Director, Customer Programs

Remote
Posted 18 hours ago
Main Location
Los Altos, CA, United States
Open jobs

Contrast Security is the world’s leading provider of security technology that enables software applications to protect themselves against cyberattacks, heralding the new era of self-protecting software. Contrast's patented deep security instrumentation is the breakthrough technology that enables highly accurate assessment and always-on protection of an entire application portfolio, without disruptive scanning or expensive security experts. Only Contrast has sensors that work actively inside applications to uncover vulnerabilities, prevent data breaches, and secure the entire enterprise from development, to operations, to production.

At Contrast, we pride ourselves on being the best and being the best requires hiring the best. We are looking for a Director of Customer Programs to be a part of creating our world-class product. Our ideal candidate is a skilled problem solver and unafraid of challenges. Building the world’s fastest and most accurate application and web security demands a mix of tenacity, passion, and experience. At Contrast, you will find an environment where innovation and success come from creative collaboration. For those who meet these standards, there is no better place to work than Contrast Security.

About the Position

We are looking for an experienced leader to join Contrast Security as the Director of Customer Programs. The Director of Customer Programs reports to the VP of Customer success and serves as the functional owner for the customer lifecycle and each component within it. This is a role requiring expertise in the craft of customer success; you will build or enhance programs and processes for team use to drive stronger, accelerated value throughout our customer base. Strong teamwork and a desire to work relentlessly across the company is essential, as this is a highly collaborative role intersecting every organization at Contrast and every segment of our global customer base. If you are someone who thrives on making an impact, and who lives and dreams in customer journeys and successful outcomes, we want to hear from you.

Responsibilities
  • Develop and deliver programs to accelerate our customers’ onboarding, adoption, and time to value. Execute these programs through our Customer Success Management and Professional Services teams
  • Build, train, and coach account management strategies that deliver increasingly effective results for our customers
  • Define and implement multi-segment customer engagement models to drive gross and net retention in support of our high-growth strategy
  • Directly engage with customers to identify practice improvements and inform our operational plan
  • Serve as the functional leader for “voice of the customer” programs, and promote outside-in perspectives throughout the company
  • Partner strongly with Product, Sales, and Marketing to fulfill these objectives as a team
Qualifications
  • 5+ years experience in customer success roles for technical, subscription-based products, preferably with progressive responsibility
  • 3+ years in roles with direct customer-facing impact
  • 2+ years of direct management experience preferred
  • Proven experience leading teams both with and without direct management responsibility
  • A thorough understanding of the craft of customer success, and how to drive successful customer outcomes at scale
  • Experience with data systems like Salesforce, data analysis methods, and making data-driven decisions
  • A commitment to work comfortably in a high-paced, collaborative, team-focused organization An ability to translate strategic imperatives into direct action and company-wide results
  • Experience with software development or application security is a plus
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Director, Customer Programs
Contrast Security