Sr. Director, Global Customer Success

ABOUT THE ROLE We are seeking a highly skilled Sr. Director of Global Customer Success to lead our Customer Success team in delivering exceptional outcomes for our clients. As a pivotal leader within our organization, you will be responsible for transforming and scaling our Customer Success team to drive customer satisfaction, retention, and growth. You will leverage your technical expertise, collaborative approach, and data-driven mindset to enhance customer satisfaction, retention, and growth. WHAT YOU'LL DO As the Sr. Director of Global Customer Success, you will be responsible for driving customer success outcomes, defining and optimizing the customer lifecycle, managing customer success activities, and leading a world-class Customer Success team. Key aspects of the role include: - Increasing renewal rates and reducing churn - Expanding revenue through cross-sell and up-sell opportunities - Enhancing product adoption, customer satisfaction, and health scores - Fostering customer advocacy and generating references for new business growth - Using data and analytics to enhance customer success metrics, identify trends, and drive decisions - Mapping and enhancing the customer journey, identifying key touchpoints and interventions - Developing and refining segmentation strategies to tailor customer success packages - Continuously improving processes based on industry best practices - Overseeing onboarding, training, and professional services for seamless customer integration - Leading customer support and success management teams - Driving initiatives for renewals, cross-sell, up-sell, and customer advocacy - Establishing and tracking operational metrics to measure effectiveness - Recruiting, mentoring, and retaining top talent - Creating a rapid onboarding process and fostering a culture of continuous learning - Encouraging collaboration within the team and across the customer lifecycle - Implementing enablement programs around DevOps, DevSecOps, Cloud Development, and Application Security WHAT YOU'LL NEED To be successful in this role, you will need: - Proven experience in a Senior Customer Success leadership role within a SaaS company, preferably in application security or related industry - Demonstrated success in transforming and scaling global customer success organizations to deliver tangible outcomes for customers - Strong technical background, with the ability to understand complex technical concepts and guide customers through technical challenges - Highly collaborative with excellent interpersonal and communication skills, capable of working effectively across departments and with executive leadership - Data-driven mindset with experience in leveraging analytics to drive customer success strategies and decisions - Deep understanding of market trends, customer needs, and industry best practices in customer success WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere and enjoy a better work-life balance. Our remote work model allows you to be productive and efficient while also taking care of your personal needs. BENEFITS We offer a comprehensive benefits package, including: - Outstanding Medical, Dental, and Vision Coverage - Wellness benefits to help you focus on what's most important - "Take What You Need" time off policy - Extensive development and training offerings to help you grow your career at Veracode - Generous 401k match to help save for your future - Amazing community of professionals who take pride in what we do every day