Note: The job is a remote job and is open to candidates in USA. Veracode is a global leader in Application Risk Management for the AI era, and they are seeking a Sr. Director of Global Customer Success to transform and scale their Customer Success team. The role focuses on enhancing customer satisfaction and retention through innovative strategies and data-driven decision making.
Responsibilities
- Increase renewal rates and reduce churn
- Expand revenue through cross-sell and up-sell opportunities
- Enhance product adoption, customer satisfaction, and health scores
- Foster customer advocacy and generate references for new business growth
- Use data and analytics to enhance customer success metrics, identify trends, and drive decisions; maintain customer health scores, churn prediction models and key performance indicators
- Map and enhance the customer journey, identifying key touchpoints and interventions
- Develop and refine segmentation strategies to tailor customer success packages
- Continuously improve processes based on industry best practices
- Oversee onboarding, training, and professional services for seamless customer integration
- Lead customer support and success management teams
- Drive initiatives for renewals, cross-sell, up-sell, and customer advocacy
- Establish and track operational metrics to measure effectiveness
- Recruit, mentor, and retain top talent
- Create a rapid onboarding process and foster a culture of continuous learning ensuring ongoing training and development for the Customer Success team
- Encourage collaboration within the team and across the customer lifecycle
- Implement enablement programs around DevOps, DevSecOps, Cloud Development and Application Security
- Stay current with industry trends and integrate relevant advancements into team training
Skills
- 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
Benefits
- Outstanding Medical, Dental, and Vision Coverage to meet all your healthcare needs.
- 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.
Company Overview