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Senior Director of Customer Success Americas

USA

About The Position

Come Hack With Us!

Join us on our mission of protecting organizations against the most advanced attackers in the world!

Pentera is the leader for Automated Security Validation, allowing every organization to test with ease the integrity of all cybersecurity layers, unfolding true, current security exposures at any moment, at any scale. As a result, thousands of security professionals and service providers worldwide use our platform to guide remediation and close security gaps before they are exploited.

We are a unicorn with more than 350 employees around the globe with over 850 customers in production in more than 50 countries!

Pentera has won various Industry Awards, including the Frost & Sullivan “Best Practices Award for Global Breach & Attack Simulation (BAS) Market Leadership 2022 and the 2020 Gartner Cool Vendor Award. We are backed by Top tier investors such as Insight Partners, K1 Investment Management, The Blackstone Group, and AWZ.

Penterians are one team with a shared mission. Become a Penterian – change the way the world does cyber!


About the role:

Location: East Coast, United States

Pentera seeks a Senior Director of Customer Success who excels in cultivating outstanding customer relationships and possesses a unique combination of passion, experience, people-centered leadership, and a proven history of steering organizational change. 

The Senior Director of Customer Success is a senior leadership role focused on driving customer satisfaction, retention, and revenue growth through effective management of customer relationships while also leading and mentoring a team of customer success professionals. 

This role strongly emphasizes sales renewals and demands regular travel to engage with clients in person.


Roles and Responsibilities:

  • Lead and inspire a team of customer success managers, providing guidance, mentorship, and performance management.
  • Cultivate and maintain strong relationships with key stakeholders at customer organizations, comprehending their unique challenges and business goals.
  • Act as a trusted advisor, ensuring customers realize the full potential of products or services and addressing their evolving needs.
  • Lead negotiations of contract renewals, securing terms that align with customer expectations and company objectives.
  • Collaborate closely with the sales team to identify opportunities for upselling and cross-selling during the renewal process.
  • Develop and execute strategies to enhance customer retention rates and minimize churn, directly contributing to revenue growth.
  • Monitor customer engagement and health, proactively addressing issues and delivering tailored solutions.
  • Measure, analyze, and report on key metrics such as customer satisfaction scores, retention rates, and revenue growth.
  • Regularly travel to customer sites.
  • Cross-collaborate closely with internal teams, including Customer Operations and product Development, to advocate for customers' needs.

Requirements

  • 10+ years of experience in customer success, account management, or related roles, with a proven track record of managing customer relationships and driving renewals.
  • Cyber security OR tech Saas expertise is a must.
  • Prior experience in people management and leadership, with the ability to lead, mentor, and develop a team
  • Demonstrated experience in negotiating complex contracts and achieving sales renewals to meet revenue targets.
  • Exceptional communication, negotiation, and presentation skills.
  • Strong analytical and problem-solving abilities, with the capacity to effectively address customer challenges.
  • Willingness and ability to travel frequently to customer locations.
  • Bachelor's degree in a relevant field; an advanced degree or MBA is advantageous.


We are an equal opportunity employer and we are committed to building a diverse and talented workforce. We do not discriminate on the basis of race, sex, religion, colour, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by applicable law. We welcome candidates from all backgrounds to join us!

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