Director, Technical Success

Role We are looking for a Director, Technical Success Management to join our team. This is a Hybrid role, reporting to the VP of Customer Success in the Customer Success department. This strategic leadership role, you will scale a high-performing technical success organization, elevate leadership capabilities across your team, and drive exceptional customer outcomes, retention, and platform value across the region. What you’ll do: Lead, coach, and develop a team of managers and Technical Success Managers to build a strong leadership bench and foster a customer-centric culture. Take end-to-end regional ownership of customer success outcomes, including satisfaction, retention, adoption, and expansion. Drive innovation in customer engagement models, team operating rhythms, and success programs to improve scale and efficiency. Build trusted relationships with executive customer stakeholders and serve as a senior escalation point for strategic situations. Partner cross-functionally with Sales, Support, Product, and Professional Services to advocate for customer needs and optimize the overall experience. Who You Are (Success Profile) You are customer-obsessed, building deep empathy for enterprise clients and anchoring decisions in solving their real-world security and business objectives. You act like an owner, taking full accountability for regional outcomes while navigating seamlessly between high-level strategy and hands-on execution. You think at scale, connecting daily operations to the broader company mission and building repeatable processes and teams that are built to last. You are a high-trust collaborator, partnering cross-functionally and building executive relationships through candid, respectful communication. You operate with urgency, maintaining speed and high standards to deliver rapid, measurable results for both customers and internal teams. What We’re Looking for (Minimum Qualifications) Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving; 10+ years of experience in customer success, account management, technical account management, or similar customer-facing roles; 5+ years of senior leadership experience managing managers and building high-performing, scalable organizations; Demonstrated success driving customer adoption, retention, satisfaction, and growth in a complex enterprise environment; Strong executive presence with the ability to build trusted relationships with senior customer stakeholders and internal executives; Strong analytical and operational skills with experience using data to assess risk and drive strategic decision-making. What Will Make You Stand Out (Preferred Qualifications) Experience leading customer success or post-sales teams in a B2B SaaS environment, ideally within cybersecurity, networking, or cloud services; Strong understanding of networking and security technologies, with familiarity in cloud computing solutions; Industry certifications such as CISSP, CCNP, CCIE, Network+, or cloud provider certifications across AWS, Google Cloud, or Azure. By applying you agree to our policies. Benefits include health plans, time off, parental leave, retirement options, education reimbursement, and more. Learn more about our hybrid model and benefits here.