Director of Customer Success

The company

A venture-backed cybersecurity company with an exposure management platform that sits on top of the security tools an enterprise already runs. It pulls findings from application, vulnerability, cloud, infrastructure and AI security tools into one view. It then prioritizes them by business context and uses AI and workflow automation to route and verify fixes. Customers keep their existing tools.

The company raised new funding in 2026 and is investing in its customer success organization. Customers include large Fortune 500 enterprises in financial services and manufacturing.

The role

The Director of Customer Success leads one of three CS pods. Each pod is a self-governing unit that owns its book of business. This is a player-coach seat: you manage the pod and carry a set of accounts yourself.

• Book: roughly 30 to 50 mid and large enterprise accounts
• Team: about four Customer Success Managers and Customer Success Engineers to start, growing with the pod; the wider CS team spans the US and India
• Customers: Directors of Application Security and Infrastructure Security, their managers and operations teams, up to the CISO
• Measured on: gross and net revenue retention for the pod

The workflows are in place and the business is running. The job is to improve and scale them, and AI is one of the main ways to do that.

What you will do

• Own retention and expansion for the pod: hold gross retention and grow net retention through renewals and expansion run jointly with Sales.
• Turn platform activity into customer value. Look at what is happening in an account and state the outcome in terms a CISO will repeat at renewal.
• Carry a set of strategic accounts as their CSM while coaching and managing the pod.
• Run executive relationships and escalations with Fortune 500 security leaders.
• Build AI into the CS workflow, in onboarding, account prep, health signals and QBRs, and measure the result.
• Improve the pod's operating cadence: health scoring, segmentation, playbooks and renewal forecasting.
• Bring customer feedback to Product in a form it can act on, and close the loop with the customer.
• Hire, develop and manage CSMs and CSEs, including the hard performance calls.
• Lead a team spread across US and India time zones.

What you bring

• 10+ years in enterprise Customer Success, Technical Account Management or post-sales Solutions Architecture at a SaaS company, in cybersecurity or a close neighbor, with several years managing people.
• Ownership of gross and net retention, and examples of what you changed to move them.
• Playbooks you built and measured, such as onboarding, QBR or escalation.
• Executive relationships with security leaders at Fortune 500 accounts, including CISOs.
• Enough technical depth to explain where risk sits for an AppSec or vulnerability management team, and to give Product clear feedback.
• Hands-on use of AI in Customer Success today, with specific workflows and results.
• Comfort carrying accounts while leading a team.
• Experience working with Sales and Product without direct authority.

Nice to have

• Background in application security, vulnerability management or exposure management
• Experience leading teams across the US and India
• Familiarity with CS platforms such as Vitally or Gainsight, and with Zendesk