Director of Customer Success

careers Jan 09, 2021

Who We Are:

Bolster protects the world’s most beloved brands using an industry-leading deep learning and computer vision engine for highly accurate real-time detection and automated takedown of fraudulent sites at Internet scale.  We enable companies to deliver trust and safety on the Internet as the world embraces digital commerce.  The team has 120 years of combined cybersecurity experience from some of the world's top security companies like Cisco, Symantec, McAfee, Bell Labs, Palo Alto Networks and Menlo Security. We are looking for you to come join us in tackling these problems and be at the forefront of a revolutionary new technology!

The Position:

Bolster is seeking a passionate and motivated Sr Customer Success Manager with strong SAAS product experience. This position reports to the CEO and is an opportunity to be an influential member of a high performing team at a fast-growing security start-up.

Responsibilities

Define and optimize customer journey

  • Define the vision of a Red Carpet experience for Bolster Customers.
  • Standardize the template for a Success Plan for customers in your segment
  • Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, “listening” points (e.g. on usage, NPS), and others
  • Create standard presentation materials for lifecycle plays
  • Personally manage escalations from your direct reports, and follow a methodical escalation process to execs
  • Identify opportunities for continuous improvement
  • Find ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
  • Determine how to define, drive, and demonstrate the value (ROI) delivered

Lead cross-functionally to drive customer success

  • Clarify ownership for each part of the journey
  • Gather feedback from other departments, including Renewals & Expansion, Sales, Services, Support, Product, and others
  • Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop
  • Help foster company-wide culture of Customer Success

Drive alignment with Renewals & Expansion and Sales

  • Align with Product and Sales on renewal and up-sell strategy and focus on selling with a retention focus
  • Give feedback to Sales and Marketing on prospecting approach
  • Ensure smart hand-off
  • Define CSM involvement during sales cycle

Own key metrics for your team

  • Gross dollar renewal rate
  • Up-sell dollars
  • Habits / product adoption metrics
  • Deployment
  • NPS
  • Cost / ARR ratio
  • Sales of Premier Support & Success
  • Employee NPS / team member satisfaction
  • Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates

Support core metrics for our company and our CSM team as a whole

  • Same metrics above
  • New ARR

Recruit, mentor, groom and inspire a world-class team

  • Build a pipeline of great candidates
  • Establish a rigorous interview process
  • Set expectations on performance and give feedback
  • Manage out underperformers
  • Set up training and mentoring to grow team
  • Create culture of massive customer delight
  • Communicate and incent to drive performance (in line with incentive structure for the rest of the CSM team)

Propose improvements to your team’s organizational structure

  • Define segmentation of your customer portfolio as appropriate
  • Define different levels within the team
  • Be informed of market compensation

Achieve operational excellence

  • Continuously communicate metrics to team
  • Report on metrics each week to  CEO

Requirements

  • Cybersecurity/Fraud experience is preferred but not required. Bonus points if you have worked with customers in Security Operations, Legal and Trust Safety groups
  • Experience building customer support function at a startup is a must
  • Analytical skills and attention to detail are crucial
  • Collaborative decision-making skills
  • Comfortable working in a fast-paced, team-oriented environment of an early-stage startup
  • A hands-on leader and can dive deep to do analyses, create reports, manage, support and trains junior CSMs
  • BA/BS from an accredited university

Our core values

https://bolster.ai/about-us

Bolster in News

https://bolster.ai/news

Industry

· Information Technology and Service

· Computer & Network Security

Employment Type

· Full-time

Interested?

· Send resume to careers@bolster.ai

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