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Tenable · 1 hour ago

Director, Customer Success

Florida, United States

Full-time

Hybrid

Lead/Staff, Director/Executive

$129K/yr - $172K/yr

5+ years exp

Tenable is the Exposure Management company, relied upon by 44,000 organizations globally to manage cyber risk. The Director of Customer Success will build and scale operations to enhance customer success and experience, collaborating with various stakeholders to improve processes and implement solutions.

ComplianceNetwork SecurityRisk ManagementSecurity

Responsibilities

Develop, implement, and maintain critical CS business processes and solutions

Work with stakeholders within CS and across the organization to understand needs, identify gaps/areas of opportunity, and propose changes to existing systems, policies, and process framework

Partner with Business Platforms on CS automation initiatives as needed

Manage end-to-end project execution including documentation, timelines, communication, and acceptance testing

Outline and enforce change management best practices; communicate and document upcoming changes and releases

Collaborate with (both in-house and external contractors) system administrators of CS technologies (Salesforce, Gainsight, and similar)

Assist with the implementation and day-to-day support of solutions, technologies, and supporting applications

Serve as the liaison between CS and other operations functions in the organization (e.g. Sales, Marketing, Finance, etc.)

Maintain and oversee CS department Standard Operating Procedures (SOP)

Ensure the accuracy and integrity of CS reports and dashboards

Review key metrics to identify strategic insights and trends; perform critical analysis and diagnostics to solve key business challenges

Ensure CS teams have early warning indicators when critical business metrics are at risk

Support recurring and ad hoc reporting requests as needed

Monitor and report on CS Ops throughput, organizational impact, and contribution to overall CS efficiency

Help prepare monthly and quarterly CS presentations for department meetings, company all hands, and board

Collaborate with Sales Enablement on creating a comprehensive training program to support the learning needs of all roles within CS organization from onboarding to relationship management

Ensure all on-going system and process changes are properly documented and communicated

Build a curriculum that includes grooming soft skills critical to immediate duties and longer-term professional development

Establish metrics that measure the effectiveness and quality of new hire and ongoing CS training

Qualification

Business operations experienceCustomer Success ManagementProject managementSaaS experienceCyber Security experienceAnalytical skillsSpanish speakingLeadership skillsCommunication skillsCritical thinkingAttention to detail

Required

Bachelor's degree

5+ years of experience working in a similar role

Business operations experience in SaaS, preferred; experience in Cyber Security desirable

Self-starter with strong leadership and mentoring skills

Analytical, process-oriented, flexible, and resourceful

Excellent communication, written, verbal, and listening skills; ability to communicate complex technical concepts to engineers and admins just as easily as not as technically savvy stakeholders

Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions

Confidence in advocating best practices

Demonstrated ability to meet deadlines and drive results; “get things done” mentality while being mindful of best practices

Strong attention to detail; stellar project management and multitasking capabilities

Ability to work with different team members to design processes and implement projects that solve strategic business challenges

Ability to negotiate priorities across organizations; ability to see the big picture

Ability to sit and work at a computer for extended periods of time

Some travel may be required