Director, Customer Success – West

At the company, our mission is to be a Force for Good. Starting with being a great place to work. We believe that when people feel valued, supported, and empowered, they do their best work. That’s why we focus on creating an employee experience rooted in purpose, growth, and balance. The company has been recognized as one of America’s Fastest-Growing Cybersecurity Companies by the Inc. 5000, a DUNS 100 Top Startup to Work For, and a multi-year Inc. Best Workplace awardee.

What we are looking for

We are seeking a Director of Customer Success to lead execution and customer outcomes across the Western US. This is a regional people-leadership role, not an individual customer book-of-business role. You will lead and develop Customer Success Managers as applicable to the coverage model, and ensure the team consistently drives customer value, adoption, retention, and advocacy.

You will translate the company’s Customer Success strategy into strong day-to-day regional execution: building team capability, coaching customer strategy, inspecting portfolio health and renewal readiness, and coordinating with Sales, Renewals, Technical Delivery, Product, Support, and other partners. You will bring credibility in cybersecurity and the ability to connect identity-security outcomes to customer and business value.

What you will be doing

As a Director of Customer Success at the company, you will help customers strengthen and recover their critical identity systems by building a team that delivers proactive, measurable value throughout the customer lifecycle. You will lead through people, establish a high bar for execution, and make sure customer insights and risks translate into clear action.

You will be responsible for

Regional execution and portfolio outcomes

• Own the operating plan for your assigned region, translating Customer Success priorities into clear team goals, coverage expectations, and execution rhythms

• Lead team performance against gross retention (GRR), renewal attainment, portfolio health, success-plan execution, customer advocacy, and qualified customer success leads (CSQLs) in partnership with Sales

• Review regional customer coverage and portfolio performance; identify gaps in capacity, focus, and execution, and recommend actions to the regional VP/AVP

• Maintain a reliable view of account health, renewal readiness, customer sentiment, adoption, and expansion readiness across the portfolio

People leadership, coaching, and talent development

• Hire, onboard, coach, and develop a high-performing team; set clear expectations and manage performance consistently

• Coach CSMs to move from reactive account coverage to proactive adoption, value realization, risk mitigation, and executive engagement

• Establish a regular coaching and inspection cadence, including one-to-ones, portfolio reviews, calibration, and development planning

• Build team capability and succession depth through feedback, stretch assignments, knowledge sharing, and career development

• Address performance gaps promptly and fairly, recognize strong performance, and foster a culture of accountability, collaboration, and continuous learning

Customer value, adoption, and success planning

• Inspect the quality and execution of success plans, ensuring customer business and security outcomes, use cases, milestones, owners, and value measures are clear

• Coach teams to use customer telemetry, health indicators, deployment context, and product usage to identify adoption gaps and demonstrate value

• Drive disciplined adoption of relevant the company use cases across the portfolio, including DSP posture reviews and hardening, ADFR recovery testing, DRET/Lightning detection and incident workflows, and maintaining current product versions

• Ensure QBRs/EBRs and executive engagements connect technical progress, such as posture improvement and recovery readiness, to customer security and business priorities

• Partner with Technical Delivery and other teams to keep deployment responsibilities distinct from ongoing adoption and value realization

Renewal readiness, risk, and expansion partnership

• Inspect red/yellow accounts, at-risk renewals, and expansion-ready customers; ensure owners, next steps, mitigation plans, and leadership involvement are clear and documented

• Coach teams to surface risk early, coordinate save strategies, and engage Sales, Renewals, Support, Product, and Technical Delivery as appropriate

• Partner with Sales and Renewals on renewal readiness, account strategy, and expansion opportunities; ensure CSQLs are grounded in validated customer needs and followed through

• Support major customer escalations within the region, aligning the right internal stakeholders and maintaining clear customer communication and accountability

Operating discipline and cross-functional collaboration

• Establish and maintain consistent regional routines for portfolio reviews, success-plan inspection, QBR quality, renewal readiness, escalation follow-through, and team development

• Use Salesforce (SFDC), TaskRay, and relevant customer-success dashboards to maintain accurate account context, health, risk, success-plan, renewal, and next-step information

• Partner with CS Operations and regional leadership to improve visibility, data quality, playbooks, and repeatable customer-success practices

• Represent the regional Customer Success team in relevant operating, product, and go-to-market forums; bring customer feedback and field learnings to internal partners

• Collaborate effectively across Sales, Renewals, Technical Delivery, Support, Product, Security, and Marketing to improve customer outcomes and the end-to-end customer experience

What you’ll bring to the table

Required experience and skills

• 3+ years leading and developing high-performing Customer Success, Technical Account Management, Account Management, or related post-sale teams; experience in B2B SaaS, cybersecurity, or infrastructure software

• A track record of improving team execution and customer outcomes across retention, renewal readiness, adoption, customer health, and value realization

• Experience coaching teams that manage complex enterprise customers and multi-stakeholder program

• Strong cybersecurity product or services experience and the credibility to engage with CISOs, CIOs, security operations leaders, IAM leaders, architects, and technical champions

• Ability to explain identity-security concepts and connect customer outcomes to business value. Familiarity with Active Directory, Entra ID, identity security, incident response, and cyber-resilience concepts is highly relevant

• Demonstrated skill in customer-risk identification, escalation leadership, renewal planning, and cross-functional problem solving

• Strong people-leadership skills, including hiring, performance management, coaching, talent development, and building a healthy team culture

• Data-informed operating skills: able to use portfolio dashboards, customer health signals, adoption measures, and CRM/CS tooling to set priorities and improve execution

• Excellent written and verbal communication, executive presence, sound judgment, and ability to influence across teams in a global, distributed organization

Preferred qualifications

• Experience in identity security, Active Directory/Entra ID, cyber recovery, security operations, or enterprise infrastructure

• Experience with Salesforce, TaskRay, or comparable CRM and Customer Success platforms

• Familiarity with customer-success measures and processes such as GRR, NRR, CSQLs, success plans, QBRs/EBRs, health scoring, and renewal forecasting

• Relevant cybersecurity or customer-success certifications (for example, CISSP, CISM, CCSP, or equivalent)

• Prior experience in professional services, solutions engineering, technical delivery, security engineering, or incident response

How success will be measured

• Team GRR and renewal attainment

• Improvement in portfolio health and timely intervention on at-risk accounts

• Success-plan adoption, quality, and execution across the team

• CSQL creation and conversion support in partnership with Sales

• Customer adoption and demonstrated value realization across relevant use cases

• Team productivity, coaching cadence, performance improvement, talent retention, and bench development

• Quality and consistency of QBRs/EBRs, renewal readiness, customer-risk management, and operating data

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Why Join the company?

You’ll be part of a global team on the front lines of cybersecurity innovation. At the company, we celebrate curiosity, integrity, and people who take initiative. If you’re someone who sees the glass as half full, embraces challenges as growth opportunities, and values a healthy balance between work and life—we’d love to meet you.

**the company maintains office locations in several cities across the globe. Where the job description specifies a required location, candidates will follow our hybrid work model. This includes working up to three days per week and remotely the remaining days.

The company IS AN EQUAL OPPORTUNITY EMPLOYER AND WILL NOT DISCRIMINATE AGAINST AN APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, CREED, NATIONAL ORIGIN OR ANCESTRY, ETHNICITY, SEX (INCLUDING GENDER, PREGNANCY, SEXUAL ORIENTATION, AND GENDER IDENTITY), AGE, PHYSICAL OR MENTAL DISABILITY, VETERAN OR MILITARY STATUS, GENETIC INFORMATION, CITIZENSHIP, MARITAL STATUS, OR ANY OTHER LEGALLY RECOGNIZED PROTECTED BASIS UNDER FEDERAL, STATE, OR LOCAL LAW. THE INFORMATION COLLECTED BY The company APPLICATION IS SOLELY TO DETERMINE SUITABILITY FOR EMPLOYMENT, VERIFY IDENTITY, AND MAINTAIN EMPLOYMENT STATISTICS.

APPLICANTS WITH DISABILITIES MAY BE ENTITLED TO REASONABLE ACCOMMODATION UNDER THE AMERICANS WITH DISABILITIES ACT AND/OR OTHER APPLICABLE STATE OR LOCAL LAWS. A REASONABLE ACCOMMODATION IS A CHANGE IN THE WAY THINGS ARE NORMALLY DONE WHICH WILL ENSURE AN EQUAL EMPLOYMENT OPPORTUNITY WITHOUT IMPOSING UNDUE HARDSHIP ON the company. PLEASE INFORM the company REPRESENTATIVE ANNA TAYLOR, DIRECTOR OF GLOBAL RECRUITING, IF YOU NEED ASSISTANCE COMPLETING THIS APPLICATION OR TO OTHERWISE PARTICIPATE IN THE APPLICATION PROCESS.