About the Organization

We are a U.S.-based enterprise cybersecurity platform delivering zero-trust architecture, identity governance, endpoint protection, and AI-driven threat intelligence to Fortune 1000 companies, federal contractors, and regulated industries nationwide.

Our platform protects mission-critical infrastructure and high-value digital ecosystems where uptime, data integrity, and regulatory compliance are non-negotiable. With multi-year enterprise agreements, expanding ARR, and complex technical deployments, long-term customer adoption and measurable security ROI are central to sustained growth.

As cyber threats evolve and enterprise security stacks grow increasingly complex, proactive lifecycle management, value realization governance, and executive-level client engagement are essential.

We are seeking a strategic Head of Customer Success to architect national lifecycle strategy, enterprise adoption frameworks, renewal performance governance, and expansion growth initiatives, fully remote within the United States.

This is not a support escalation role. This is a revenue protection and customer value acceleration mandate.

Job Function

The Head of Customer Success will lead enterprise-wide customer lifecycle strategy, including onboarding excellence, adoption acceleration, renewal forecasting, executive account governance, and expansion revenue enablement across a national cybersecurity client portfolio.

This executive ensures measurable retention, high Net Revenue Retention (NRR), and long-term enterprise trust.

Essential Duties and Responsibilities

• Define and execute a national customer success strategy aligned with ARR and NRR targets

• Oversee enterprise onboarding programs and technical adoption roadmaps

• Establish predictive churn analytics and customer health scoring frameworks

• Lead renewal forecasting, governance,e and executive pipeline reviews

• Drive expansion revenue through structured upsell and cross-sell initiatives

• Implement customer value realization frameworks tied to cybersecurity ROI

• Oversee executive business reviews (EBRs) with strategic accounts

• Strengthen escalation management and high-risk account intervention protocols

• Align customer success initiatives with product roadmap and release cycles

• Develop KPIs for retention, adoption depth, and contract expansion

• Present portfolio performance and retention metrics to executive leadership

• Build and mentor distributed regional customer success leadership teams

Strategic Support

• Advise the CRO and the executive team on retention strategy and revenue sustainability

• Support expansion into regulated verticals requiring advanced lifecycle governance

• Contribute to pricing and packaging optimization aligned with client value realization

• Align customer feedback loops with product innovation priorities

• Strengthen investor-facing reporting tied to retention and lifetime value

• Support M&A integration of customer portfolios and lifecycle systems

Job Qualifications and Requirements

• 12–18+ years of progressive customer success, enterprise account management, or revenue leadership experience

• 6+ years within enterprise SaaS, cybersecurity, or technology infrastructure environments

• Proven track record managing multi-million-dollar enterprise portfolios

• Experience leading distributed national customer success organizations

• Strong understanding of SaaS metrics, including ARR, NRR, churn rate, CAC, and LTV

• Demonstrated success in improving renewal rates and expansion growth

• Experience engaging C-level enterprise stakeholders

• Bachelor’s degree required; MBA preferred

Personal Capabilities and Qualifications

• Strategic and revenue-focused executive leader

• Strong executive presence and board-level communication capability

• Data-driven performance mindset

• High accountability for retention and growth metrics

• Exceptional cross-functional collaboration skills

• Resilience in high-growth, performance-driven environments

• Strong negotiation and executive relationship-building expertise

• Governance-oriented and structured leadership style

Working Conditions

• Fully Remote – United States

• Periodic domestic travel for executive client engagements and industry conferences (20–30%)

• High-accountability role tied to retention, renewal, and expansion KPIs

• Executive-level reporting visibility

• Collaboration across distributed national sales, product, and security teams

Compensation & Benefits

Total Executive Compensation Package: $248,000 – $390,000 USD

Executive Compensation Includes:

• Competitive base salary within stated range

• Performance-based annual incentive aligned with retention and expansion performance

• Long-term equity participation and executive incentive plans

• Comprehensive health, dental, and vision coverage

• 401(k) with employer contribution

• Remote work flexibility and executive home office support

• Leadership development and executive advisory programs

• Generous PTO and executive leave structure

Why Join Us

• Lead enterprise customer lifecycle strategy within a mission-critical cybersecurity platform

• Influence retention and expansion growth across regulated industries

• Partner directly with executive leadership, shaping revenue sustainability

• Competitive executive compensation aligned with measurable growth impact

• Opportunity to build a high-performance national customer success organization in a rapidly evolving security landscape