Director, Customer Success

As the Director of Customer Success, you will lead and scale the Customer Success team to drive retention, account expansion, and long-term customer value across our security portfolio. You will guide a team of Customer Success Managers (CSMs) partnering directly with customer security teams to ensure successful deployment, continuous adoption, and measurable security outcomes.

What You Will Do

Oversee and coach a high-performing Customer Success team, fostering a culture of accountability, continuous learning, and customer advocacy. Monitor and establish insight into key team KPIs — including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), CSAT/NPS- and report progress against goals to executive leadership.

Why It Might Be a Fit

We value your curiosity about our customers and their evolving needs, as it plays a vital role in delivering the maximum value from our products. You'll collaborate internally, influence product decisions, and represent Swimlane at events.

Requirements

• 8+ years of progressive experience in Customer Success, Account Management, or Professional Services within enterprise B2B SaaS.
• 3+ years in a direct people management/leadership role managing CS teams.
• Proven experience in Cybersecurity, SecOps, Enterprise AI, or related field.
• Demonstrated success holding NRR/GRR quota accountability for customer portfolios.
• Proficiency with CRM platforms (Salesforce preferred) and Customer Success tools (e.g., ChurnZero, Gainsight, Totango, Planhat).
• Strong expertise in analyzing dashboards and customer health metrics.
• Strong analytical, communication, and executive-facing skills.
• Ability to thrive in a fast-paced SaaS environment.
• Strong understanding of how AI is shaping enterprise automation and customer workflows.
• Demonstrated ability to engage and influence senior security stakeholders and communicate complex technical value propositions clearly.

Benefits

• Competitive Benefits & Compensation
• Stock Options
• Training & Professional Development Opportunities
• MacBook Pro
• Great Company Culture
• Give-back Volunteering Opportunities