Position Overview
The Director of Customer Success, reporting directly to the VP of Technical Sales & Customer Success, is a critical role responsible for driving customer retention, expansion, and overall satisfaction with Ordr's cybersecurity software solutions. This position is a hands-on player-coach role that will lead a team of 6 direct reports and coordinate the company's renewal program, ensuring long-term customer value and business growth. Working closely with the VP, the Director will execute comprehensive customer success strategies aligned with Ordr's business goals.
Key Responsibilities
Renewal Program and Execution
- Execute a comprehensive renewal program to maximize customer retention
- Collaborate with sales team to identify upsell and cross-sell opportunities
- Monitor and analyze renewal forecasts
- Provide regular updates to senior leadership
Team Leadership and Development
- Manage and mentor Customer Success Managers (CSMs) and Solution Architects
- Establish clear performance metrics and goals aligned with company objectives
- Implement best practices and standardized processes
- Oversee team recruitment, training, and professional development
Customer Success Operations
- Optimize CS processes, tools, and technologies
- Develop customer health scorecards
- Proactively identify at-risk accounts
- Collaborate with product and engineering teams to communicate customer feedback
Customer Advocacy
- Execute a comprehensive program to capture and document customer success narratives
- Execute the systematic approach to developing customer success stories and testimonials
Strategic Account Management
- Manage strategic, high-value customer relationships
- Serve as escalation point for complex customer issues
- Conduct executive-level business reviews
Reporting and Analytics
- Create reports on team performance, customer health, and renewal metrics
- Analyze customer data to identify trends and improvement opportunities
Qualifications
Education and Experience
- Bachelor's degree in Business, Computer Science, or related field
- 3+ years working in a startup environment
- 7+ years in customer success, sales engineering, or account management
- 3+ years in leadership position
- Proven track record managing enterprise SaaS customer relationships
Required Skills
- Strong understanding of cybersecurity and networking concepts and technologies
- 802.1x/NAC, Cybersecurity, Vulnerability management.
- Excellent communication and interpersonal skills
- Ability to build and lead high-performing teams
- Experience with CS platforms and CRM systems
- Strategic thinking and data-driven problem-solving
Key Competencies
- Leadership and team management
- Customer relationship management
- Strategic planning and execution
- Analytical problem-solving
- Adaptability in fast-paced environments