Sr. Manager, Digital Customer Success & Onboarding

Secure Code Warrior

Secure Code Warrior

Customer Service, Sales & Business Development
United States
Posted on Friday, June 21, 2024
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.

Core Responsibilities

  • As the leader of digital customer success & onboarding, you will set the overall plan and vision for our digital customer segments in our Americas, EMEA, and APAC regions, as well as oversell the global onboarding motions of all first time customers. Your mission will be focusing on driving product adoption, providing a positive customer experience, ensuring customer success with our platform, and driving growth and retention through technical motions and ad-hoc customer success management. This will be accomplished through technical touch mechanisms and through digital customer success managers.
  • Lead your customer segment in order to identify and drive customer outcomes, provide return on investment, ensure product adoption, and enhance positive customer experience
  • Develop, engineer, deploy, and own a full digital strategy that scales to SCW’s business needs
  • Oversee initial customer onboarding, tracking performance, timelines, and outcomes
  • Utilize software platforms to manage customer interactions, track progress, and measure outcomes
  • Leverage data analytics to track customer behavior, product usage patterns, and other measurements to gain insights and make data-driven decisions
  • Design and tailor communications to match specific objectives throughout the customers journey with SCW
  • Advance and finetune the customer lifecycle journey by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous development and improvement
  • Develop company-wide customer success motions integrating processes, content, and data insights
  • Cultivate collaboration within the Secure Code Warrior Go-To-Market team (sales, renewals, marketing, and customer success management) and across customers
  • Drive operational practices to track the performance of program initiatives
  • Work closely with renewals and sales management to align on account strategies, expansion and retention forecasting, risk mitigation, coverage plans, and account management best practices.Ensure future lifetime value through steadfast customer satisfaction, health score mapping, and overall meticulous efforts to drive continuous product adoption
  • Escalate client issues with speed and a sense of urgency, orchestrating resources across the company as appropriate in order to bring resolution
  • Help mitigate churn and drive expansion through strong customer advocacy and referenceability
  • Deliver boots-on-the-ground leadership to ensure that your team is highly motivated and engaged
  • Inspire, challenge, and maximize the strength of the team and align their efforts to the mission and vision of the Secure Code Warrior

Role Requirements

  • Proven experience leading teams in customer success management or operations, account management, renewal management, or sales management
  • Strong experience leading process and teams, driving customer retention motions, customer growth, software adoption, and leveraging customer success best practices
  • Demonstrated forward-thinking management experience leading teams in a technology or software company, ideally for a SaaS or subscription enterprise software company
  • Proven ability to develop strategies, translate them into real initiatives, track successful delivery, and put innovations into action
  • Possess a healthy management presence and leadership ability, with communication and interpersonal skills that inspire and motivate individual contributors and peer leaders.
  • Demonstrated operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
  • Agility and flexibility in responding to evolving business priorities and dealing with challenges
  • Experience successfully working with senior executives and decision-makers
  • Strong operational and business-building skills that will drive organizational efficiencies and long-term customer satisfaction
  • Ability to collaborate across the organization and with external clients and partner stakeholders
  • A Bachelor's degree from an accredited college or university required