New

Director, Customer Success

US - Remote - Miami - Florida , US - Headquarters - Maryland - Columbia

Who is Tenable?

Tenable® is the Exposure Management company. 44,000 organizations around the globe rely on Tenable to understand and reduce cyber risk. Our global employees support 65 percent of the Fortune 500, 45 percent of the Global 2000, and large government agencies. Come be part of our journey!

What makes Tenable such a great place to work?

Ask a member of our team and they’ll answer, “Our people!” We work together to build and innovate best-in-class cybersecurity solutions for our customers; all while creating a culture of belonging, respect, and excellence where we can be our best selves. When you’re part of our #OneTenable team, you can expect to partner with some of the most talented and passionate people in the industry, and have the support and resources you need to do work that truly matters. We deliver results that exceed expectations and we win together!

Your Role:

Build and scale internal operations to drive success across a rapidly growing CS organization, including Onboarding, Customer Success Management, Retention and Customer Experience. In partnership with internal stakeholders, you will gather business requirements, oversee technical projects, improve processes, analyze results, and enable training. The role of Head of Customer Success, is paramount in contributing to the overall scale and efficiency of the Customer Success department and ultimately the broader organization.

Your Opportunity:

  • Develop, implement, and maintain critical CS business processes and solutions
  • Work with stakeholders within CS and across the organization to understand needs, identify gaps/areas of opportunity, and propose changes to existing systems, policies, and process framework
  • Partner with Business Platforms on CS automation initiatives as needed
  • Manage end-to-end project execution including documentation, timelines, communication, and acceptance testing
  • Outline and enforce change management best practices; communicate and document upcoming changes and releases
  • Collaborate with (both in-house and external contractors) system administrators of CS technologies (Salesforce, Gainsight, and similar)
  • Assist with the implementation and day-to-day support of solutions, technologies, and supporting applications
  • Serve as the liaison between CS and other operations functions in the organization (e.g. Sales, Marketing, Finance, etc.)
  • Maintain and oversee CS department Standard Operating Procedures (SOP)
  • Ensure the accuracy and integrity of CS reports and dashboards
  • Review key metrics to identify strategic insights and trends; perform critical analysis and diagnostics to solve key business challenges
  • Ensure CS teams have early warning indicators when critical business
  • metrics are at risk
  • Support recurring and ad hoc reporting requests as needed
  • Monitor and report on CS Ops throughput, organizational impact, and contribution to overall CS efficiency
  • Help prepare monthly and quarterly CS presentations for department
  • meetings, company all hands, and board
  • Collaborate with Sales Enablement on creating a comprehensive training program to support the learning needs of all roles within CS organization from onboarding to relationship management
  • Ensure all on-going system and process changes are properly documented and communicated
  • Build a curriculum that includes grooming soft skills critical to immediate duties and longer-term professional development
  • Establish metrics that measure the effectiveness and quality of new hire and ongoing CS training

What You'll Need:

  • Bachelor’s degree
  • 5+ years of experience working in a similar role
  • Business operations experience in SaaS, preferred; experience in Cyber Security desirable
  • Self-starter with strong leadership and mentoring skills
  • Analytical, process-oriented, flexible, and resourceful
  • Excellent communication, written, verbal, and listening skills; ability to communicate complex technical concepts to engineers and admins just as easily as not as technically savvy stakeholders
  • Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solution
  • Confidence in advocating best practices
  • Spanish speaking preferred

#LI-Hybrid #LI-MF1

This is the base pay range for this position. Compensation for the role will depend on a number of factors, including the candidate's qualifications, skills, competencies, location and experience, and may fall outside of the range shown. Employees are also eligible for variable compensation in addition to base pay (commission for sales roles, bonus for non-sales roles), depending on company and individual performance. Tenable also offers a variety of comprehensive and competitive benefits which include: medical, dental, vision, disability and life insurance; 401(k) retirement savings with company match; an employee stock purchase plan; an employee referral program; flexible spending accounts; an Employee Assistance Program (EAP); education assistance; parental leave; paid time off (PTO); company-paid holidays; health and wellness events; and community programs.

US Pay Range

$129,000 - $171,666.67 USD

We’re committed to promoting Equal Employment Opportunity (EEO) at Tenable - through all equal employment opportunity laws and regulations at the international, federal, state and local levels.  If you need a reasonable accommodation due to a disability during the application or recruiting process, please contact Recruiting@Tenable.com for further assistance.

Tenable Data Consent Statement

Tenable is committed to protecting the privacy and security of your personal data. This Notice describes how we collect and use your personal data during and after your working relationship with us, in accordance with the General Data Protection Regulation (“GDPR”). Please click here to review.

For California Residents: The California Consumer Privacy Act (CCPA) requires that Tenable advise you of certain rights related to the collection of your private information. Please click here to review.

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