Senior Director​/VP, Customer Success

We are hiring for a Senior Director or Vice President of Customer Success to own the post-sale customer experience and revenue retention across North America. This is a builder's role with a clear mandate: turn a growing base of enterprise mobile brands into referenceable, expanding, long-term partners.

You will lead the NAM Customer Success organization and the onboarding and adoption motion — and own net revenue retention as your primary number.

• Own NAM net revenue retention, gross retention, and churn. Build the forecasting rigor to see risk a quarter out, not a week out.
• Drive expansion in partnership with Sales. Identify and develop upsell and cross-sell motions across new defenses, new apps, and new business units inside existing accounts.
• Own the renewal motion end to end — timeline, pricing posture in partnership with Sales, and executive sponsorship on at-risk accounts.

• Lead, coach, and grow the NAM CS team. Hire against a clear bar, define career paths, and raise the technical fluency of the group.
• Build the operating cadence: account planning, health reviews, executive business reviews, and a disciplined escalation process.
• Set the segmentation and coverage model — where high-touch is justified, where scaled or digital-led motions serve customers better.

• Own onboarding and time-to-value. Get customers from contract to protections live in their pipeline fast, and make the first win measurable.
• Drive adoption and depth of usage across the platform, including expansion into newer capabilities such as DefenseOS and Remote Management.
• Be the executive relationship owner for strategic NAM accounts — trusted by CISOs, Heads of Mobile, and VPs of Engineering alike.
• Build the reference and advocacy engine: case studies, G2 reviews, customer speakers, and peer references that Sales can deploy.

• Serve as the voice of the customer to Product and Engineering, with a defensible, data-backed process for prioritizing customer needs.
• Partner tightly with Sales on handoff quality, account strategy, and joint account planning.
• Instrument the function. Define the metrics, tooling, and reporting that give leadership a reliable view of the health of the NAM base.

• 10+ years in Customer Success, Account Management, or post-sale leadership at a B2B enterprise SaaS company
• 5+ years leading and scaling teams, including hiring, managing managers, and building operating process from scratch
• Demonstrated ownership of a retention or NRR number — with specific results you can speak to
• Experience selling and supporting technical products bought by security, engineering, or Dev Ops buyers
• Track record of executive-level relationship management at enterprise accounts
• Comfort with a technical conversation: you can hold your own on CI/CD, mobile release processes, and security concepts without a solutions engineer in the room
• Data-driven operating style — you instrument the function and manage to leading indicators, not lagging ones