| Job Category : | Management |
| Company Name: | Ostendio |
| Position Name: | Director, Customer Success |
| Location : | Remote |
| Job Description : | Director, Customer SuccessWe’re looking for an experienced Director, Customer Success to join our team.Based in Arlington, VA, Ostendio, Inc. is a fast-growing, venture-backed, B2B software company. We are changing the cybersecurity landscape with MyVCM, an award winning cloud-based Integrated Risk Management solution that helps organizations build, operate, and showcase their security and risk management program.We believe that the work that we do makes a major impact in the safety and security of our clients and the community at large. We are currently looking for a new team member that wants to:Utilize their curiosity to help us continue to use data driven decisions.Promote a caring, collaborative, and diverse culture.Be inspired and encouraged by supportive team members.Create a better world for others with purpose. In addition to promoting an amazing platform, we support causes that YOU care about.Elevate their future with a company with true industry experts.As our Director, Customer Success, reporting directly to the CEO, successful candidates exude infectious customer service qualities and can grow a superior Customer Success Team. Customer Success is an integral part of the customer lifecycle, account management, retention, and growth. The right candidate will be energized to successfully manage customers towards the highest levels of satisfaction, adoption, and retention.Key ResponsibilitiesAssess, prioritize, and innovate timely new programs to ensure our customers are adopting our Cybersecurity/SaaS products quickly and successfullyLead, coach, develop, and drive performance of our Customer Success team. Empathize with the customer experience and cultivate a team of best-in-class customer advocatesRoll up your sleeves and regularly engage with customers to build relationships, understand product usage, and resolve escalated issues. Ensure customers are successful with your team’s regularly documented communications that enhance their understanding and experience with OstendioSet customer goals, action plans, playbooks, and key metrics based on customer tiers. Spark continued customer adoption by providing learning and promoting product attributes in regular intervalsOwn accurate forecasting, account assignments, and bandwidth management processes to energize various initiatives. Conduct engaging presentations for appropriate stakeholdersLead and build strong strategic, cross-functional initiatives – such as customer journeys, maturity models, voice-of-customer, and product feedbackHelp support product market readiness, sales handoffs, customer marketing, training actions, and services deployment for a seamless customer experienceRequirements10+ years of Customer Success experience. Proven passionate display of “upping the standard” in order to exceed customer expectations. 4+ years of Customer Success Management4+ years SaaS experience in a growth-oriented environmentFearless, results-driven leader who excels at execution and who is not afraid to dig into the details, tackle problems, and produce results with their teamStrong process orientation, with a total-system mindset. Experience rolling out global processes and programsMaster level communication skills (in all forms) with a high level of energy and authentic enthusiasm – enjoys telling others how our product is changing the industry in a way that is meaningfulSolid influencer and collaborator who seeks a winning solution for allCuriosity and willingness to experiment, fail fast, learn, and adaptAbility to multitask, prioritize, and meet deadlines in a dynamic ever-changing environmentAbility to study and learn technical information—excited to become an expert in our cutting-edge productsBenefitsWe offer flexible work hours and family-friendly benefits to all of our full-time employees:401(k) Retirement PlanMedical and Dental InsuranceLife and Disability InsuranceStock OptionsGenerous Paid Time Off and HolidaysTime to Support Community Involvement (e.g. volunteering for a local non-profit)Commuter/Home Office BenefitsEngaging Employee EventsWe look forward to hearing from qualified candidates who are looking to join our organization at an exciting time of growth in the cybersecurity market.At this time, Ostendio will not sponsor a new applicant for employment authorization for this position.About OstendioOstendio was recognized on the 2021 Inc 5,000 list as one of the nation’s fastest-growing private companies. Ostendio was also the winner of multiple 2017, 2018, 2019, 2021, and 2022 Cybersecurity Excellence Awards and a 2021 SaaS award finalist. Visit our website at www.ostendio.com to learn more about us.Ostendio provides equal employment opportunities to all current employees and qualified applicants for open positions, without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other basis prohibited by law.Job Type: Full-timePay: $110,000.00 – $150,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceDisability insuranceFlexible scheduleFlexible spending accountHealth insuranceLife insurancePaid time offProfit sharingVision insuranceWork from homeSchedule:Monday to FridayCOVID-19 considerations:We are remote workers and have not met it person. When we do, we follow CDC guidelines.Experience:SaaS based: 4 years (Required)Customer Success/Account Management: 10 years (Required)cybersecurity or information security company: 1 year (Preferred)Work Location: Remote |