Director, Customer Success

Tenable•Miami, FL

3d•Hybrid

About The Position

Tenable® is the Exposure Management company. 44,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 65 percent of the Fortune 500, 45 percent of the Global 2000, and large government agencies. Come be part of our journey! What makes Tenable such a great place to work? Ask a member of our team and they’ll answer, “Our people!” We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When you’re part of our #OneTenable team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together! Your Role: Build and scale internal operations to drive success across a rapidly growing CS organization, including Onboarding, Customer Success Management, Retention and Customer Experience. In partnership with internal stakeholders, you will gather business requirements, oversee technical projects, improve processes, analyze results, and enable training. The role of Head of Customer Success, is paramount in contributing to the overall scale and efficiency of the Customer Success department and ultimately the broader organization.

Requirements

Bachelor’s degree
5+ years of experience working in a similar role
Business operations experience in SaaS, preferred; experience in Cyber Security desirable
Self-starter with strong leadership and mentoring skills
Analytical, process-oriented, flexible, and resourceful
Excellent communication, written, verbal, and listening skills; ability to communicate complex technical concepts to engineers and admins just as easily as not as technically savvy stakeholders
Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solution
Confidence in advocating best practices

Nice To Haves

Spanish speaking preferred

Responsibilities

Develop, implement, and maintain critical CS business processes and solutions
Work with stakeholders within CS and across the organization to understand needs, identify gaps/areas of opportunity, and propose changes to existing systems, policies, and process framework
Partner with Business Platforms on CS automation initiatives as needed
Manage end-to-end project execution including documentation, timelines, communication, and acceptance testing
Outline and enforce change management best practices; communicate and document upcoming changes and releases
Collaborate with (both in-house and external contractors) system administrators of CS technologies (Salesforce, Gainsight, and similar)
Assist with the implementation and day-to-day support of solutions, technologies, and supporting applications
Serve as the liaison between CS and other operations functions in the organization (e.g. Sales, Marketing, Finance, etc.)
Maintain and oversee CS department Standard Operating Procedures (SOP)
Ensure the accuracy and integrity of CS reports and dashboards
Review key metrics to identify strategic insights and trends; perform critical analysis and diagnostics to solve key business challenges
Ensure CS teams have early warning indicators when critical business metrics are at risk
Support recurring and ad hoc reporting requests as needed
Monitor and report on CS Ops throughput, organizational impact, and contribution to overall CS efficiency
Help prepare monthly and quarterly CS presentations for department meetings, company all hands, and board
Collaborate with Sales Enablement on creating a comprehensive training program to support the learning needs of all roles within CS organization from onboarding to relationship management
Ensure all on-going system and process changes are properly documented and communicated
Build a curriculum that includes grooming soft skills critical to immediate duties and longer-term professional development
Establish metrics that measure the effectiveness and quality of new hire and ongoing CS training