Director of Customer Success

The browser has become the main productivity tool for employees due to driving trends like working remotely, BYOD, and web-based SaaS applications.

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.

• 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. 

• 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 

• 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 churnֿ 

• 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 

• Relevant certifications like CCSM