Customer Success Director (Enterprise)

TL;DR

Customer Success Director (SaaS/Cybersecurity): Managing and driving the performance of the Enterprise Customer Success team to ensure product value delivery and relationship sustainability with an accent on churn prevention and outcome alignment. Focus on building high-performing teams, optimizing the enterprise customer journey, and implementing strategic OKRs.

Location: Must be located in the greater Tampa Bay area (Clearwater, Florida)

Company

hirify.global is a global leader in Human Risk Management, providing AI-powered security training and risk intelligence to over 70,000 organizations worldwide.

What you will do

• Lead and manage the daily, weekly, and quarterly production of the Enterprise Customer Success team to meet and exceed targets.
• Develop and manage personal success plans for underperforming CSMs to drive performance improvements.
• Monitor statistics and dashboards to identify areas for corrective action and process optimization.
• Ensure the seamless adherence to the prescribed customer journey and engagement model for Enterprise clients.
• Act as a management escalation point for customer issues and assist in negotiations to prevent churn.
• Establish and manage OKRs while ensuring impeccable CRM administration of accounts.

Requirements

• 2+ years of experience managing Enterprise customers within a SaaS subscription model.
• Previous management experience and at least 1 year of experience working with channel partners.
• Familiarity with standard concepts and procedures within the IT Security field.
• Experience with Salesforce or other CRM systems.
• Must be based in the greater Tampa Bay area.
• Strong consultative approach with a proven ability to drive results that align with customer objectives.

Nice to have

• Associate’s Degree or equivalent work experience.
• Proficiency with Gmail, Google Docs, and MS Office (Word and Excel).

Culture & Benefits

• Company-wide bonuses based on monthly sales targets.
• Employee referral bonuses and certification completion bonuses.
• Tuition and certification reimbursement.
• Adoption assistance.
• Modern, high-tech, and fun work environment.