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Director, Customer Success (East)

Red Canary

Red Canary

Customer Service, Sales & Business Development
Posted on Friday, May 26, 2023
Who We Are
Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber threats. We’re a cyber security company who protects, supports and empowers organizations to make better security decisions so they can focus on their mission without fear of cyber threats.
The combination of our market-defining technology and expertise prevents breaches every day and sets a new standard for partnership in the industry. We’re united in our commitment to customers and grounded in our values, which earned us a place on the Forbes Best Start-up Employers 2022 list. If our mission resonates with you, let’s talk.
What We Believe In
- Do what’s right for the customer
- Be kind and authentic
- Deliver great quality
- Be relentless
Challenges You Will Solve
Your team’s mission is to empower our customers to continuously improve their security outcomes, so that they can make their greatest impact. We develop great relationships, which unlock the power of Red Canary.
You will lead several teams of Customer Success Managers, across customer segments. Your focus will be on honing great practices, developing strong talent, and fostering front-line partnerships across teams. Customer Success is your craft. You will teach your teams how to hone that craft, in order to achieve our objectives and key results. Your north star metric is Net Revenue Retention.

What You'll Do

  • Lead several teams of CSMs across segments, and/or within a Eastern geographic region
  • Drive accountability for gross retention, net retention, and expansion KPIs across your teams
  • Collaborate with leadership on the creation of long-term strategy and near term objectives
  • Drive broad, cross-functional initiatives, which further the achievement of your objectives
  • Collaborate with Area Sales VPs on regional strategies across each customer segment
  • Provide customer feedback and metrics to Marketing, Sales and Product teams to maximize value we provide to our customers.
  • Address escalated customer issues with speed and urgency while orchestrating resources across Red Canary as appropriate.
  • Help to develop coverage model and talent resource planning in coordination with VP, Customer Success to ensure appropriate coverage across regions and segments.
  • Deliver against quarterly OKRs and KPI targets
  • Coach, mentor, and grow your team to become the next generation of leaders at Red Canary
  • Serve as a proxy for the VP, Customer Success in various settings

What You'll Bring

  • 10+ years’ experience in Customer Success leadership roles
  • Experience leading various segments within Customer Success (ex: Enterprise, SMB, etc.)
  • Be fanatical about creating great experiences, both for our customers and for Red Canary
  • Execute work independently, with swift and sound decision-making
  • Collaborative in how you work, and how you solve problems
  • Operationally-Minded: creative, innovative, inquisitive and solutions oriented
  • Saas experience preferred
  • Understanding of recurring revenue business models preferred
  • Ability to excel in a data-driven, metrics-oriented environment
  • Bachelor’s degree or equivalent experience preferred
Compensation: $206,250 OTE + equity
Candidates must be located with US Eastern or Central Time zones to qualify
Why Red Canary?
Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way.
At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:
Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.