Head of Customer Success

Role Overview

• Build cohesion across Customer Success, Technical Escalation, and Sales Engineering into a single team with shared culture and accountability
• Develop a high performing team through structured coaching, clear career paths, and hiring and onboarding programs that scale with the business
• Set and track team wide goals across retention, customer health, and operational performance, driving accountability at every level
• Own the full customer lifecycle from pre-sales trial through long term retention, ensuring a seamless and high quality experience at every stage
• Drive strategic account reviews, executive relationships, and proactive outreach programs that protect and grow revenue
• Define the metrics, processes, and playbooks that keep customers successful and the team operating at a consistent standard
• Oversee the end-to-end resolution of complex customer issues, from initial escalation through root cause analysis and systemic fixes
• Set and enforce operational SLAs, surface patterns across incidents, and partner with Product and Engineering to address underlying gaps
• Build the tooling, documentation, and institutional knowledge that raises the team's technical capabilities over time
• Shape company-wide strategy as a senior voice on the leadership team, bringing a customer centric perspective to business decisions
• Drive alignment across Product, Engineering, and Sales to ensure customer needs are reflected in roadmap priorities and operational commitments
• Lead the organizational response to major incidents and escalations, coordinating communication and decision-making across functions

Requirements

• 10+ years in customer-facing roles in B2B/Enterprise SaaS, with 5+ years managing teams of 5–15 across support, success, or technical operations
• Comfort operating as a player-coach: strategic enough to build systems, hands-on enough to step into escalations and customer situations directly, and self-aware about where you naturally sit on that spectrum
• Proven experience setting clear performance expectations, running performance management, and coaching team members across varying skill levels, preferably across a wide direct span while simultaneously owning operational work
• Track record of building escalation tiers, setting SLAs, and holding teams accountable
• Experience managing or closely partnering with a pre-sales/solutions engineering function
• Strong interest in cybersecurity and ad tech domain and significant background in a technically complex product domain where customer issues require deep cross-functional investigation.
• Strong technical fluency: able to read threat reports, understand attack chains, and hold substantive conversations with engineers
• Proven ability to operate in founder-led environments where processes need to be built from scratch
• Demonstrated success managing up to senior leaders and C-suite; able to translate strategic intent into structured execution
• Commercial literacy: comfortable with renewal dynamics, contract language, and client-facing business conversations
• Strong communication: you own the customer communication playbook and cross-functional strategy documents. Your communication is clear, credible, and calibrated to the audience. You exercise empathy and directness in equal measure.

Tech Stack

• Cyber Security

Benefits

• Fully Remote
• Unlimited Paid Time Off
• Sabbatical
• Stock Option Plan
• Exceptional Health Care Plans (Medical, Dental & Vision)
• FSA & Commuter Benefits
• Employee Sponsored Disability & Life Insurance
• 401(k) Plan with Automatic Employer Contribution
• Enhanced and Extended Family Leave
• Learning & Development Budget
• Yearly Office Supply Stipend
• Free Global Co-Working Membership