track record of owning and exceeding gross and net revenue retention targets at a regional or organizational level.
- Exceptional coaching and mentorship skills, with a passion for developing talent and building high-performing, collaborative teams.
- Strategic operational mindset with the ability to build scalable processes, playbooks, and health-scoring frameworks from the ground up.
- Excellent executive presence and communication skills, comfortable navigating complex enterprise accounts and building trust with senior leaders.
- A highly autonomous, proactive approach to problem-solving, thriving in an ambiguous, fast-growth environment where you can take real ownership.
Bonus Points If You Also- Bring experience from the cybersecurity sector or a deep interest in human risk management.
- Have successfully led teams through a significant scale-up phase or expansion into the North American market.
What you can expect from us:- Compensation: Annual base salary of $130,000 -140,000 depending on experience, plus a competitive commission model with an on-target earnings of $162,000 -$175,000
- Working ways: We work in a flexible, hybrid work setting. You are expected to collaborate from our Minneapolis office.
- High performance meets high humanity: We bring an incredibly driven, high-impact energy to our work, but we remain deeply humble and team-focused. You will be surrounded by wildly talented, dedicated colleagues in an environment built on extreme kindness, support, and psychological safety.
- Authentic trust & autonomy: We hire great people and trust them to do great work. You will find a culture free of micromanagement, giving you the autonomy to take real ownership, drive impact, and shape things early on.
- A product you can be proud of: It is incredibly rare in cybersecurity to build a product that end-users genuinely love. You will join a fast-paced, technically sophisticated team making a real, measurable impact against cybercrime.
- The perks that matter: Alongside this amazing community, you will enjoy a comprehensive benefits package including medical, dental, and vision coverage (with a portion of premiums covered by the company), life insurance, PTO, 11 paid holidays plus 2 floating holidays, wellness benefits, paid parental leave, a 401(k) match, and more. Plus, you'll get to collaborate from our wonderful office in Minneapolis!
Our Recruitment ProcessWe want to get to know you and how you think! Our process typically includes:
- TA screening call (30 min, remote)
- Hiring manager interview (45 min, remote)
- Hiring manager interview (30 min, remote)
- Final panel interview at our office in Edina, MN (1 hour, onsite)
- Offer
- References & Background Check
