VP of Customer Success

Oligo Security•New York, NY

5d•Hybrid

About The Position

Oligo is a fast-growing cybersecurity startup transforming how organizations protect their applications, cloud environments, and AI systems at runtime. Backed by top-tier investors including Greenfield Partners, Red Dot Capital Partners, Lightspeed, Ballistic Ventures, and TLV Partners, we're on a mission to make real-time security a reality. Oligo's industry's leading runtime security platform built to stop attacks in real time without stopping the business. We transform security from passive visibility to active protection across applications, cloud services, workloads, and AI systems. By uncovering the deepest layers of what actually runs in production, Oligo helps organizations prioritize exploitable vulnerabilities, detect malicious behavior as it happens, and stop modern attacks in their tracks. We're looking for a VP of Customer Success to lead and grow our Customer Success organization as we scale our footprint with enterprise customers. You'll take ownership of our existing CS team, growing and developing the team further, while also personally managing a portfolio of strategic accounts. A core focus of this role is driving renewals and upsell/expansion revenue you'll own retention and growth within our existing customer base as a key lever for the company's overall growth.

Requirements

7+ years of Customer Success experience in B2B SaaS, including several years in a CS leadership role (managing a team of CSMs)
Proven track record of owning and exceeding renewal and expansion/upsell targets in a B2B SaaS environment
Several years of experience specifically within cybersecurity or a closely related technical domain (e.g., cloud security, application security, DevSecOps)
Deep technical understanding of modern software environments - cloud infrastructure, application architecture, APIs, and how security tooling integrates into customer environments
Comfortable identifying, adopting, and championing AI tools to improve CS workflows, efficiency, and customer experience
Proven track record of managing and growing a Customer Success team while also owning strategic accounts directly
Strong commercial acumen, with experience building and running a renewals/expansion forecasting process
Comfortable engaging directly and credibly with technical stakeholders (security engineers, CISOs, SOC teams)
Excellent executive presence and communication skills, with experience reporting to senior leadership
Based on the East Coast (US), with ability to travel to customers and to company offices as needed
Experience with CS tooling and platforms (e.g., Vitally, Totango, or similar) and CRM systems (e.g., Salesforce)

Nice To Haves

Experience scaling a growing CS team into a larger, more structured organization
Relevant technical or security certifications or a technical background (engineering, solutions architecture, or similar)
Experience partnering closely with Support and IT/Security teams on shared customer workflows

Responsibilities

Own renewals and expansion revenue as a primary goal - drive net revenue retention (NRR) through proactive renewal management and upsell/cross-sell strategy
Lead, manage, and grow the Customer Success team, including hiring, onboarding, coaching, and performance management as the team and customer base expand
Personally own and manage a portfolio of key strategic accounts, alongside overseeing the team's accounts
Own the post-sale customer lifecycle end-to-end: onboarding, adoption, health scoring, renewals, and expansion
Build and continuously improve a renewals and expansion motion, including forecasting, pipeline management, and risk mitigation for at-risk accounts
Define and evolve the CS strategy, playbooks, and processes to maximize retention and drive growth within the existing customer base
Serve as a senior, technically credible point of contact for our largest and most complex enterprise accounts
Partner closely with Sales on renewal and expansion opportunities, and with Product and Support to ensure a seamless customer experience and to feed customer insights into the roadmap
Develop and own CS metrics and reporting (health scores, churn risk, NPS/CSAT, renewal and expansion forecasting) and report on them to executive leadership
Act as an escalation point for critical customer issues, partnering with the Support team on technical or security-related concerns
Build strong relationships with CISOs, security engineers, and other technical stakeholders within customer organizations
Represent the voice of the customer in internal strategy and product discussions