Director of Customer Success

| Remote
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Application security is shifting left, with software engineering teams taking ownership over the security of their applications. StackHawk is helping lead this charge with our application security testing software, built for automation in CI/CD.

We are hiring a Director of Customer Success to build and lead the Customer Success/Support function within the company.  We are looking for a passionate leader who continuously thinks about great customer experience, committed to winning in the market and delivering on their goals. 

You have a proven track record of leading and transforming a start-up organization to a highly motivated and effective scale up org, and can work comfortably with continuous change while being laser focused on your goals. You will exceed retention and growth in line with quarterly/annual targets. You will be instrumental in driving strategic direction, product adoption, retention, growth, and expansion by providing data to support decision making.  You will manage all customers onboarded to ensure they get the best out of our solution, with the ultimate aim being retention/renewal and generating more revenue. You'll work in collaboration across the business when executing our strategy in qualifying business requirements and implementing a customer success process; developing and maintaining business relationships and delivering a customer success plan. 

As a Series A startup that is ready to invest in accelerating growth, you’ll be joining at the ground floor. You’ll need to be able to roll up your sleeves and do the work, while also building strategically for the future. If this sounds like the right role for you, we’d love to chat!


What You’ll Do 

  • Customer Obsessed: Proactively understands customer needs and work across cross-functional teams to develop a holistic strategy that enhances customer value.
  • Cross-Team Collaborator & Influencer understands that collaboration is imperative to everything we do, continually working across internal and external teams to understand  playbooks, programs, intended outcomes, and collateral to successfully engage customers and accelerate adoption
  • Measure Customer Success: Be responsible for and manage success measures and KPIs, including customer sentiment and overall health, increased product consumption and adoption, account revenue growth, and renewal performance.
  • Measure Customer Support: Be responsible for and measure the quality of the service provided, resolution times, and overall customer satisfaction

About You

    • 5+ years of progressive experience leading customer-facing teams for a complex, global SaaS organization serving tech-savvy customers, with a breadth of exposure to both SMB and Enterprise customer needs
    • Build and scale customer success/support team 
    • Develop and deliver a roadmap to success.  Drive product adoption and ongoing usage of StackHawk, while promoting customer satisfaction and advocacy.
    • Highly prefer 2+ years experience with developer tooling and are comfortable engaging directly with developers and/or Application Security leaders 
    • Strong business acumen and an interest in the startup ecosystem
    • Empathy for customers and passion for revenue and growth
    • Analytical and process-oriented mindset
    • Experience designing and implementing large-scale enterprise deployment plans across multiple post-sales customer-facing roles specifically for technical products 
    • You have an aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability

The Goods:

  • Competitive Compensation: Earn a competitive salary and get an equity stake in the company that we are building together. 
  • Solid Benefits: Health, dental, and vision insurance 100% paid for employees and dependents. Other benefits include life insurance, AD&D, and a 401K.
  • Time to Recharge Encouraged: Take what you need vacation (Unlimited PTO) plus ten paid holidays! Unplug, recharge, and come back refreshed. 
  • Fun Team and Perks: We do great work and have fun doing it! Get a great at home equipment setup, a fun team to collaborate with, and other great perks.
  • Place Where Your Work Matters and You Grow: As a seed stage company, your work shapes the product that we are building. Nothing beats arriving at work every day knowing that your work deeply matters, and there is no better opportunity to grow in your career.

StackHawk is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

Salary range for this role is $120k to $160k, or commensurate with experience.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • SegmentAnalytics
    • IllustratorDesign
    • SketchDesign
    • FigmaDesign
    • Post NotesDesign
    • SharpiesDesign
    • JIRAManagement
    • SalesforceCRM
    • SendGridEmail

Location

Right now we share a lovely Zoom screen together every day. Someday we may be back in our downtown Denver roots!

An Insider's view of StackHawk

What’s the vibe like in the office?

The team includes a variety of talent across different fields, industries, and backgrounds. The company has a vision to transform application security and we have since laid down the foundation for fast, intuitive software development.
Building great software with friends is a great way to make a living, and StackHawk is a great place to do it.

Sam

Full Stack Engineer

What projects are you most excited about?

At StackHawk Engineering, I'm excited that we are building both useful security products for our customers. Being able to deliver tools and applications to other engineers that can help them automate security testing for their own applications is extremely satisfying.

Topher

Senior Full Stack Engineer

How has your career grown since starting at the company?

StackHawk has set the stage in pursuing my two passions, software & security. It is stimulating & refreshing to be part of a team dedicated to delivering quality software in a space that needs it most. Because of the exceptional talent and the bright minds I find myself surrounded by, I have undoubtedly been able to level up my game each day.

Adam

Full Stack Engineer

How do your team's ideas influence the company's direction?

We are at the fun stage of the business where each individuals work directly impacts the outcome of the business. The team is empowered to make decisions, take risks, and find ways to make our goals happen. Our team is low on ego - everyone's opinion has a seat at the table.

Ryan Severns

Co-Founder & COO

What are StackHawk Perks + Benefits

StackHawk Benefits Overview

Competitive Compensation: Earn a competitive salary and get an equity stake in the company that we are building together. Phone reimbursement, paid parking and commuter benefits included (if we ever leave Zoom again).

Solid Benefits: Health, dental, and vision insurance 100% paid for employees and dependents. Other benefits include life insurance, AD&D, and 401K.

Time to Recharge Encouraged: Take what you need vacation plus ten paid holidays! Unplug, recharge, and come back refreshed.

Fun Team and Perks: We do great work and have fun doing it! We have a daily Zoom happy hour to catch up and hang out. There are also frequent deliveries of snacks, meals, and goodies to keep you fueled as you do your work!

Place Where Your Work Matters and You Grow: As a seed stage company, your work shapes the product that we are building. Nothing beats arriving at work every day knowing that your work deeply matters, and there is no better opportunity to grow in your career.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Diversity manifesto
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Employees receive stock options vesting over a four-year period.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Happy Hours
Parking
Home Office Stipend for Remote Employees
Employees receive a solid home office setup to ensure they are ready to get to work!
Professional Development Benefits
Cross functional training encouraged
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