Enterprise Head of Customer Success
Secure Code Warrior
Customer Service, Sales & Business Development
Dallas, TX, USA
Posted on Thursday, November 9, 2023
Our mission at Secure Code Warrior is to make the digital world safer by helping companies secure their software through developer-driven security. In a nutshell, Secure Code Warrior gives developers the skills to write secure code. Our learning platform is the most effective secure coding solution because it uses agile learning methods for developers to learn, apply, and retain software security principles. Over 600 enterprises trust Secure Code Warrior to implement agile learning security programs, deliver secure software rapidly, and create a culture of developer-driven security.
To make our mission possible, we’ve brought together individuals passionate about software, security, connection, and collaboration. We are a venture-backed, global remote-first company with offices in Australia, America, Belgium, Iceland, and the United Kingdom.
For more information about Secure Code Warrior, visit www.securecodewarrior.com.
What are the Essential duties of this role?
As the Head of Customer Success, Enterprise - US, 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 enterprise customer satisfaction, retention, and growth.
Implement streamlined systems and processes that will provide improved CS efficiencies for the US enterprise customers and contribute to global enterprise customer processes, including tools, software and workflows.
Hire, mentor, and shape the US Enterprise team - including the ability to manage manager.
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 to regularly review progress with CS management and peers
Work with the sales team to identify opportunities for upselling and cross-selling, and develop strategies to improve customer lifetime value.
Work closely with other Regional leaders and VP to ensure OKR's, deliverables and team objectives are on track to success.
What You Will Bring:
Bachelor's degree in business, marketing, or a related field.
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.
You're joining us at an exciting stage in our journey, and are key to our future success. You’ll have the opportunity to create impact, deliver on your ideas, and use your spark; experience and expertise to help us live long and prosper.
Warriors have full flexibility. We appreciate that you’ll do your best work when you’re rested and energized. With our business operating globally, there’s no 9-5 grind at Secure Code Warrior. You’re encouraged to work the days, times and in the way that suits your best. We also offer generous leave and work from home options so you can make work work for you.
We’re a tight-knit team that values humility, diversity, giving back to the community and to each other. Giving back is key to being a Warrior, and we do what we can to make the world a little bit brighter as we work to make it more secure.
Diversity. Inclusion. They’re more than just words for us. They’re the hard-and-fast principles guiding how we build our teams, cultivate leaders and create a company where every single person feels safe and celebrated. We have a global, multicultural following—we want to reflect that inside our walls and ensure people come as they are, we like it that way!