VP, Customer Success and Technical Operations
HUMAN
IT, Customer Service, Sales & Business Development, Operations
New York, NY, USA
Posted on Wednesday, May 22, 2024
HUMAN was founded in 2012 in a Brooklyn sci-fi bookstore by Tamer Hassan, Michael Tiffany, Dan Kaminsky, and Ash Kalb. Our humble beginnings led to the creation of the Human Defense Platform, the backbone of all our products that safeguards enterprises from sophisticated bots, fraud, and account abuse. Today we verify the humanity of more than 20 trillion interactions per week for some of the largest companies and internet platforms.
Our hacker roots still permeate everything we do. You will be a part of the HUMAN front line in our commitment to protecting companies (and in turn, their customers) from both revenue and reputation risk caused by digital attacks. However, HUMAN is not the center of this story. Humans like yourself are. We firmly believe in putting people first. This approach spans our extensive total rewards package, inclusive of competitive compensation, benefits, stipends - as well as our day-to-day culture - to ensure every human is empowered to do the best work of their life. We want to hear about the marathon you’re training for. We want to see pictures of your pets. We want to know your favorite robot (we have many).
Even if you’re not a conventional “hacker” we can assure you that you are a hacker in your own right. We want to work with people like you who break down problems to build up better solutions. That’s what makes us HUMAN. You’ll be joining us at an exciting moment in the HUMAN story: we joined forces with PerimeterX in a market-changing merger, as well as recently acquired clean.io to enhance the Human Defense Platform. Together under the HUMAN brand, we will disrupt the economics of cybercrime. We hope you can join us in that mission.
Reporting to HUMAN’s Chief Revenue Officer, the VP, Customer Success and Technical Operations will lead HUMAN’s Customer Success teams which includes Technical Account Management, Customer Support, Solutions Architects and Professional Services, and will be responsible for customer outcomes, driving customer retention, service delivery, technical assistance, influencing expansion and training to clients. This person will become an integral leader in transforming the way our customers achieve success with HUMAN’s Defense Platform. This leader will work with their team and partner cross functionally with the account management and sales teams. This will include developing and executing integrated client initiatives that differentiate HUMAN’s products in the marketplace, as well as guide transformation efforts to identify new opportunities to generate revenue through its existing client base. They will be a key contributor to the strategic growth initiatives leading our growth and expansion process and client health and retention initiatives. The VP, Customer Success and Technical Operations will use data and analytics to measure KPIs across the customer experience and lifecycle to ensure our strategies and programs are driving better outcomes.
What You'll Do:
- Responsible for leading and building relationships between customers and our Customer Success teams
- Driving client revenues including renewals and cross selling of products and services
- Troubleshoot complex and technical customer escalations using deep technical and product expertise
- Own partnership with Product, bringing “voice of customer” to Product teams, including interlock, reporting, metrics, and facilitating customer engagement (e.g., surveys, interviews, etc.)
- Analyze and improve technical customer processes to elevate customer experience, streamlining operations and increasing efficiency within the team
- Build a strong Customer Success team which will include Identifying , attracting and retaining top talent in the team
- Align Customer Success team around revenue strategy and growth amongst the different product lines to ensure we are on target and meeting our projections
- Drive and monitor the retention initiatives and health of our customers in a forcastable manner and assist company in maintaining aggressive retention goals
- Collaborate across the Executive Leadership Team and with direct reports to ensure focus is on progression and execution of strategy and goals
- Build out the right Customer Success process including technology and tools for a more automated and seamless customer process
- Leverage data and analytics to develop, lead, and measure results for GTM sales and adoption-related initiatives, programs, and campaigns
Who You Are:
- A visionary leader that is confident and steady and predictable with strong leadership capabilities
- Customer obsessed, stays well-connected with customers and collaborates with executive members to ensure their feedback is communicated to all relevant stakeholders
- Data driven, able to provide predictable metrics and stay on track to the sales strategy and plan.
- Able to be a cultural influencer by cultivating and empowering your team through communication, accountability, emotional intelligence, motivation, and Human’s values
- Passionate about building teams including growing, developing and motivating individuals
- Thrives in changing environments and always seeking to be ahead of the curve
What We're Looking For:
- Please note that only applicants with a deep technical understanding of advertising technology, the ad ecosystem, ad fraud, ad quality, and the general media landscape, OR, a strong technical understanding of web/mobile application security/fraud, web scraping, data contamination, malicious client-side code injections, and account takeovers, will be considered.
- Seasoned customer leader with 12+ years of progressive Customer Success leadership experience focused in Enterprise SaaS business, experience in security and fraud space is highly preferred
- Demonstrated progressive customer success experience leading teams (Technical Account Managers, Solution Architects, and a to be built Professional Services team) and/or operations
- Strong business, technical and operational acumen and executive presence, combined with deep analytical, organizational and problem-solving skills; strong understanding of value drivers in recurring revenue business models
- Passion for data, analytics, and process: dive into data to understand trends and insights to continuously refine and improve our company strategy and performance
- At least 5 years experience building, scaling and managing high growth Customer Success teams while building processes and systems to deliver reliable growth
- Proven track record of growing revenue through sales expansion during hyper growth phases
- Experience in a multi-product platform environment with complex sales strategies and International growth and expansion
- Experience using/integrating Customer Success technology platforms
- Excellent executive communication skills: responsible for projecting confidence and steadiness to the board
- Ability to scale and grow a high productive team and attract top talent to the organization
- Ability to plan effectively for reliable churn and expansion projections using data and metrics
- Strong executive leadership experience and guiding the team through modeling, facilitating, and purposefully influencing positive emotions that encourage team members and employees to excel in their work
The base pay range for this position is $200,000- $240,000 which can include additional on-target commission pay/bonus. The base pay offered may vary depending on location, job related knowledge, skills, and experience. Stock options and other incentive pay may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position ultimately offered.
HUMAN prides itself on being an equal opportunity workplace. We firmly believe in putting people first regardless of who you are, where you come from, how you identify, or who your favorite robot is (we have many). We are on a mission to protect the integrity of the internet for everyone, so we welcome all individuals to come to share their unique experiences and perspectives as we fight against cybercrime together!
With Humans located in all parts of the world, we’ve fully embraced our diversity of thought and are always looking for innovative ways to connect with one another - even in virtual reality! Although New York City is our HQ, we have teams in Tel Aviv, Israel; London, UK; Victoria, Canada; San Mateo, CA; Miami, FL; and Virginia.
We trust our Humans in choosing where they work and how they work. The total rewards package we provide reflects our commitment to our Humans’ personal career development, which includes annual stipends for home office setup, wellbeing, and learning & development. We also offer weekly lunches, dedicated time off, no-meeting Fridays (for our U.S. and Intl. based HUMANs), HUMAN days, and so much more.
We’re constantly trying to anticipate the needs of our Humans to ensure each one of us is equally prepared to do some of the best work of our life. Taking care of one another is part of the HUMAN experience and how we build true HUMAN connections.
If you are an individual with a disability or special need that requires accommodation, please contact us directly.