Description
Our mission at Secure Code Warrior is to make the digital world safer by helping companies secure their software through developer-driven security. In a nutshell, Secure Code Warrior gives developers the skills to write secure code. Our learning platform is the most effective secure coding solution because it uses agile learning methods for developers to learn, apply, and retain software security principles. Over 600 enterprises trust Secure Code Warrior to implement agile learning security programs, deliver secure software rapidly, and create a culture of developer-driven security.
To make our mission possible, we’ve brought together individuals passionate about software, security, connection, and collaboration. We are a venture-backed, global remote-first company with offices in Australia, America, Belgium, Iceland, and the United Kingdom. For more information about Secure Code Warrior, visit www.securecodewarrior.com.
Our mission at Secure Code Warrior is to make the digital world safer by helping companies secure their software through developer-driven security. In a nutshell, Secure Code Warrior gives developers the skills to write secure code. Our learning platform is the most effective secure coding solution because it uses agile learning methods for developers to learn, apply, and retain software security principles. Over 600 enterprises trust Secure Code Warrior to implement agile learning security programs, deliver secure software rapidly, and create a culture of developer-driven security.
To make our mission possible, we’ve brought together individuals passionate about software, security, connection, and collaboration. We are a venture-backed, global remote-first company with offices in Australia, America, Belgium, Iceland, and the United Kingdom. For more information about Secure Code Warrior, visit www.securecodewarrior.com.
Core Responsibilities
As the leader of digital customer success & onboarding, you will set the overall plan and vision for our digital customer segments in our Americas, EMEA, and APAC regions, as well as oversell the global onboarding motions of all first time customers. Your mission will be focusing on driving product adoption, providing a positive customer experience, ensuring customer success with our platform, and driving growth and retention through technical motions and ad-hoc customer success management. This will be accomplished through technical touch mechanisms and through digital customer success managers. Lead your customer segment in order to identify and drive customer outcomes, provide return on investment, ensure product adoption, and enhance positive customer experienceDevelop, engineer, deploy, and own a full digital strategy that scales to SCW’s business needsOversee initial customer onboarding, tracking performance, timelines, and outcomesUtilize software platforms to manage customer interactions, track progress, and measure outcomesLeverage data analytics to track customer behavior, product usage patterns, and other measurements to gain insights and make data-driven decisionsDesign and tailor communications to match specific objectives throughout the customers journey with SCWAdvance and finetune the customer lifecycle journey by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous development and improvementDevelop company-wide customer success motions integrating processes, content, and data insightsCultivate collaboration within the Secure Code Warrior Go-To-Market team (sales, renewals, marketing, and customer success management) and across customersDrive operational practices to track the performance of program initiativesWork closely with renewals and sales management to align on account strategies, expansion and retention forecasting, risk mitigation, coverage plans, and account management best practices.Ensure future lifetime value through steadfast customer satisfaction, health score mapping, and overall meticulous efforts to drive continuous product adoptionEscalate client issues with speed and a sense of urgency, orchestrating resources across the company as appropriate in order to bring resolutionHelp mitigate churn and drive expansion through strong customer advocacy and referenceabilityDeliver boots-on-the-ground leadership to ensure that your team is highly motivated and engagedInspire, challenge, and maximize the strength of the team and align their efforts to the mission and vision of the Secure Code Warrior
Role Requirements
Proven experience leading teams in customer success management or operations, account management, renewal management, or sales managementStrong experience leading process and teams, driving customer retention motions, customer growth, software adoption, and leveraging customer success best practicesDemonstrated forward-thinking management experience leading teams in a technology or software company, ideally for a SaaS or subscription enterprise software companyProven ability to develop strategies, translate them into real initiatives, track successful delivery, and put innovations into actionPossess a healthy management presence and leadership ability, with communication and interpersonal skills that inspire and motivate individual contributors and peer leaders.Demonstrated operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planningAgility and flexibility in responding to evolving business priorities and dealing with challengesExperience successfully working with senior executives and decision-makersStrong operational and business-building skills that will drive organizational efficiencies and long-term customer satisfactionAbility to collaborate across the organization and with external clients and partner stakeholdersA Bachelor's degree from an accredited college or university required
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