Vice President of Customer Experience, Absolute Security
Enterprise cyber resilience
Job no longer available
Enterprise cyber resilience
1001+ employees
Job no longer available
1001+ employees
Company mission
To help organizations strengthen cyber resiliency.
Role
Who you are
- 10+ years’ experience in Customer Experience leadership for an enterprise SaaS organization
- Experience leading Customer Experience and/or Customer Success in an organization with a multi-product portfolio, with focus on customer expansion and growth
- Strong track record expanding customer accounts and relationships
- Experience designing and/or enhancing customer community-oriented programs
- Expert-level knowledge of industry-leading customer management models
- Experience operating a healthy services and/or consulting practice
- Innate knowledge of customer success and support KPIs
- Strong technical aptitude/orientation, showing an ability to understand key product offerings and use cases
- Demonstrable business acumen and experience with support/success budgeting models
- Strong track record in customer management, including executive escalation management
- Previous experience coaching business unit leaders
- Preference will be given to candidates with a cybersecurity background
What the job involves
- As a critical part of Absolute Security’s leadership team, the Vice President, Customer Experience (“VP”) is principally responsible for driving broad adoption of Absolute portfolio of products and services, while driving customer retention and growing customer lifetime value
- The role provides overall leadership for multiple customer functions – including Customer Success, Customer Programs, and Customer Support
- This role includes strategic leadership and functional management of a global team
- As an innovative and collaborative leader, the VP will define the customer journey and develop programs to accelerate product adoption and expansion throughout the journey
- You will be responsible Absolute’s customer satisfaction (NPS) and will contribute directly to gross retention and net retention, amongst other key metrics
- Acting as the Voice of Customer, you will participate in meetings with leadership across the Sales, Marketing and Product organizations, providing insights on customer blockers and drivers, to deliver impactful feedback
- Building and enhancing key customer programs, aligned to growth strategy, product enhancements, company campaigns, or acquisitions
- Championing a customer-first culture, ensuring every interaction strengthens loyalty and retention
- Managing, operating, and scaling the customer success, professional services, managed services, customer programs, and customer/technical support, ensuring seamless onboarding, adoption, and long-term retention and growth
- Reviewing our customer experience strategy to enhance the overall customer lifecycle
- Reviewing, enhancing, and communicating key operational processes for customer workflows with cross department business leaders
- Creating a growing professional services / consulting practice, aligned to industry leading metrics and operating principles, and augmented by partner-driven services
- Driving AI initiatives, leveraging automation and AI-driven analytics to improve efficiency
- Building strong internal and external relationships, acting as a trusted advisor to help clients achieve business goals
- Conducting regular business reviews to align on performance, outcomes, and future opportunities
- Managing the strategy, to review, replace or launch key systems and tools across the department
- Tracking and maintaining customer metrics, including health scores, customer adoption, NPS, NDR, and retention rates
- Maintaining a data-driven approach, using customer insights to drive decisions
- Driving proactive outreach strategies to maximize customer value
- Managing and mentoring the segment leaders, handling critical escalations and department career development
- Facilitating cross-functional coordination within and outside the department, to communicate key initiatives/projects, resolve any issues, and ensure overall alignment
- Supporting escalation management processes to effectively handle critical customer issues
- Working closely with cross-functional leaders to define the ideal customer journey, value delivery methodology, and operational models
- Building and leading a high-performing global team
- Ensuring optimal customer segmentation, refining customer programs and engagement models
- Maintaining a robust customer feedback loop, leveraging insights to inform the product roadmap, support processes, and customer experience improvements
- Protect the security and privacy of Absolute and its customers
Our take
Absolute’s software is embedded within 600 million devices worldwide, its cyber resilience platform delivers endpoint-to-network access security coverage and automated compliance solutions. Working with enterprise companies, governments, educational institutions and agencies, it maintains cyber resilience for its clients through factory-embedded endpoints that enable permanent digital connection.
Absolute’s deep-level embedding differs from other cybersecurity solutions that instead act as a layer rather than root tech. Absolute’s permanently connected cyber resilience solutions allow for dynamic self-healing capabilities and it claims to be the only company offering near real-time remediation for security breaches.
This constant protection is clearly a large draw for large and complex organizations. With data breaches on the rise, near-instant self-correction is an important protective measure. Absolute’s 2023 buyout by Crosspoint Capital Partners is also helping to consolidate the company as a leader in cyber resilience.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Recognition: Competitive pay, exceptional benefits, and matching programs for retirement plans
- Development: Training and career development to help you grow, personally and professionally
- Comfort: Bright, modern offices with ergonomic workspaces, and areas for team collaboration and individual focus
- Inspiration: In-office art gallery, seasonally refreshed with a vibrant selection from British Columbia artists
- Refreshments: Free refreshments, from pastries to popcorn to pizza, and a huge selection of hot and cold beverages
- Health: Onsite fitness classes to burn off calories from the free snacks and keep you mentally sharp
- Connection: Monthly social events and an annual retreat to bring the team together and celebrate our wins
- Balance: Work/life balance with flexible time off and Absolute-sponsored events for the whole family
Company HQ
Westlake, Seattle, WA
Leadership
Christy Wyatt
(CEO & President)Also a Member of the Board of Directors at Ericsson and Silicon Labs. Was on the Board for Quotient Technology Inc. and Dtex Systems.
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