Global Head of Customer Success at Secure Code Warrior

Customer Success, Full-Time, Australia support full-time
Description
Posted 23 days ago

Who's Secure Code Warrior?

Secure Code Warrior is the developer-chosen solution for secure coding. Secure Code Warrior makes the world safer by making secure coding a positive and engaging experience for developers. We succeed with a human approach that uncovers the secure developer inside every coder, helping development teams ship quality code faster so they can focus on creating amazing, safe software for our world. We care about the impact insecure coding has on the world and are driven to make learning secure coding a positive experience, by proudly bringing our unique style of creativity, approachability and fun to this crusade. 

Our people are the heart of Secure Code Warrior. We’d be best described as an eclectic and enlightened bunch of people who provide a variety of voices and viewpoints. We pride ourselves on celebrating people for who they are and what they contribute. We are all life-long learners, endlessly curious, with a hunger and spark to grow our company to make a big impact in software safety. You won’t find us overdressed and uninspired (flip-flops are welcome) and we like to put a little fun and cheekiness into everything we do.

We're a hyper-growth cyber-security company driven by a purpose of making the world's coders more secure with our online secure coding platform.

We train and equip software developers to be the first line of defence in their organisations, empowering them to think and act with a security mindset every day.

They want to ship secure code with confidence - and we give them the skills, tools and knowledge to do it! 

In 2019 we secured a $US48 million Series B round spearheaded by Goldman Sachs and Cisco and now we're looking for a Global Head of Customer Success to build and lead a best in class Customer Success function. 

Reporting into the SVP Customer Success & Operations (located in Australia), you will be responsible for building and executing on a global CS strategy that ensures our customers receive amazing experiences at every interaction, in turn driving growth, value and revenue. 

You will collaborate closely with peers across Sales, Marketing and Operations and be responsible for mentoring leaders, implementing processes and procedures, ensuring best in class support for customers and driving continuous improvement. 

What you'll do:

  • Oversee SCW's Customer Success operation by implementing streamlined systems and processes that will see improved CS efficiencies globally, including tools, software and workflows. 
  • Hire, mentor, and shape the capability of the global team - including the ability to manage managers (you will be responsible for multiple direct senior reports). 
  • Deliver data driven customer success strategy across the various customer segments. 
  • Work closely alongside the SVP of Customer Success & Operations in building & executing a global CS strategy. 
  • Closely monitor, develop and improve SCW's key CS metrics including Churn, Renewals, NPS and CSAT. 
  • Work closely with Regional leaders and SVP to ensure OKR's, deliverables and team objectives are on track to success. 
  • Increase revenue through new and expand opportunities .
  • Build customer success framework that closely aligns with other business units including Sales, Marketing, Product and Engineering.  
  • Influence and build relationships with sales org to ensure coverage plans, opportunities and risks are transparent.
  • Ensure our global team of CSM's have the tools, knowledge, and systems in place to provide amazing customer experiences.  
  • Your qualities, experience and skills:

  • 7+ Years experience leading a global enterprise Customer Success function in a SaaS/technical environment.  
  • Ideally current experience as a Director of Customer Success or substantial experience leading teams, driving new and expansion sales, driving software adoption while leveraging customer success best practices.
  • Demonstrated history of sound processes and strategies that scale high performing CS teams.
  • You have related experience in building a customer-centric culture that champions a customer first mentality.
  • Proven and demonstrated experience in increasing and driving customer revenue. 
  • Successful people manager who can lead managers, motivate and successfully manage global, distributed teams across multiple regions.
  • Strong operational and strategic experience in analytical thinking, problem-solving, communication and planning.
  • A people leader who is data-driven and relies on quantitative data to make sound decisions and judgements. 
  • Demonstrated experience putting in place best in class metrics and data dashboards which ensure the business can act at speed with quantifiable data at all times. 
  • Aligned to our Warrior Code and to the way we work at Secure Code Warrior.



  • Why Work at Secure Code Warrior

    You're joining us at an exciting stage in our journey, and are key to our future success. You’ll have the opportunity to create impact, deliver on your ideas, and use your spark, experience and expertise to help us live long and prosper.
     
    Warriors have full flexibility. We appreciate that you’ll do your best work when you’re rested and energized. With our business operating globally, there’s no 9-5 grind at Secure Code Warrior. You’re encouraged to work the days, times and in the way that suits your best. We also offer generous leave and work from home options so you can make work work for you.  
     
    We’re a tight-knit team that values humility, diversity, giving back to the community and to each other. Giving back is key to being a Warrior, and we do what we can to make the world a little bit brighter as we work to make it more secure. 

    Diversity. Inclusion. They’re more than just words for us. They’re the hard-and-fast principles guiding how we build our teams, cultivate leaders and create a company where every single person feels safe and celebrated. We have a global, multicultural following—we want to reflect that inside our walls and ensure people come as they are, we like it that way!
     
    Sound like a good fit? Apply Now