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Director, Customer Success


Location: US – San Diego, San Francisco, or REMOTE

 

The Mission

The Customer Success Director is a player/coach responsible for developing and leading our customer success organization.  You will create and execute a CSM playbook that ensures high customer retention, expansion growth, and excellent customer satisfaction.  Your team will become experts in our behavioral biometrics solutions and serve as trusted advisors to our customers.

 

The Role

As a BehavioSec Director, Customer Success reporting directly to our Chief Revenue Officer, you will:

   Develop our Customer Success Playbook that ensures customers adopt, retain, and grow their use of Behaviosec products.

    Build and lead the customer success team as we grow the business.

    Manage and nurture strong relationships with financial services customers in North America.

    Work closely with solution architects to ensure efficient ‘close-to-go-live’ process for customers.

    Drive and grow usage of our products through day-to-day oversight, education, guidance, and strong customer support.

    Work closely with product, solution architect, sales, and marketing teams on action plans to remove customer blockers.

  Communicate customer status internally, and escalate and advocate on behalf of the customer.

  Perform regular health checks with business/technical/executive teams to ensure that customers are receiving a strong return on investment from our products.

   Collaborate with CRO on team planning and budgeting to ensure we meet our goals.

   Define, track, and report on customer success KPIs around retention, expansion, and satisfaction/happiness.

Qualifications

    7+ years of experience leading customer success teams in identity, security, and/or fraud solutions.

    Proactive and self-driven.

   Excellent oral and written communication including issue tracking and triaging in cross-functional environments.

⊕    Technical background such as engineering, product, solutions or similar. Knowledgable/comfortable with enterprise mobile, web, cloud, and on-premises architectures.

    Experience with APIs, technologies, and protocols to support identity authentication.

    Bachelor’s degree or equivalent experience required.

 

Why Us

Imagine a world where logging into online accounts – for work or home – is secure, yet no longer requires special codes, hydrant-clicking, remembering last year’s colors, or worrying about hackers stealing your fingerprints.

BehavioSec is the industry pioneer and tech leader in a new area called behavioral biometrics.  Behavioral biometrics allows companies to track how real humans type, swipe and engage apps and digital services to ensure the digital identity logging into your stuff is actually you.   And we do it in a way that protects your privacy, while making it easier for businesses to use, combat fraud, and stay compliant with important laws, like GDPR.

As a Series B startup founded in 2008 in the Nordics and headquartered in downtown San Francisco, we’ve already got large, brand-name enterprise customers.  We have marquee investors like ForgePoint Capital and Cisco. And our innovation has been recognized in the industry as a 2012 Gartner Cool Vendor and RSA Innovation Sandbox Finalist.

Our cool company doing interesting things is growing, and we need your help to succeed with that.

Team Culture

    Lead – Share your expertise and take on meaningful, challenging projects that help stop fraud and identity theft on a global scale.

   Collaborate – Work with people from a variety of backgrounds and locations — we transcend geography which is also what our product helps our customers do.

    Own – We count on and trust each other to manage our own expertise, projects, time, and priorities—we don’t have time to micromanage or duplicate. And frankly, people need the space to think for themselves.

   Grow – We push ourselves and our peers to improve themselves and the world around them.

Great Benefits

   Work that can stay at home  – Some positions are fully remote with flexible work schedules.

    Work-life balance – Generous and flexible PTO plan.

    Health benefits – Medical with HFSA and FSA options, dental, and vision.

    Financial confidence – Competitive compensation, bonus, equity incentive, 401(k), disability, and basic and supplemental life plans.

 

Next Step?

We look forward to hearing from you.

Click the Apply Now button below.

Please include the role in the subject line, attach your resume/CV, share a bit about yourself and interest in the role, and be sure to share your LinkedIn profile.

We regret that at this time, BehavioSec cannot sponsor a new applicant for employment authorization for this position.

Equal Opportunity Employer

BehavioSec is committed to maintaining a diverse workforce, and we are proud to be an equal opportunity employer regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.