VP of Customer Success

Teramind is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.

Join our team of innovators who are redefining insider risk management through cutting-edge technology. More than 10,000 organizations across the globe have used Teramind to mitigate insider threats and protect their sensitive company data with the most robust, enterprise-grade software on the market.

As a global team, Teramind embraces an inclusive and flexible work environment and team culture. We win together, learn from each other and respect each other while delivering best-in class security solutions.

About the role

Teramind is seeking a growth-oriented Vice President of Customer Success with extensive experience in the post-sale space of the customer journey. The Vice President of Customer Success should have a strategic vision for the department’s needs as well as the tactical knowledge of how to execute on improvements to lead those initiatives. The Vice President of Customer Success needs to have the ability to thrive in a fast paced environment, scale quickly, and rapidly adapt with our growing company. We have exceptional customer retention, which is a testament to the value we deliver to our customers and Teramind differentiates itself from our competitors through our industry leading customer success experience.

Role Responsibilities

• Own the post-sales customer journey across onboarding, training, implementation, adoption, engagement, renewal, and expansions.
• Drive innovation across the department to enhance & optimize customer touch points throughout multiple stages of the customer journey.
• Define and implement CSM compensation plans which promote retention and incentivize growth
• Mentor and coach the different Customer Success teams with the proper strategy for their respective coverage.
• Emphasize KPIs to advance revenue and customer retention across the organization.
• Oversee capacity models across the department balancing profitability with coverage across all regions of business. 
• Analyze existing customer relationships and their use cases to define repeatable retention and growth playbooks
• Collaborate with Sales for key hand-offs that provide a smooth transition from Sales to Post-Sales.

Collaborate with Customer Experience to highlight customer pain points, advocating for the client’s needs.

• Pilot customer escalation efforts, personally managing key escalations and recovery plans.
• Analyze customer health metrics to identify winning strategies or improve shortcomings.

Requirements

• 8-10 years in B2B SaaS Customer Success Leadership
• Proven growth of a company's book of business across Gross Dollar Retention and Net Revenue Retention
• Knowledge of the current cybersecurity and behavior analytics landscape
• Customer centric mindset that resonates and emboldens the department to focus on customer value
• Track record of developing, growing, motivating, and progressing high achieving teams
• Exceptional communication skills both internally and externally to drive towards goals
• Ability to work across multiple departments to lead business initiatives
• An expert relationship builder with proven ability to interact at the senior executive level within customer accounts 
• Demonstrated ability to retain and grow clients with high satisfaction scores

Benefits

At Teramind, we're a collaborative, forward-thinking team where new ideas come to life, experience is valued and talent is incubated.

• High-quality health benefits
• Retirement Plan with employer match
• Career-growth opportunities
• Flexible Time Off and Paid Time Off benefits
• Professional development budget

About our recruitment process

We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we want to hear your story.

You can expect up to 4 interviews. In some scenarios, we’re able to streamline the process to have minimal rounds.

All roles require reference and background checks

Teramind is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.