Director of Customer Success, Swimlane
$210-240k
OTE
+ Stock Options + Variable Performance
1-5 days a week in office
Agentic AI automation for every security function
Be an early applicant
Agentic AI automation for every security function
201-500 employees
Be an early applicant
$210-240k
OTE
+ Stock Options + Variable Performance
1-5 days a week in office
201-500 employees
Company mission
To empower enterprises and MSSPs to prevent breaches and ensure compliance across your entire security organization using agentic AI automation that’s built by practitioners for practitioners.
Role
Who you are
- 8+ years of progressive experience in Customer Success, Account Management, or Professional Services within enterprise B2B SaaS
- 3+ years in a direct people management/leadership role managing CS teams
- Proven experience in Cybersecurity, SecOps, Enterprise AI, or related field
- Demonstrated success holding NRR/GRR quota accountability for customer portfolios
- Proficiency with CRM platforms (Salesforce preferred) and Customer Success tools (e.g., ChurnZero, Gainsight, Totango, Planhat)
- Strong expertise in analyzing dashboards and customer health metrics
- Strong analytical, communication, and executive-facing skills
- Ability to thrive in a fast-paced SaaS environment
- Strong understanding of how AI is shaping enterprise automation and customer workflows
- Demonstrated ability to engage and influence senior security stakeholders and communicate complex technical value propositions clearly
- Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Swimlane, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway! You may just be the right candidate for this or other roles!
What the job involves
- As the Director of Customer Success, you will lead and scale the Customer Success team to drive retention, account expansion, and long-term customer value across our security portfolio
- In this role, you will guide a team of Customer Success Managers (CSMs) partnering directly with customer security teams to ensure successful deployment, continuous adoption, and measurable security outcomes
- You'll collaborate internally, influence product decisions, and represent Swimlane at events
- We also value your curiosity about our customers and their evolving needs, as it plays a vital role in delivering the maximum value from our products
- Oversee and coach a high-performing Customer Success team, fostering a culture of accountability, continuous learning, and customer advocacy
- Monitor and establish insight into key team KPIs — including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), CSAT/NPS- and report progress against goals to executive leadership
- Lead critical account mitigation plans for high-risk accounts, reducing at-risk ARR and improving time-to-resolution
- Build trusted relationships with industry security leaders
- Ensure customers achieve fast, measurable ROI, including reduced time-to-first-value and measurable improvement in customer security outcomes (e.g., faster mean-time-to-respond, automation adoption)
- Partner closely with Sales to seamlessly manage the sales-to-delivery transition and drive CS-sourced and CS-influenced expansion pipeline and revenue
- Collaborate with Product and Engineering to synthesize customer insights, influence product roadmaps, and support rollout strategies
- Oversee and ensure the accuracy and execution of customer success plans CS platforms
- Improve CS processes through automation and AI-enabled workflows
- Build and scale the CS team’s coverage model, balancing account load (ARR/Account Total per CSM) against portfolio growth
- How We’ll Measure Success:
- Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) across your customer portfolio
- CS-sourced and CS-influenced expansion pipeline and revenue
- Escalation resolution time and reduction in at-risk ARR
Our take
A rise in security breaches and incidents across all sectors has meant a major boost to cyber-security budgets.
Swimlane is a security operations company aiming to help its clients keep those budgets down through automation. Indeed, Swimlane’s suite of SOAR tools can automate 80-90% of the incident response process.
The company sets itself apart through its uniquely low-code approach that both enables ease-of-use for non-technical employees and a proliferation of integrations with organizations’ existing tools.
Swimlane is now looking to grow through expanding its product suite to drive further revenues. One such initiative is Swimlane Turbine, which captures hard-to-reach telemetry and expands actionability. This product has since seen 107% year-over-year adoption growth, indicating Swimlane's success in the SecOps market
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Jun 2025
$45m
LATE VC
Jul 2022
$70m
GROWTH EQUITY VC
Total funding: $226m
Company benefits
- Competitive Benefits & Compensation: Equity & 401k contributions, unlimited PTO and paid parental leave are just some of the benefits employees can expect.
- Training & Professional Development: We invest in the future of our employees, and offer opportunities to grow professionally with regular training.
- Great Company Culture: We value collaboration and innovation – and know how to have fun! Regular happy hours, trivia and on-site team building summits foster our exciting work environment.
- Give-back Volunteering Opportunities: We encourage employees to give back to their communities. Our Colorado-based teams take advantage of volunteer days to help the local community.
- Remote, Inclusive Work Environment: We operate across the globe, with both hybrid and remote employees. We’re a remote-first company and ensure that both in-person and virtual employees are represented.
- Laptop of Your Choice: Mac or PC? The choice is yours. Every Swimlaner can choose their preferred laptop when they join the team.
Company HQ
Central Business District, Denver, CO
Leadership
Cody Cornell
(Co-Founder & CEO)They have spent 15 years in IT and security, including roles with the U.S. Defense Information Systems Agency (DISA), Department of Homeland Security (DHS), American Express and IBM Global Business Services.
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