Head of Customer Success - Cybersecurity

DescriptionFor nearly two decades Escalon has helped more than 5,000 companies across a range of industries to optimize their back-office processes. At Escalon, we deliver Essential Business Services to organizations so that owners and leaders can focus on the core of their business while Escalon takes care of the rest. We call it Escalon, And Done! Escalon’s simple and intuitive technology and outsourcing solutions significantly reduce the administrative costs and time needed to perform FinOps, PeopleOps, and Risk “back-office” services. “And done” is our simple way to describe how we deliver high-quality, exceptional service to our clients. About the role: Our client is a leading SaaS security solution that is redefining the way enterprises secure their SaaS environment by taking an identity-first approach to SaaS Security Posture Management (SSPM). Connecting in minutes via API, our client discovers every app, its users, and their actions to seamlessly prioritize and control the risks in the SaaS ecosystem.As the head of Customer Success, you will play a crucial role in shaping the overall customer experience. Reporting directly to the CEO, you will be responsible for developing and executing the plan to drive customer satisfaction, retention and growth. Key ResponsibilitiesOversee the onboarding process to ensure customers achieve quick and successful implementation of the clients proprietary software solution.Collaborate with cross functional teams to drive product adoption and usage (Product, Sales, Marketing)Identify and nurture customer advocates who can contribute to case studies, testimonials and referrals.Establish and maintain strong relationships with key customersDevelop and implement strategies to reduce churn and increase customer lifetime value.Define and track key customer success metrics and KPI’sProvide regular reports on customer success strategy aligned with the company’s overall goals. Skills, Knowledge and ExpertiseProven experience of at least 3 years in customer success within a B2B cybersecurity startup is preferred.Strong understanding of SaaS/Cloud Security and the ability to align customer success strategies with industry trends. Cybersecurity experience is a must haveExcellent communication and interpersonal skillsAnalytical mindset with the ability to use data to drive decision-making.Must live in the East Coast and comfortable with remote work. BenefitsFull benefits including Health, PTO, Dental and 401kContinuous training and professional development opportunities.Collaborative and supportive work culture that values diversity and inclusion.Impactful role contributing to the company's growth and success.