Head of Customer Success

📋 Description

• • Own the entire Customer Success lifecycle at Push Security—from onboarding to renewal—while acting as the single-threaded owner of net retention and churn mitigation. You will architect repeatable playbooks that turn first-time users into power users and at-risk accounts into expansion opportunities.
• • Design and implement a data-driven risk-scoring system that surfaces early warning signals across hundreds of accounts. Your model will combine product-usage telemetry, support tickets, NPS, and executive-level engagement to predict churn 90 days in advance and trigger automated save-plans.
• • Build and run QBRs, EBRs, and value-realization workshops that prove ROI to Fortune 1000 CISOs. You will translate technical outcomes into board-level metrics, ensuring Push remains a strategic security initiative rather than a tactical tool.
• • Partner elbow-to-elbow with Sales, Product, and Customer Engineering to close the feedback loop. You will own the voice-of-customer program, funneling field insights into sprint planning, pricing decisions, and roadmap prioritization—turning customer pain into product differentiation.
• • Establish the long-term vision for the CS organization: decide when to hire the second CSM, when to layer in digital-touch programs, and how to leverage AI to scale 1:many motions without eroding the white-glove experience that enterprise buyers expect.
• • Navigate complex, matrixed customer organizations—identifying economic buyers, champions, and blockers—then orchestrate multi-threaded relationships that survive re-orgs and budget cuts. You will become the trusted advisor who is invited to security steering committees and incident-response war rooms.
• • Create executive dashboards that give the CEO and Board real-time visibility into net retention, logo churn, NPS, and expansion pipeline. Your metrics will directly influence company-wide OKRs and resource allocation.
• • Develop a customer health index that feeds both renewal forecasting and Sales comp plans. You will train Account Executives on how to co-sell expansion with CS, eliminating channel conflict and accelerating deal velocity.
• • Champion customer advocacy: build reference programs, case-study pipelines, and Gartner/Forrester review campaigns that turn delighted customers into a go-to-market force multiplier.
• • Instill a culture of continuous improvement by running post-mortems on every churn, every expansion, and every escalation. You will codify lessons learned into living SOPs that the next generation of CSMs can execute at half the ramp time.