About the Role:We're looking for a leader for our Leader Enterprise Customer Success, North America to lead a team of Customer Success Managers responsible for our largest and most strategic enterprise accounts. You'll own retention, expansion, and satisfaction for a portfolio of high-value customers, coach and develop a team of CSMs, and partner closely with Sales, Product, and Support to ensure enterprise customers realize measurable value from our platform.
What You'll Do- Own the North America Enterprise CSM teams end to end, including strategy, retention, expansion, and executive customer relationships for the segment.
- Manager 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 an executive sponsor on strategic accounts, building relationships with customer stakeholders at the VP/C-level.
- Own renewal forecasting
- Collaborate with Product and Engineering to advocate for enterprise customer needs and influence roadmap priorities.
- Identify at-risk accounts early and drive cross-functional action plans to resolve churn risk.
- Report on team performance, portfolio health, and key CS metrics to senior leadership.
- Hire, onboard, and ramp new CSMs as the team scales.
- Champion a customer-first culture across the organization.
Required Qualifications:- 7+ years in Customer Success, Account Management, or related customer-facing role, with 2+ years managing a team.
- Proven track record owning retention and expansion targets for enterprise/strategic accounts (typically $100K+ ACV).
- Experience building or scaling CS 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 tooling (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.
Preferred Qualifications:- Experience with security, risk, or compliance products.
- Familiarity with tools like Salesforce, Gainsight, and Slack.
- Background in Sales or Solutions Engineering.
What Success Looks Like- Team consistently meets or exceeds gross retention targets.
- CSMs are well-coached, engaged, and hitting individual development goals.
- Enterprise customers have clear, documented success plans and regular executive touchpoints.
- Churn risk is identified and mitigated proactively, not reactively.
Benefits:Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!
The estimated total compensation range for this position is $200,000 - $220,000 (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.
