Head of Customer Success (APAC) at Secure Code Warrior

Customer Success, Full-Time, Sydney sydney support full-time
Posted a month 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.

Secure Code Warrior’s vision is to empower developers to be the first line of defence in their organisation by making security highly visible and providing them with the skills and tools to write secure code from the beginning.

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

As a Head of Customer Success (APAC), you will be partnering with our valuable Enterprise customers to provide technical guidance and education on best practices for how to maximise adoption and engagement within the platform. Your journey with the customer will start with the sales transition through on-boarding to renewal, with a focus on retention and an eye towards expansion. Strong business acumen and strategic conversations are necessary to ensure that our customers are utilising the platform to best meet their objectives and goals.

You will be part of the core team that makes our customers, partners and the APAC team successful, and you will have close contact with Secure Code Warrior (SCW)'s executive management and product teams to provide customer feedback for future improvements and to help grow our product.

You will be reporting into the Global Head of Customer Success and working alongside peers in the US and EMEA, and collaborating 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 be doing:

  • Maintain and grow Secure Code Warrior’s APAC’s most valuable Customer base (typically finance, telecommunication and technology companies with thousands of SCW end-users).
  • Develop the existing team and hire world class talent. You will serve as a key voice for the CS function in the region, acting as the sponsor for customers and working with other cross functional leads to ensure we’re doing everything we can to drive value and satisfaction with our customers.
  • Engage with senior stakeholders to develop strategic business relationships and present to the C-Suite executives for business review.
  • Lead, mentor and coach a team of Customer Success Managers and Associates to world class standard.
  • Deliver and report on data driven customer success strategy across the various customer segments in your jurisdiction with a heavy focus on driving customer health.
  • Responsible for building a long term resourcing strategy based on growth of the region.
  • Lead transition from sales to implementation and provide training, support and guidance to customers as they deploy and utilize SCW across their business.
  • Provide support to our current and future customers (lead regular meetings, manage support and product requests etc) to drive success with their adoption and to ensure renewal and/or expanded use of SCW.
  • Create scalable, reusable assets (sales tools, trial/pilot or delivery related) to further enable our business to grow  customer volume and our customers to be increasingly self-sufficient and successful.
  • Collaborate effectively with the sales and development teams to provide timely product feedback and to serve as the customer advocate to resolve any issues.
  • Build Secure Code Warrior’s profile by supporting conferences, hosting tournaments, and together with sales and business development building a broader partner ecosystem.
  • What you you will bring:

  • 5 + years of solid management or Head of experience in the SaaS/technology industry with extensive customer facing experience, including experience within Application Security.
  • Demonstrated team leadership and management experience and the ability to hire, mentor and grow a diverse team.
  • You have a passion for awesome customer experience and a strong ability to balance customer needs and business priorities.
  • Technically proficient yet effective communicator over the phone, in person and when delivering demos/presentations.
  • Genuine interest in working for a global fast growing company with distributed teams.
  • You are organised, an optimist, a great listener, an effective communicator and possess the technical and domain skills to be consultative and credible in your approach.
  • 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