Director Customer Success

Our team builds advanced technology that protect millions of people from malicious attacks on the World Wide Web. We analyze hundreds of millions of events each day to identify and stop targeted attacks against some of the largest organizations on the planet. We aspire and succeed to reach far beyond today’s security market.

We are looking for an individual to come in an build a Customer Success program from the ground up. You would be the pioneer and work closely with key stakeholders on providing and enabling our customers be successful with our product.

We are a team first, and a company second. We are proud of the things we make, and we demand excellence in ourselves and each other.

No text book will prepare you for this job. We only hire the best. That’s probably you. Please inquire.

Responsibilities:

  • Customer Success: Helping ensure smooth engagement and a soft landing for signed customers; working closely with customer and Area 1 stakeholders to create an effective success plan and executing on it cross functionally. Especially crucial is highlighting key victories and successes both internally, externally and at the Exec levels within the customer. High focus on metrics and data driven approaches so there are objective measures of improvement.
  • Customer Care: Responsible for establishing Area 1's customer care operations including level 1, level 2 and level 3 support, consistent with business objectives; creating appropriate response and resolution paths working closely with Product, Engineering & Sales. Includes tooling, processes and operations.
  • Customer Advisory: Establishing and running an innovative customer advisory program. Examples include Previews, Betas, a regular cadence of Product Steering sessions and Customer Advisory Board sessions; with the addition of user groups and forums over time.

Qualifications:

  • 5-8 Years Experience in the following:
  • Enterprise Software
  • Product Management
  • Security Experience
  • Cloud Computing
  • Management
  • Leadership
  • SaaS
  • Strategy
  • Network Security
  • Virtualization


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