Director of Customer Success, Corelight
$186-328k
Network & cloud security
Posted today
Network & cloud security
201-500 employees
Posted today
$186-328k
201-500 employees
Company mission
To help defend the world's most sensitive, mission-critical organisations.
Role
Who you are
- 10+ years of relevant Customer Success, Customer Experience, or related domain experience, including at least 5 years in leadership and experience managing managers or multiple customer-facing teams
- A bachelor's degree or an equivalent combination of education and professional experience
- A demonstrated track record of owning and delivering against retention, GRR, NRR, and expansion targets
- Strong understanding of the enterprise sales cycle and how Customer Success, Professional Services, and Renewals work together to deliver customer outcomes
- Experience with Customer Success platforms such as Gainsight, Catalyst, or similar solutions, including defining and measuring the customer journey
- Deep understanding of Customer Success metrics, including NRR, GRR, churn, adoption, customer health scoring, and forecasting
- Proven ability to identify meaningful patterns within customer interactions and usage data, translating insights into actions that improve customer outcomes
- The ability to lead, motivate, and develop high-performing customer-facing teams at both the manager and individual contributor level
- Strong systems thinking with the ability to identify patterns, solve problems, and scale processes across a growing enterprise customer base
- A service-oriented, outcome-driven mindset with strong commercial acumen and sound business judgment
- Experience in cybersecurity or enterprise SaaS is a strong advantage
What the job involves
- Own gross and net retention targets for the enterprise segment, partnering closely with Sales to drive on-time renewals, reduce churn, and expand existing accounts through a proactive, value-driven engagement model
- Build and implement the playbooks, customer health scoring, and success plans that drive platform adoption and help customers achieve measurable security outcomes throughout the customer lifecycle
- Define the performance metrics and benchmarks used to measure Customer Success, including NRR, GRR, adoption, customer health, and time-to-value, while regularly analyzing performance to drive continuous improvement and operational excellence
- Turn customer usage, engagement, and lifecycle data into actionable insights that strengthen customer strategy, surface risk, and improve business decision-making
- Identify at-risk accounts and the issues affecting customer satisfaction, adoption, and renewal, then lead proactive mitigation and escalation strategies to improve customer outcomes
- Partner with Sales to identify and drive renewal, upsell, and cross-sell opportunities that contribute directly to sustainable revenue growth
- Establish the people, processes, and data needed to ensure the voice of the customer influences product roadmap decisions, program policies, and customer communications
- Build strong cross-functional partnerships with Sales, Product, Support, and Professional Services to improve handoffs, increase operational efficiency, and deliver an exceptional end-to-end customer experience
- Lead, develop, and motivate the Enterprise Customer Success Management team, fostering a culture of collaboration, excellence, inclusion, accountability, and customer focus
Our take
Corelight is a software company that integrates machine learning into cyber and cloud security. It develops NDRs (Network Detection and Response systems) alongside virtual, software and cloud sensors to better protect enterprises and institutions.
The company's most popular product is the Zeek Network Security Monitor, which is used by the likes of Amazon and Mozilla. It is also continually developing new products (such as a Cloud Sensor for Amazon Web Services) as the nature and complexity of cyber threats continue to grow.
Launched back in 2013, the company has been around for a while now, but it continues to keep up to date with the changing market. In 2024, Corelight secured immense Series E funding as it capitalises on the booming AI and cyber defense markets.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2024
$150m
SERIES E
Sep 2021
$75m
SERIES D
Total funding: $309.2m
Company HQ
Financial District, San Francisco, CA
Leadership
Brian Dye
(CEO)Former CPO of the company. Prior to this, they were EVP of Corporate Products at McAfee, Group VP and GM of the Mobile Platforms Group at Citrix, and SVP of Information Security at Symantec.
Seth Hall
(Co-Founder & Advisor)Currently an Affiliated Researcher at Lawrence Berkeley National Laboratory. Previously Research Engineer at ICSI and Team Member at Dragon Research Group.
Vern Paxson
(Co-Founder & Chief Scientist)Previously Director of the Networking Security Group at ICSI.
Robin Sommer
(Co-Founder)Currently Affiliated Researcher at ICSI and Lawrence Berkeley National Laboratory. Previously General Chair at the IEEE International Symposium on Security and Privacy.
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