Director of Customer Success

Hoxhunt • Minneapolis, MN

4d • Hybrid

About The Position

Our mission and why it matters We are on a mission to make humans the strongest security layer. Human risk remains one of the biggest vulnerabilities and traditional awareness training is not enough. We take a different approach by combining AI-driven personalization, real threat detection, and behavioral science to actively protect people and organizations. We do not just simulate risks. We build the tools that detect and stop them. About this Role You 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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed