Senior Director, Customer Success - Denver, CO/ Waltham, MA/ Remote

Product · Waltham, Massachusetts
Department Product
Employment Type Full-Time
Minimum Experience Experienced

Randori is seeking a Senior Director of Customer Success to oversee our strategic level clients within various US territories. We are seeking someone with a proven track record of leading a team of senior strategic account managers responsible for Customer Health while offering innovative solutions to ensure an excellent customer experience. The individual should be comfortable in a fast-paced, high growth environment with proven success in the annual subscription renewal rate of commercial level SaaS software products.


At Randori, we help defenders continuously assess their real-world security risk. Our automated attack platform provides a red team experience designed to mirror today’s adversaries, not yesterday’s threats. We partner with security teams to help them understand the art of the possible by delivering an unrivaled attack experience, at scale. Randori strives to change the narrative in cyber security by moving the conversation from “how many total assets do I have” to “what assets are tempting to an attacker” - the things that can be attacked! We are committed to changing the script and bringing an authentic, real-world view of your attack surface to light. If you are driven by change, believe in helping companies understand their risk from an attacker's perspective, and that being authentic is the only way to be, we want to hear from you!


Reporting to the Vice President of Product & Customer Success, the Senior Director will be responsible for continuing to build out and executing on a world-class customer success program that spans onboarding, operationalization, and eventually services. This role is also responsible for interfacing cross functionally to ensure that the company is aligned in providing an excellent customer experience as we scale and grow.


A Little About the Job

  • Further define and expand our Customer Success program to deliver exceptional onboarding, refine and improve ongoing touchpoints, and ensure customers integrate Randori into their overall security program
  • Define and implement customer success metrics to track customer health by iterating on our scorecard, implementing survey and/or other monitoring efforts to provide leading indicators of success
  • Manage and lead a team of strategic enterprise level success managers to achieve renewal and customer success goals
  • Forecast the renewal business and deliver results against monthly, quarterly and annual forecast objectives
  • Partner with Sales Directors to collaborate and close renewals, new and add-on business within the portfolio of accounts
  • Ensure alignment between our customer’s security strategy and Randori’s to continue to grow our partnership with our customers
  • Act as a point of escalation with customers and reacting nimbly to ensure customer issues are addressed quickly
  • Analyze risk trends with customers and implementing mitigation strategies 
  • Work cross functionally with Product Management and Engineering to ensure that the company optimally provides the features and service that its customers require


A Little About You

  • 7+ years’ of Customer Success or Account Management within a high growth enterprise software company
  • 4+ years’ experience leading teams with both large and small customer portfolios and understanding on how to optimize for all scenarios
  • 2+ years’ cybersecurity experience (required)
  • Experience delivering customer success playbooks across software training, operationalization and services development and execution
  • Solid management skills that emphasizes collaboration and is able to make command decisions when required
  • Bachelor’s degree in Business Administration, Computer Science, or related field
  • Travel up to 25%


A Little About Our Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • 401k Retirement Savings Plan
  • Life Insurance (Basic, Voluntary & AD&D)
  • Unlimited PTO (Trust and accountability-based)
  • Parental Leave (PPL) and Family Medical Leave (FML)
  • Short Term & Long Term Disability (STD, LTD)
  • Employee Assistance Program (EAP)


A Little About Randori and Our Market Space With two offices in both the Boston, MA and Denver, CO areas, our move to “stay-at-home” has not dampened our cross-departmental collaboration one bit. Our high-energy, innovative environment has helped us develop a first of its kind single platform for Attack Surface Management (ASM) and Continuous Automated Red Team (CART).


Forbes, The Wall Street Journal, TechCrunch, Bloomberg, CyberScoop, and countless other organizations--both regional and national--have recognized Randori as an innovator, focused on launching real attacks and providing real-time insight into how attackers view customers’ environments.


Interested in contributing to industry-shaping innovation, enjoying a fast-paced workspace, earning competitive pay, and advancing your career? Become part of the Randori team today!


Randori is committed to a diverse and inclusive workplace. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation or veteran status.


Security Responsibilities:
Every Randori employee has the responsibility to ensure all tasks performed adhere to Randori’s  Information Security requirements. This includes understanding and following security policies, participation in information security training, and helping improve the organization's overall security maturity. Each member of our team must understand their role in protecting company assets and the subsequent handling of confidential & customer data.

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  • Location
    Waltham, Massachusetts
  • Department
    Product
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced