Leader Enterprise Customer Success, SecurityScorecard

• 7+ years in Customer Success, Account Management, or related customer-facing role, 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, comfortable with 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 a related technical industry preferred
• Bachelor's degree or equivalent experience

Desirable

• We're looking for a leader for our Leader Enterprise Customer Success, North America to lead a team of Customer Success Managers responsible for our largest and most strategic enterprise accounts. You'll own retention, expansion, and satisfaction for a portfolio of high-value customers, coach and develop a team of CSMs, and partner closely with Sales, Product, and Support to ensure enterprise customers realize measurable value from our platform
• Own the North America Enterprise CSM teams end to end, including strategy, retention, expansion, and executive customer relationships for the segment
• Manager and refine high touch customer success engagement including joint success planning, executive business reviews, health scoring, renewal playbooks, and escalation management
• Champion an AI driven approach to maximizing CSM reach and impact
• Act as an executive sponsor on strategic accounts, building relationships with customer stakeholders at the VP/C-level
• Own renewal forecasting
• Collaborate with Product and Engineering to advocate for enterprise customer needs and influence roadmap priorities
• Identify at-risk accounts early and drive cross-functional action plans to resolve churn risk
• Report on team performance, portfolio health, and key CS metrics to senior leadership
• Hire, onboard, and ramp new CSMs as the team scales
• Champion a customer-first culture across the organization
• What Success Looks Like:
• Team consistently meets or exceeds gross retention targets
• CSMs are well-coached, engaged, and hitting individual development goals
• Enterprise customers have clear, documented success plans and regular executive touchpoints
• Churn risk is identified and mitigated proactively, not reactively