Director of Global Customer Success, Commercial

Join Secure Code Warrior to create a safer digital landscape by assisting companies to secure their software through developer-led practices!

Secure Code Warrior’s mission is to establish new standards for coding that transform the ways software is created. We do this by providing the world’s leading agile learning platform that delivers the most effective secure coding solution for developers to learn, apply, and retain software security principles. More than 600 enterprises trust Secure Code Warrior to implement agile learning security programs, build safer software, and create a culture of developer-driven security. We are a venture-backed company with offices in Australia, the United States, Belgium, Iceland, and the United Kingdom.

Your responsibilities include (but are not limited to):

• As a global leader of customer success managers, you will set the overall strategic plan and vision for our mid-market and SMB customer segments in our Americas, EMEA, and APAC regions, focusing on driving product adoption, providing a positive customer experience, ensuring customer success with our platform, and driving growth and retention
• Build, maintain, and lead a world-class team - recruiting, developing, and mentoring a high-performance team
• Lead your team to identify and drive customer outcomes, return on investment, product adoption, and positive customer experiences
• Advance and finetune the customer lifecycle journey by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous development and improvement
• Develop company-wide customer success motions integrating processes, content, and data insights
• Cultivate collaboration within the Secure Code Warrior Go-To-Market team and across customers
• Drive operational practices to track the performance of teams and individuals
• Oversee initial onboarding and business reviews, tracking performance, timelines, and outcomes for your team
• Work closely with renewals and sales management to align on account strategies, expansion and retention forecasting, risk mitigation, coverage plans, and account management best practices
• Ensure future lifetime value through steadfast customer satisfaction, health score mapping, and overall meticulous efforts to drive continuous product adoption
• Escalate client issues with speed and a sense of urgency, orchestrating resources across the company as appropriate in order to bring resolution
• Help mitigate churn and drive expansion through strong customer advocacy and referenceabilityDeliver boots-on-the-ground leadership to ensure that your team is highly motivated and engaged
• Inspire, challenge, and maximize the strength of the team and align their efforts to the mission and vision of the Secure Code Warrior
  
  
  

We’d love to chat if you have:

• Proven experience leading teams in customer success management, account management, renewal management, or sales management
• Strong experience leading teams, driving customer retention motions, customer growth, software adoption, and leveraging customer success best practices
• Demonstrated forward-thinking management experience leading teams in a technology or software company, ideally for a SaaS or subscription enterprise software company
• Proven ability to develop strategies, translate them into real initiatives, track successful delivery, and put innovations into action
• Ability to lead distributed teams across cultures and geographies
• Possess a healthy management presence and leadership ability, with communication and interpersonal skills that inspire and motivate individual contributors and peer leaders
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
• Agility and flexibility in responding to evolving business priorities and dealing with challenges
• Experience successfully working with senior executives and decision-makers
• Strong operational and business-building skills that will drive organizational efficiencies and long-term customer satisfactionAbility to collaborate across the organization and with external clients and partner stakeholders
• A Bachelor's degree from an accredited college or university required
  
  
  

You're joining us at an exciting stage in our journey, and are key to our future success. You’ll have the opportunity to create impact, deliver on your ideas, and use your spark; experience and expertise to help us live long and prosper.

Warriors have full flexibility. We appreciate that you’ll do your best work when you’re rested and energized. With our business operating globally, there’s no 9-5 grind at Secure Code Warrior. You’re encouraged to work the days, times and in the way that suits your best. We also offer generous leave and work from home options so you can make work work for you.

We’re a tight-knit team that values humility, diversity, giving back to the community and to each other. Giving back is key to being a Warrior, and we do what we can to make the world a little bit brighter as we work to make it more secure.

Diversity. Inclusion. They’re more than just words for us. They’re the hard-and-fast principles guiding how we build our teams, cultivate leaders and create a company where every single person feels safe and celebrated. We have a global, multicultural following—we want to reflect that inside our walls and ensure people come as they are, we like it that way!