Vp, Customer Success

Who We Are:
Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way.

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that).

Everything we do revolves around our three core principles:

Do whats best for our customers.
Do whats best for our employees.
Dont do things that suck.

That's basically it.

If you'd prefer to hear from our Critical Crew, watch

this video

to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint (Pssst...want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you).

What can we offer you?
Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good.
An abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do.
An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good?
Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment.
Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming. Almost.
Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth... Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled.

Who You Are:
As a Customer Success Executive, you will play a pivotal role in driving the success and satisfaction of our customers. This leadership position requires a skilled problem solver with a strategic mindset, focusing on delivering customer success outcomes and ensuring the continuous growth of our customer base.

This role will oversee Customer Success, Technical Support and Renewals.

This role is based out of our Plano, Texas office and requires a minimum of 3 days in the office.

What You Will Be Doing?:
Achieving Customer Success outcomes and influencing future lifetime value through customer satisfaction and overall health scores.
Developing and maintaining clear, concise reporting on customer health, churn, upgrades, and renewals.
Mitigating churn and downgrades to reduce revenue risk and driving new growth in market share through increased advocacy and reference-ability.
Defining and optimizing the Customer Lifecycle, standardizing interventions for each stage in the customer journey.
Collaborating with internal teams to amplify the Voice of the Customer and fostering a robust user community in partnership with marketing.
Leading and supporting Customer Success Managers, promoting a culture of individual contribution and facilitating Success Plan creation for strategic accounts.
Cultivating an environment that prioritizes customer success and consistently supports the team in achieving successful customer outcomes.
Encouraging collaboration within the team and across the customer life-cycle, promoting continuous learning.
Ensuring accountability for the care and enhancement of the Closed Loop Feedback system and maintaining appropriate staffing levels ahead of growth.

What You Will Bring?:
Required Qualifications:
5+ years of experience in leading complex customer-facing organizations of large scale (commonly defined as 100+ employees).

3+ years of direct experience in managing teams, demonstrating the ability to generate monthly metrics reporting and present progress toward annual goals.

Cyber security experience is required.

Experience in Customer Support organization management, with a preference for SaaS financial metrics expertise.
Previous involvement in establishing a modern, next-generation Customer Success organization, ideally focused on guiding the success of security operations and network operations teams.

Ability to manage influence through negotiation and consensus building, possessing a combined background of post-sale and sales experience.

Strong empathy for customers and a dedication to revenue and growth, coupled with a deep understanding of value drivers in recurring revenue business models.

Analytical and process-oriented mindset, showcasing critical thinking ability, excellent communication and presentation skills, and a continuous desire for learning and improvement.

Enthusiastic and creative leadership style with the ability to inspire others.

Dedication to driving customer value.

Strong leader who can set clear goals/objectives and hold the team accountable for executing on them.

Process-oriented and skilled in building infrastructure.

Proactive and efficient in task execution.

Exceptional coaching abilities.

Adept at cross-functional collaboration with experience aligning success with sales and product teams.

What It's Like Working Here:
Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously.

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking.

Depending on the role, you may work in the office, virtually, or adopt a hybrid work model. Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do?

What does our Compensation and Benefits package entail?
Competitive salary with bonus potential
100% employee coverage for healthcare/50% coverage for dependents
Unlimited PTO (Paid Time Off) policy
Paid Parental and Military Leave
Dental and Vision Plan
Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage
Additional Voluntary Life Insurance coverage
401(k) Plan with Matching Program
24/7/365 availability of Employee Assistance Program
Teladoc Mental Health Benefits
Optional Pet Benefits Discount Plan
And a new Tesla... just kidding! Kudos for making it to the end.

Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to Do whats best for our employees, and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Mental and Physical Requirements

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.

Physical:
Stationary position for extended periods of time.
Constantly operate a computer.
Occasionally you may be required to move equipment or other items up to 20 lbs.
The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
Mental:
Must be able to apply established protocols in a timely manner.
Make timely decisions in the context of workflow.
Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.
Ability to work effectively and efficiently in high stress situations.
Ability to simultaneously address multiple complex problems.

For positions that can or will be performed, in whole or in part, virtually within the U.S., range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, experience, performance in the role and potential for revenue generation (sales roles only).

Compensation:
The compensation range (base) being offered for this role is [$165,000-$190,000].

Additional Compensation:
This role is eligible for performance-based bonus compensation.

Employment Benefits:
100% employee coverage for healthcare/50% coverage for dependents

,

unlimited PTO (Paid Time Off) policy

,

paid Parental and Military Leave

,

dental and vision plan

,

Employer-provided Life Insurance (up to $100K coverage), Long-Term Disability, and Short-Term Disability coverage

,

401(k) Plan with Matching Program

,

24/7/365 availability of Employee Assistance Program.

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