Customer Success Operations Manager, Corelight
$150-200k
Network & cloud security
Be an early applicant
Network & cloud security
201-500 employees
Be an early applicant
$150-200k
201-500 employees
Company mission
To help defend the world's most sensitive, mission-critical organisations.
Role
Who you are
- Drive Systematic Impact: Move beyond tactical fixes to design scalable, repeatable processes that improve the entire customer ecosystem
- Influence Without Authority: Act as a cross-functional driver who can build consensus and lead complex projects across diverse departments like Finance, Product, and Sales
- Translate Complexity: Communicate sophisticated technical methodologies or data trends in simple, business-centric terms for executive presentations
- Navigate Ambiguity: Operate as a high-autonomy self-starter who thrives in a fast-paced environment and can prioritize high-impact work amidst competing demands
- Pull Signal from Noise: Demonstrate expert analytical rigor to identify the "why" behind the data, turning raw numbers into strategic recommendations
- Experience: 7+ years of progressive experience in Customer Success Operations, GTM Operations, or Business Operations, ideally within a high-growth SaaS or Cybersecurity environment
- Technical Expertise: Mastery of Salesforce (SFDC) and specialized CS platforms (e.g., Gainsight, ChurnZero); high proficiency in SQL and BI tools (Tableau, Looker)
- Strategic Domain Knowledge: Deep understanding of the Customer Lifecycle, including NRR drivers, capacity planning, risk analysis, and segmentation
- Education: BS/BA in a quantitative field (e.g., Math, Stats, Economics, Operations Research, Engineering, or Computer Science)
- Cybersecurity Context: Familiarity with network security, incident response, or threat hunting (Zeek, Suricata, or SIEM markets) is highly preferred
- Communication: Proven track record of developing executive-level presentations and managing large-scale program timelines
What the job involves
- As Lead Customer Success Operations Manager, you will be the strategic architect of our post-sales engine
- You will sit at the critical intersection of data science and customer strategy, empowering our Technical Account Management (TAM) and CS teams to deliver world-class value
- By bridging the gap between deep technical telemetry and executive-level business insights, you will ensure that Corelight’s most strategic customers not only adopt our technology but thrive within it
- Your work will directly influence our Net Revenue Retention (NRR) and scale our ability to protect the world's most sensitive networks
- Operationalize Strategic Metrics: Define, implement, and maintain a robust framework of KPIs (activation, feature adoption, health scores, utilization) that measure CS efficiency and customer impact
- Drive Executive Decision Support: Lead the creation of executive-level operations reviews and dashboards, translating complex technical data into actionable insights for the CS leadership team
- Architect Early Warning Systems: Design and manage predictive models and "early warning" systems to identify churn risk and expansion opportunities, directly supporting NRR growth
- Lead Cross-Functional Programs: Program manage scalable initiatives, such as customer maturity content and process improvements, collaborating across Product, Engineering, and Sales to remove friction from the customer journey
- Optimize the CS Tech Stack: Own and refine the tooling infrastructure (SFDC, Gainsight, BI tools) to ensure data integrity and a seamless "single source of truth" for the global CS organization
- Bridge Technical & Business Strategy: Partner with Sr. TAMs to translate technical product requirements and customer feedback into prioritized roadmaps for Product and Engineering
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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