Director of Customer Success

At Seraphic, we are revolutionizing browser security. Our patent-pending technology offers unmatched protection against zero-day attacks, phishing, and malicious downloads. By operating at the core of the browser, we provide comprehensive visibility and control, preventing data loss and leakage.

Why Seraphic?

• Cutting-Edge Protection: Full defense against all browser threats
• Seamless Access: Browse internal sites and private applications directly from your browser without a VPN or a remote desktop
• Innovative Environment: Be part of a team leading the cybersecurity frontier shaping the modern solutions impacting billions of users
• Challenging Technologies: Engage with a rich SaaS app, high-scale backend processing millions of requests, and a core networking solution, all with the highest level of security
• Innovation and Leadership: Leverage our patented technology and leadership recognition, such as Frost & Sullivan’s 2024 Enabling Technology Leadership Award for Global Zero Trust Browser Security
• Collaboration and Team: Work with industry experts in a collaborative environment to solve complex problems

This is an exciting opportunity to join a fast-growing start-up company, consisting of talented team players, with the best-of-breed solution revolutionizing browser security.

Join us in shaping the future of secure browsing!

As a key leadership role, the Director of Customer Success is a senior role within the Customer Experience department, which drives strategic growth by ensuring customer satisfaction, retention, and long-term value.

This role is pivotal in aligning customer needs with company goals, fostering strong relationships, and shaping the future of our customer success initiatives.

What You’ll Do:

• Serve as the primary point of contact for assigned accounts, building and nurturing trusted relationships with key stakeholders
• Conduct regular check-ins and Q/Y business reviews to assess client satisfaction and needs
• Monitor customer health metrics, proactively address churn risks, and develop strategies to improve retention and loyalty
• Identify and act on upselling and cross-selling opportunities to drive customer growth
• Track and report on account performance, customer feedback, and retention metrics to internal stakeholders
• Address customer concerns promptly and effectively while balancing company interests
• Collaborate with cross-functional teams (Sales, Product, Support) to enhance the customer experience and provide actionable feedback
• Guide new customers through onboarding, ensuring a seamless product adoption process
• Provide tailored training, resources, and ongoing support to meet client needs
• Mentor junior team members, develop the Seraphic CMS playbook, and actively contribute to shaping strategic initiatives

Requirements:

What You’ll bring with you:

• 8+ years of experience in Customer Success or related roles
• 4+ years in a leadership role within a cybersecurity SaaS company, demonstrating a proven track record of driving NRR growth and reducing churn?
• Deep understanding of the cybersecurity domain
• Strong business acumen, including the ability to articulate customer ROI and align strategies with business goals
• Exceptional analytical skills to derive actionable insights from data and build predictive models to anticipate customer needs
• Outstanding executive presence, with excellent storytelling and presentation abilities
• Familiarity with ticketing systems such as Jira, Zendesk, and Salesforce
• Strong problem-solving skills, with the ability to troubleshoot and resolve complex technical issues
• Proficiency in explaining technical concepts clearly to both technical and non-technical audiences
• Excellent verbal and written communication skills, including the ability to craft client-facing and internal documentation
• A customer-first mindset, with empathy and patience when working with clients
• Proven ability to deliver timely, effective solutions that exceed customer expectations
• Experience working collaboratively with cross-functional teams, including development, sales, and product teams
• A passion for sharing knowledge and mentoring team members
• Willingness and ability to travel as required

Nice to have but not a must:

• Relevant certifications like CCSM