Director, Customer Success - Remote, USA (East Coast Preferred)

Director, Customer Success - Remote, USA (East Coast Preferred)

Who We Are 

Cobalt was founded on the belief that pentesting can be better. Our pentests start in as little as 24 hours and integrate with modern development cycles thanks to the powerful combination of a SaaS platform coupled with an exclusive community of testers known as the Cobalt Core. Accepting just 5% of applicants, the Core boasts over 400 closely vetted and highly skilled testers who jointly conduct thousands of tests each year. 

Our award-winning, fully remote team is committed to helping agile businesses remediate risk quickly and innovate securely. Today, over 1,000 customers use Cobalt to run pentests on demand via Pentest as a Service, AKA PtaaS, a space which Cobalt pioneered (you could even say we wrote the book on it) and continues to lead. 

Description

As the Director of the Customer Success Team your responsibilities will include:

What You'll Do

• Understand the corporate strategy and direction, and translate high level goals into manager and CSM outputs that are measurable
• Motiviate, encourage, and inspire the team to act out the Cobalt mission 
• Operate with a high degree of accessibility and transparency
• Work cross functionally with peers in Product, Marketing, Sales, Enablement, and Delivery to make impactful changes that result in improved business and customer outcomes 
• Become intimately familiar with the drivers of Customer Success at Cobalt, ensuring these signals are measured and operationalized 
• Leverage tools, systems, and processes to drive execution of Corporate and Departmental strategy
• Have a coaches eyes for recognizing development opportunities across Manager and CSM levels, with the ability to coach 1:1 as well as recognize trends that necessitate larger enablement opportunities 
• Customer facing with the ability to build relationships among key accounts, and assist with risk mitigation efforts
• Retention forecasting at team, segment, geographic and individual levels
• Lead the team to Influence customer lifetime value through driving product adoption, higher customer satisfaction through positive customer experience
• Ensure greater customer engagement and relationships at multiple levels with customer organizations, leading to customers willingness to be a reference for Cobalt.

You Have

• 7-8 years in Customer Success in a SaaS and/or Services company, with 5+ years experience in Management
• Leadership experience managing managers
• 3-5 years experience in the Cyber Security industry
• Knowledge of pentesting
• Commercial acumen - successful experience in sales or as a sales manager
• Demonstrated success in driving change, and organizational transformation.
• A proven track record of success in leading a Customer Success organization in a smaller (< $100M) privately held company
• Proven experience managing multiple customer segments, and geographies, in an environment that requires unique, segment specific strategies 
• Experience with leading scaled/digital customer success teams 
• Ability to own in quarter, and quarter +1 forecasting at the company level, and a track record of accuracy in forecasting
• Strong experience with understanding customer success KPIs, and track record of translating these into process 
• Proven ability to manage performance at the org level, and make hire and fire decisions 
• Experience with crafting compensation plans, annual planning & budgeting 
• Proficient with data, and data analysis, and ability to continually leverage data to inform decision making 
• Excellent written and verbal communication skills with strong executive presence 
• Works well under pressure, and ability to take change in stride Dynamic personable leader with executive presence

Diversity at Cobalt

With over 45 nationalities already at Cobalt (and counting) we respect and celebrate diversity! We’re proudly committed to equal employment opportunities regardless of your gender, religion, age, sexual orientation, ethnicity, disability, or place of origin. We support each other and are grateful for each Cobalter's contribution to our mission — let's make security dance! 

Please apply even if you don't think you meet all of the criteria above but are still interested in the job. Nobody checks every box, and we're looking for someone excited to join the team.

Why You Should Join Us

• Grow in a passionate, rapidly expanding industry operating at the forefront of the Pentesting industry 
• Work directly with experienced senior leaders with ongoing mentorship opportunities
• Earn competitive compensation and an attractive equity plan
• Save for the future with a 401(k) program (US) or pension (EU) 
• Benefit from medical, dental, vision and life insurance (US) or statutory healthcare (EU)
• Leverage stipends for:
• Wellness
• Work-from-home equipment & wifi
• Learning & development
• Make the most of our flexible, generous paid time off and paid parental leave

Pay Range Disclosure (For US openings only)

Cobalt is committed to fair and equitable compensation practices. The salary range for this role is ($175,000 - $200,000) per year + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications.  The salary range may differ in other states and may be impacted by proximity to major metropolitan cities.