The VP of Customer Success will drive customer satisfaction, retention, and growth by leading a global team and collaborating cross-functionally.
As the Vice President of Customer Success, you will be responsible for driving customer satisfaction, retention, and growth. You will lead and mentor a team of customer success managers, collaborate with cross-functional teams, and champion the voice of the customer throughout the organization. Your primary goal will be to ensure our customers' success with our products and services.
What you will do:
- Develop and implement customer success strategies to drive customer satisfaction, retention, and growth.
- Oversee SCW's Customer Success operation by implementing streamlined systems and processes that will see improved CS efficiencies globally, including tools, software and workflows.
- Hire, mentor, and shape the capability of the global team - including the ability to manage managers (you will be responsible for multiple direct senior reports).
- Champion the voice of the customer throughout the organization, acting as a liaison between our customers and cross-functional teams such as sales, product, and engineering.
- Analyze customer feedback and usage data to identify areas for improvement and drive product and service development.
- Monitor customer churn risks and develop strategies to mitigate them.
- Develop and maintain customer success metrics and regularly report on progress to senior management.
- Work with the sales team to identify opportunities for upselling and cross-selling, and develop strategies to improve customer lifetime value.
- Work closely with Regional leaders and CCO to ensure OKR's, deliverables and team objectives are on track to success.
- Drive Customer Onboarding (90 days post sale) and a rate for 80%+ target
What you will bring:
- Bachelor's degree in business, marketing, or a related field. MBA preferred.
- 10+ years of experience leading customer success preferably in the Saas Cyber Security Industry (or adjacent industry-EdTech?).
- Proven track record of owning and driving customer satisfaction, retention, and growth.
- Strong leadership skills with experience creating, managing, and mentoring teams.
- Excellent written and verbal communication skills, with experience communicating effectively with senior leadership and customers.
- Strong analytical skills and experience with data-driven decision-making.
- Ability to collaborate cross-functionally and champion the voice of the customer throughout the organization.
- Strong business acumen.
- Experience creating or partnering with an internal Professional Services group.
Top Skills
Customer Success Software
Cyber Security
SaaS
Secure Code Warrior Boston, Massachusetts, USA Office
Boston, MA, United States
Similar Jobs
Biotech
The Technical Support Specialist will assist customers with LC/MS product technical support, application support, and troubleshooting, aiming to enhance customer satisfaction.
Top Skills:
Artificial IntelligenceAugmented RealityLc/Ms InstrumentationNano-Lc SystemsNetworkingOrbitrap Mass SpectrometersPc HardwareWindows Based Software
Healthtech • Software • Telehealth
The role involves providing telephone-based care for diabetes patients, crafting personalized nutrition programs, and collaborating with a clinical team to improve patient outcomes.
Top Skills:
Blood Pressure CuffsCellular-Connected DevicesElectronic Health Record (Ehr)Glucometers
Consulting
As a Client Manager, you'll support key accounts, manage projects, maintain budgets, collaborate with teams, and ensure timely deliverables, driving client satisfaction and agency success.
Top Skills:
ExcelMicrosoft WordOutlookPowerPoint
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
