Director, Customer Success
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Job Description
Director of Customer Success building and scaling operations for SaaS company Tenable. Enhancing customer experience and ensuring operational efficiency in a growing team.
Responsibilities:
- Develop, implement, and maintain critical CS business processes and solutions
- Work with stakeholders within CS and across the organization to understand needs, identify gaps/areas of opportunity, and propose changes to existing systems, policies, and process framework
- Partner with Business Platforms on CS automation initiatives as needed
- Manage end-to-end project execution including documentation, timelines, communication, and acceptance testing
- Outline and enforce change management best practices; communicate and document upcoming changes and releases
- Collaborate with (both in-house and external contractors) system administrators of CS technologies (Salesforce, Gainsight, and similar)
- Assist with the implementation and day-to-day support of solutions, technologies, and supporting applications
- Serve as the liaison between CS and other operations functions in the organization (e.g. Sales, Marketing, Finance, etc.)
- Maintain and oversee CS department Standard Operating Procedures (SOP)
- Ensure the accuracy and integrity of CS reports and dashboards
- Review key metrics to identify strategic insights and trends; perform critical analysis and diagnostics to solve key business challenges
- Ensure CS teams have early warning indicators when critical business metrics are at risk
- Support recurring and ad hoc reporting requests as needed
- Monitor and report on CS Ops throughput, organizational impact, and contribution to overall CS efficiency
- Help prepare monthly and quarterly CS presentations for department meetings, company all hands, and board
- Collaborate with Sales Enablement on creating a comprehensive training program to support the learning needs of all roles within CS organization from onboarding to relationship management
- Ensure all on-going system and process changes are properly documented and communicated
- Build a curriculum that includes grooming soft skills critical to immediate duties and longer-term professional development
- Establish metrics that measure the effectiveness and quality of new hire and ongoing CS training
Requirements:
- Bachelor’s degree
- 5+ years of experience working in a similar role
- Business operations experience in SaaS, preferred; experience in Cyber Security desirable
- Self-starter with strong leadership and mentoring skills
- Analytical, process-oriented, flexible, and resourceful
- Excellent communication, written, verbal, and listening skills; ability to communicate complex technical concepts to engineers and admins just as easily as not as technically savvy stakeholders
- Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solution
- Confidence in advocating best practices
- Spanish speaking preferred
Benefits:
- medical
- dental
- vision
- disability and life insurance
- 401(k) retirement savings with company match
- employee stock purchase plan
- employee referral program
- flexible spending accounts
- Employee Assistance Program (EAP)
- education assistance
- parental leave
- paid time off (PTO)
- company-paid holidays
- health and wellness events
- community programs
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