Director, Customer Success - Best Sales Recruiters

Treeline, Inc., an award-winning sales recruiting and executive search agency, offering strategic sales staffing and recruitment services for leading companies in the United States and throughout North America. Dedicated to facilitating the placement of exceptional top sales talent professionals, Treeline stands at the forefront of advancing job careers of professionals in the sales industry!

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Company Profile:
Our client is a dynamic, venture-backed cybersecurity startup at the forefront of incident response innovation. They are revolutionizing the field with their groundbreaking cloud investigation, automation, and response (CIAR) platform. This company is experiencing rapid growth and is looking for passionate individuals to contribute to their mission of transforming digital forensics and incident response. The Director of Customer Success will be the first hire for CS in the United States and will be focused on growing a team while also overseeing a book of key accounts. This is a unique opportunity to leverage your experience to build and refine the Customer Success function from the ground up, including defining KPIs, establishing processes, and growing the team.


Job Description:

• Manage Key Customers: Acting as the primary CSM, this involves understanding customer needs, driving satisfaction, conducting regular check-ins, and proactively addressing their requirements. This involves monitoring Customer Health Scores (NPS), developing strategies to improve engagement, and addressing issues before they escalate to ensure customers are maximizing the platform's potential.
• Lead onboarding, provide ongoing training and identify opportunities to expand accounts: This includes conducting initial onboarding sessions covering setup and core features, as well as regularly updating and delivering advanced training on new features and integrations.
• Create & Refine the Customer Success Processes & Grow the Team: This includes refining and establishing KPIs for the customer onboarding, engagement, and success to enhance experiences and drive retention, as well as hiring and building the CS team.  

Requirements:

• 5+ years of proven CS experience with experience working with technical decision-makers, such as CISOs, IT teams, and security operations centers (SOC).
• Previous experience building out of a CS function with an early stage company, including hiring and scaling the team and creating KPIs and defining measurables 
• The ability to understand technical solutions, troubleshoot issues, identify customer needs, and proficiency in CRM software and data analytics.

Location: This is a remote, USA based opportunity where ideal candidates will be based in the Eastern or Central Time Zones, with flexibility to work with the international team as necessary. 

Job #5304

Total Comp: $200,000 - $250,000 + Equity