Banyan Security logo

Banyan Security

Banyan Security banner image

Director, Customer Success

San Francisco/Remote - Posted 1/13/2022

About Us

At Banyan Security (https://www.banyansecurity.io/), we are building a truly ubiquitous security platform that spans clouds, data centers, and mobile devices. We have assembled a team of world-class computer systems engineers, security architects, UI/UX designers, customer success, sales, and marketing professionals that are passionate about solving one of the most challenging problems faced by almost every company today – secure access

About the Role

We’re looking for a Director, Customer Success & Support who is responsible for the development, management, and performance of the Customer Success & Support Organization. You will lead a team that works closely with Product, Engineering, Sales and other teams to close the feedback loop on customer and market needs. Your goals will be to ensure the retention and renewal goals for our customers and driving expansions and high customer satisfaction.

Your key responsibilities will include

  • Set the overall vision and strategic plan for the Customer Success & Support organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
  • You will take care of the daily management of our Customer Success organization, including coaching & developing the team
  • You will identify, implement and manage tools to help drive superior customer success
  • Regularly meet with direct reports to review the customer health of their accounts, own the success of key customer accounts and ensure customer escalations are addressed and resolved
  • Drive continuous change and improvement initiatives throughout the team, raising improvement suggestions and/or pain points to the Senior Leadership as necessary
  • Ensure team addresses technical issues that customers face during on-boarding and product use
  • Advocate for customers and provide internal feedback on how Banyan can better serve our customers 
  • Ensure team delivers onsite or remote training and services to customersEnsure team educates customers about new products and feature enhancements
  • Work with the team to build collateral to help customers help themselves: knowledge base articles, documentation, code samples, webinars, etc

What will you bring

  • 5+ years of experience in a Customer Success management role
  • Understanding of Enterprise business motions and customer lifecycle
  • Passion for solving customer issues and advocating for their success in a fast paced, highly technical environment
  • Experienced in CRM systems (Salesforce) and Customer Success Management platforms
  • Ability to communicate effectively and clearly to ensure critical issues are handled in a timely fashion
  • A Bachelor's degree in Information Technology, Computer Science, or an Engineering discipline, or equivalent experience

Its a Huge Plus if you have

  • Knowledge of the Zero Trust ecosystem and competitors
  • Experience with cloud security and permissions systems - VPC, Security Groups, IAM
  • Operational knowledge of networking protocols - understanding of the various layers, TCP/IP, DNS, TLS, HTTP
  • Experience with network security - IPSEC, SSL-VPN, NAT, GRE - and endpoint security software - Antivirus, DLP, IPS, NAC

Perks

  • In addition to the fun culture and exhilarating work environment, you will have several other perks including:
  • Early-stage stock options
  • Medical, Dental, Vision, 401K
  • Flexible PTO
  • A mandatory company shut down between Christmas and New Years
  • Mutual respect and inclusive culture with an emphasis on learning/teaching
  • Weekly catered lunch, snacks, fruits, drinks, and monthly happy hour events
  • Centrally located office in San Francisco near BART
Apply here