Director, Customer Success, US

Santa Clara, CA, United States

Director of Customer Success

Position Overview:

We are seeking a dynamic and experienced professional to join our team as the Director of Customer Success. In this role, you will lead our customer success organization, driving strategies to enhance customer satisfaction, retention, and overall success. The ideal candidate has a proven track record in building and managing high-performing customer success teams, a deep understanding of customer engagement in the network security space and a passion for delivering exceptional customer experiences.

Responsibilities:

Team Leadership: Lead, and develop a high-performing team of customer success professionals across the US.

Strategic Influence: Develop and execute strategies in collaboration with Sales, Product, and Support teams to create customer value, drive growth, and limit churn.

Customer Experience Optimization: Enhance customer experience and lifetime value through increased product adoption, satisfaction, and overall health scores, leveraging data-driven insights.

Renewals and Upsells: Lead the team in managing customer renewals, expansions, and upsells, collaborating closely with Sales, Product, and Support teams.

Performance Management: Set and execute team KPIs and objectives, managing performance to meet growth goals.

Voice of the Customer: Act as the Voice of the Customer, providing visibility into customer wins, challenges, and escalations.

Global Growth Targets: Deliver to the company’s global growth targets, managing the team to key metrics through operational execution.

Strategic Contribution: Contribute to Aryaka’s customer success vision and strategy, influencing CXO relationships and engaging with customer leadership in key forums like the customer advisory board.

Resource Investment: Prioritize the investment of resources across the team for effective customer engagement.

Process Evolution: Evolve processes, engagement methodology, customer success model, and tool requirements.

Qualifications:

Educational Background: BA/BS degree in Business, Computer Science, or a closely related field.

Experience: 10+ years of experience in Customer Success Management, Business Strategy, and/or related fields.

Leadership Track Record: Strong track record of building and developing teams in the Customer Success space, with a focus on enterprise software.

Expertise: Expertise in Customer Success team management and creating holistic strategies for cross-functional engagement.

Global Enterprise Relationships: Demonstrate high-touch relationships with global enterprise organizations.

Passion for Customer Experience: Deep passion for the customer experience and relationships with an inspiring and persuasive approach.

Communication and Analytical Skills: Exceptional communication and analytical skills.

Industry Understanding: Understanding of SD-WAN networking, SASE space is a plus.

Employee Value Proposition (EVP):

Global Growth: Work for a global, fast-growing SD-WAN and SASE innovator.

Inclusive Culture: Be a part of a company culture that embraces diversity and inclusivity.

This role requires a strategic leader with a strong background in customer success, team management, and a deep understanding of the enterprise software space. The emphasis on creating a positive customer experience and contributing to the company's growth is critical, which makes this an exciting opportunity for someone passionate about the customer.

Who are we –

Aryaka is the global leader in fully managed SD-WAN and SASE services. Delivered as-a-service for a variety of modern deployments, we make it easy for enterprises to consume network and network security solutions. Aryaka uniquely combines innovative SD-WAN and security technology with a global network and a managed service approach to offer the industry’s best customer and application experience. Coupled with being recognized for the 2nd year in a row by Gartner’s “Voice of the Customer and listed on the “Inc. 5000 America’s Fastest-Growing Private Companies” our clients include hundreds of global enterprises, including several from the esteemed Fortune 100. We have strong partnerships with companies that include Palo Alto Networks, Check Point Software Technologies, as examples, and we are backed by incredible investors that include Goldman Sachs, Third Point Ventures, and others. We are actively seeking top talent to join our growing team. Are you ready?

Why Aryaka –

We have won “Great Places to Work” World-Wide for 5 consecutive years because we have an amazing company culture that is inviting, collaborative, supportive, and inclusive to our employees. We encourage our employees to expand their knowledge base and provide the tools to help them get there. We are always innovating and looking at ways to improve and expand, and we listen to our employees and their ideas. We have an amazing group of very respected “Thought Leaders” who are always open to mentoring. We consider ourselves great Corporate Citizens which we show through our “Women In Technology” Program and “AryakaCares” Program as well as others. Our Benefits are World-Class, we have unlimited PTO, and a flexible work structure to allow you to maximize on your work/life balance. As Aryakans, we are 100% dedicated to being an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging.

Aryaka Networks, Inc. is an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging. All candidates from all backgrounds, ethnicities, genders, and gender identities are strongly encouraged to apply. Aryaka considers the "whole person" without regard to race, color, religion, sex, national origin, physical or mental disability, or veteran status.

Compensation: Base Salary $140,000 -$175,000 + Commission + Stock + Benefits

Third-Party Agency Notice: Aryaka does not accept unsolicited resumes from 3rd party agencies. Should any agency send a resume to any employee within Aryaka without explicit invitation, the resume will be considered a gift, and no fee will be paid. All agencies must have a signed contract from Talent Acquisition management prior to any engagement.

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