Leader Enterprise Customer Success, NA

SecurityScorecard•New York, NY

8d•$200,000 - $220,000

About The Position

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint. Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of the World’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.” SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital. 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.

Requirements

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.

Nice To Haves

Experience with security, risk, or compliance products.
Familiarity with tools like Salesforce, Gainsight, and Slack.
Background in Sales or Solutions Engineering.

Responsibilities

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.