Director of Customer Success

Location: US (Santa Clara or Remote)

Axiad is a fast-growing solution provider focused on cybersecurity - specifically on the increasingly fundamental area of Identity and Access Management (IAM). Working with industry-leading technology vendors, Axiad distributes, integrates and offers unique on-premises and cloud-based solutions that address password vulnerabilities and solve the issues related to one simple question: who is accessing your data.

With the increased demand for strong authentication and Identity Management solutions, our company has seen significant growth in recent years, and we are looking for motivated individuals to join our team of security experts.

The Director of Customer Success will report to the COO. This role will lead the strategic direction and execution of Customer Success. The director is responsible for leading a team of technical experts and will be responsible for driving key initiatives to accelerate the deployment and adoption of Axiad solutions with our customers and ensuring a high level of customer satisfaction. The role will require coordination of efforts across multiple teams including Axiad Sales, Operations, Product Management and Engineering.

Job Description

The Director of Customer Success serves as the primary post-sale technical point of contact for clients/customers, and leverage its in-depth knowledge of client industry, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of Axiad products.

Role and responsibilities:

• Identify and document customer pain points and roadblocks impacting Axiad product adoption as well as user experience
• Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value
• Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products
• Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
• Partner with other Axiad teams to align activities with the customer's business case and strategy and to optimize and streamline customer experience
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' needs and identify potential areas of improvement (specific focus on the onboarding experience)
• Conduct periodic customer health checks. Prepare and educate customers on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product
• Provide technical leadership to develop and mentor a group of technical subject matter experts ensuring quality of service delivery to customers
• Foster a culture of client-centricity, and stimulating professional growth and development within the Department

The role requires up to 30% travel.

Skills & Experience required

• Experience leading a Customer Success function at the senior leadership level
• 10+ years of customer success experience in SaaS organization
• A customer-centric perspective with excellent listening and problem-solving skills
• Excellent knowledge and experience in Identity and Access Management (IAM) and Security space
• Strong knowledge of cloud architecture as well as on-premise IT landscape
• Extensive experience in consulting and implementation of IT systems, preferably cloud service and/or identity management.
• Knowledge of enterprise web technologies, and security such as multi factor authentication, FIDO2, PKI and federation
• Must have a balance of strategic experience and the willingness to be a hands-on contributor.
• Excellent communication skills, including issue tracking, triaging and crisis management
• Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence
• Bachelor's Degree Required or Equivalent Experience

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

This is a customer facing position which requires strong presentation and communication skills, ability to work under pressure and under tight timelines, and good problem-solving abilities. We are looking for candidates with growth potential, eager to learn and who can demonstrate their abilities and motivation to contribute in a fast-paced environment.

Axiad offers a competitive salary, stock options and a full list of benefits, including health, 401K, vision and dental coverage. You will work in a fun and creative environment with a talented group of individuals that have a passion for building great solutions.