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SecurityScorecard is seeking a Director of Enterprise Customer Success for North America to lead a team of Customer Success Managers responsible for the company's largest and most strategic enterprise accounts. You will own retention, expansion, and satisfaction metrics for a high-value customer portfolio while coaching and developing your CSM team. You'll partner closely with Sales, Product, and Support to ensure enterprise customers realize measurable value from SecurityScorecard's cybersecurity ratings platform.
Key responsibilities include: leading the North America Enterprise CSM team end-to-end with ownership of strategy, retention, expansion, and executive customer relationships; managing and refining high-touch customer success engagement including joint success planning, executive business reviews, health scoring, and renewal playbooks; championing an AI-driven approach to maximize CSM reach and impact; serving as an executive sponsor on strategic accounts and building relationships with customer stakeholders at VP/C-level; owning renewal forecasting; collaborating with Product and Engineering to advocate for enterprise customer needs and influence roadmap priorities; identifying at-risk accounts early and driving cross-functional action plans to resolve churn risk; reporting on team performance, portfolio health, and key CS metrics to senior leadership; hiring, onboarding, and ramping new CSMs as the team scales; and championing a customer-first culture across the organization.
Required qualifications: 7+ years in Customer Success, Account Management, or related customer-facing roles with 2+ years managing a team; proven track record owning retention and expansion targets for enterprise/strategic accounts (typically $100K+ ACV); experience building or scaling CS processes and playbooks in a growing organization; strong executive presence and experience navigating complex, multi-stakeholder enterprise relationships; data-driven approach to managing a book of business with comfort using forecasting, health scoring, and CS/BI tooling (Gainsight, ChurnZero, Totango, or similar); excellent coaching, communication, and cross-functional collaboration skills; experience in SaaS, cybersecurity, or related technical industry preferred; Bachelor's degree or equivalent experience.
Preferred qualifications include experience with security, risk, or compliance products; familiarity with Salesforce, Gainsight, and Slack; and background in Sales or Solutions Engineering. Success is measured by team consistently meeting or exceeding gross retention targets, well-coached and engaged CSMs hitting individual development goals, enterprise customers with clear documented success plans and regular executive touchpoints, and proactive identification and mitigation of churn risk.
