Director, Customer Success

Director, Customer Success
Toronto, ON, Canada United States Waterloo, ON, Canada Req #201

Monday, June 21, 2021
eSentire® is the global leader in Managed Detection and Response (MDR), keeping organizations safe from cyber attacks that technology alone cannot prevent. Our 24×7 Security Operations Center (SOC), staffed by elite security analysts, hunts, investigates, and responds in real-time to known and unknown threats before they become business disrupting events.

We want to cut through the hype and overblown claims surrounding AI and ML to help our customers successfully tackle their biggest challenges utilizing human expertise at machine scale. We value each person’s unique contribution, so if you love to solve difficult problems-together-eSentire is the place for you.

eSentire has been recognized in Deloitte’s Technology Fast 50™ and Fast 500™, Canada’s Top Small and Medium Employers, and Gartner’s Market Guide for Managed Detection and Response. For more information, visit www.eSentire.com and follow @eSentire.
About The Customer Success Team

We’re continuing to build out a passionate team of A-player Customer Success Managers. We are looking for a strategic, relationship-minded and experienced Director of Customer Success to join our ranks, as we exponentially grow our business and customer base.
Our Customer Success team supports a wide array of customers along the entire sales lifecycle, as they engage with us and adopt our services to achieve their goals. We ensure customers are optimized and scale effortlessly through impactful engagements, all focused on driving business and technical value. Our obsession is understanding a customer’s business to build lasting partnerships that continue to add value over time.

We are laser focused on making customer success a company-wide imperative and building a culture around putting customers first.

Who You Are

As the Director of Customer Success, you will lead the Customer Success team who is responsible for making all customers in your portfolio successful – which ultimately assures revenue retention.

You are excited about helping our customers transform and optimize their customer experiences, and you will instill that expertise into our team. You are able to innovate in rapid cycles and test solutions to learn what works, then feed insights into a strategy and long-term solutions.
You must have scale-up culture in your DNA and get energized by a low-ego, “all hands on deck” environment. You care deeply about not only making your team’s portfolio customers successful, but also collaborating with your peers to ensure eSentire’s success. You are empathetic, enthusiastic and take risks – upping the game of the CSM team. You are a customer-focused leader — an independent critical decision maker and a strategic thinker with no problem taking on the nitty-gritty work.
You are passionate about attracting and developing high quality talent to eSentire. You thrive on leading and inspiring that team to greatness and achieving ambitious goals and innovating strategies that maximize leverage.

What You Are Great At

Your top priority will be laying out the customer success vision/goals/purpose/metrics — leaving no retention rock unturned. Educating eSentire team members about Customer Success will be your focus. Simultaneously, you will get to know your team and peers —- nurturing relationships so your team and company can succeed. Your responsibilities will include that you:

• Continue to build upon a team that wins, has fun and lives the eSentire values

• Grow, train, and coach your team, so that they consistently set a standard for the experience they give our customers in the eSentire customer journey, are fulfilled by their work, and have a strong understanding and plan for their careers
• Inspire team to action and sets operational agenda across customer group
• Ensure that you and your team are aligned against priorities

• Provide operational oversight of the business and the broader team.
• Prioritize where to invest our resources and efforts with customers.
• Identify cross-function implications and work across eSentire to resolve or capitalize on them
• Masterfully manage complex customer dynamics even under the most difficult circumstances
• Lead and partner with your team to

• Provide strategic guidance to help your customers grow, so you align eSentire with company’s business priorities
• Conduct customer health-checks and QBRs
• Manage renewals and find new expansion opportunities within the account
• Represent the voice of customers – identify and convey customer feedback and use cases
• Meet and exceed churn and revenue goals – You will be measured by renewal and retention rates, new sale leads, referenceable customers & NPS
• Become a trusted advisory to C-level clients and customer advocates
• Collaborate with CSM peers, cross-functional teams, and leaders to ensure customers succeed

• Partner with Sales, Product, and Marketing Leaders to identify trends and uncover opportunities for improved or new success engagements, customer training offerings, and product feedback.

What We Require

• BA/BS degree or equivalent practical experience.
• 7+ years experience, of which 2 years are managing complex enterprise & mid-market accounts, preferably in a Security, SaaS or MSP based organization.
• Experience in a leadership role, within a global customer success environment, leading a team of 20 people. You’ll have hired and coached team members to develop them, and make them more effective, happier employees
• Confidence in setting and delivering upon ambitious metrics
• Understanding of SaaS business models and their overall relationship to Customer Success
• Experience at a security or technology company or relevant consultancy

• Quick to learn new programs and software and solve complex problems
• Ability to understand security issues and provide new/insightful recommendations

• Ability to persuasively articulate eSentire’s value proposition to client senior executive teams

• Able to engage effectively and persuasively with client senior executive team
• Able to understand complex / second order motivations and craft creative solutions to achieve goals
• Able to gain leverage from a wide variety of stakeholders and junior colleagues for impact

• Excellent problem solver both in operations and analytics. Ability to work across org to solve, and present new/insightful recommendations that drive impact
• Patience and positivity. Ability to be focused during a growing and changing scale-up environment
• Willingness to travel up to 20% (post covid)

We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted.

eSentire is committed to creating a fair work environment that is aligned with the Accessibility for Ontarians with Disabilities Act (AODA). We guarantee equal treatment and provide opportunities regardless of race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these basis. If you have any accessibility requirements during the recruitment process, please reach out to our HR team at [email protected] and any accommodation needs will be addressed upon request.
Other details

• Job Family

Customer Success

• Pay Type

Salary

Job Type: Full-time