VP of Customer Success

Position Overview:

The Vice President of Customer Success at Axonius will be instrumental in driving customer satisfaction, retention, and expansion. This role is pivotal in ensuring that our customers realize the full value of our platform, fostering long-term partnerships, and scaling the post-sales function to match our rapid company growth. The leader will directly manage our Technical Account Manager (TAM) organization as well as any related customer success programs.

Key Responsibilities

Strategic Leadership:

• Develop and execute a comprehensive customer success strategy aligned with Axonius's business goals.
• Define success metrics, monitor performance, and adjust strategies to enhance customer satisfaction and loyalty.

Team Management:

• Lead, mentor, and scale a high-performing customer success and TAM team, fostering a culture of excellence, innovation, and customer centricity.
• Oversee team development, including recruitment, training, performance reviews, and career progression.

Customer Advocacy:

• Act as the voice of the customer within Axonius, ensuring customer feedback is integrated into product development and business practices.
• Drive initiatives for customer health, renewals, and upsell opportunities to increase customer lifetime value.

Operational Excellence:

• Establish and refine processes for onboarding, training, professional services, support, and ongoing engagement to ensure a seamless customer experience.
• Implement tools and methodologies to track, predict, and improve customer success metrics.

Cross-Functional Collaboration:

• Work closely with Sales, Product, Marketing, and Engineering to ensure cohesive efforts in customer acquisition, retention, and product evolution.
• Lead customer success operations in a way that supports and amplifies the company's go-to-market strategies.

Job Qualifications

Experience:

• Minimum of 15 years in customer success or related customer-facing roles with at least 6 years in a leadership position.
• Proven track record in IT or security solutions, preferably with experience in SaaS business model or related fields.

Skills:

• Exceptional leadership skills with the ability to inspire teams towards high performance.
• Deep understanding of SaaS metrics and how to leverage them for business growth.
• Strong analytical skills to interpret customer data and drive strategic decisions.
• Excellent communication and interpersonal skills for effective stakeholder management.
• Deep technical expertise in cybersecurity, networking, and cloud. Background in attack surface management, or vulnerability management a major plus.
• Proven ability to develop and execute customer success strategies and programs that drive measurable improvements in customer outcomes.

Personal Characteristics:

• Mission-driven, with a belief in and commitment to the success of Axonius and our customers
• A balanced blend of strategist and executor with the ability to creatively flex and shift in a fast-paced, evolving environment
• A skilled listener who proactively seeks input from others to formulate a collaborative, well-organized and comprehensive plan
• An exceptional communicator with proven verbal and written communication skills
• High level of personal and professional integrity and trustworthiness
• Strong work ethic and the ability to work independently with minimal direction
• Willingness and ability to travel 50%

If you are passionate about creating world-class customer outcomes and have a track record of success in delivering large-scale technical programs, we invite you to apply and contribute to our growth.

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