VP of Customer Success
Description
Company Overview
iboss is a cloud security company that enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB and data loss prevention to all connections via the cloud, instantaneously and at scale. This eliminates the need for traditional network security appliances, such as VPNs, firewalls and web gateway proxies, which are ineffective at protecting a cloud-first and mobile world. Leveraging a purpose-built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day.
More than 4,000 global enterprises trust the iboss Cloud Platform to support their modern workforces, including a large number of Fortune 50 companies. To learn more, visit https://www.iboss.com/
At iboss, we believe that exceptional employees are the key to our success. Our teams are hands on, diverse, nimble, and highly empowered to drive excellence. Be a part of the team that will transform the way cybersecurity is delivered!
Description
The VP of Customer Success at iboss focuses on strategic leadership to ensure customers achieve maximum value from their security platform, leading to high retention and growth.
Responsibilities
- Strategic Planning: Defining and executing the overall customer success vision and strategy, ensuring it aligns with iboss business goals and revenue targets.
- Team Leadership & Development: Leading, managing, and scaling a high-performing global or regional Customer Success team, including Technical Support and Technical Account Managers which foster a customer-centric culture and provides coaching and development through training and mentoring.
- Customer Retention & Expansion: Developing and implementing strategies to reduce churn, increase customer satisfaction (NPS scores), and identify and support upsell/cross-sell opportunities in collaboration with the sales team.
- Customer Journey Oversight: Mapping the entire customer journey from onboarding to renewal, identifying key touchpoints, and standardizing interventions to optimize the customer experience and accelerate time-to-value.
- Executive-Level Engagement: Building and maintaining strong relationships with senior stakeholders (e.g., CISOs) at top-tier customer accounts, acting as an executive sponsor, and presenting regular business reviews to align iboss services with customer business initiatives.
- Data Analysis & Reporting: Defining and tracking key performance indicators (KPIs) such as churn, Net Revenue Retention (NRR), product adoption rates, and customer health scores. Reporting these metrics and actionable insights to the executive team.
- Cross-Functional Collaboration: Partnering closely with Product Management, Engineering, Support, and Sales teams to champion the voice of the customer, influence the product roadmap, and ensure a seamless, unified customer experience.
Key Skills & Qualifications
- Experience: Extensive experience (typically 7+ years, with 3-5+ years in a senior leadership role) in customer-facing roles within a B2B SaaS environment, preferably in cybersecurity or cloud services.
- Technical Expertise: A strong understanding of networking and security technologies (e.g., Zero Trust, SWG, Firewall, VPNs) to articulate the value of iboss solutions to both technical and non-technical audiences.
- Leadership & Communication: Excellent written and verbal communication skills, strong leadership presence, and the ability to influence and build consensus across various stakeholders, from technical teams to C-level executives.
- Data-Driven Mindset: Proficiency with CRM (e.g., Salesforce) and Customer Success platforms (Zendesk) to leverage data for decision-making and performance reporting.
- Problem-Solving: Strong analytical and problem-solving skills to navigate complex customer challenges and drive process improvements.
Benefits
- Health, Vision, Dental, Chiropractic - open to domestic partners
- 401K with company match
- Unlimited PTO policy
- Company paid holidays
- Optimistic, supportive, and FUN work environment
The duties and responsibilities described above are essential functions of the job.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.
This position is not eligible for sponsorship of work visas