Are you ready to take the industry by storm by leading customers to success at one of the hottest cyber risk companies around?A' Are you a SaaS customer success leader looking to leave your mark in a booming industry? Do you want to help us revolutionize how cybersecurity is managed in large enterprises? Do you think that you can leverage our early leadership position and a fast growing community and help turn RiskLens into a market standard? We are looking for a proven and high energy professional to join us as our new Head of Customer Success.A' As Head of Customer Success, you will have the opportunity to join a breakthrough and fast growing software company and manage and develop a world class customer base. RiskLens is a hot software startup backed by premier VCs (Paladin Capital Group, Osage Venture Partners, Dell Technologies Capital, MassMutual Ventures, F-Prime) that is helping large organizationsA' quantify cybersecurity risk in dollars and cents and manage it from the business perspective. The market is rapidly developing and we have acquired a significant lead in the marketplace with many of the world's largest companies as customers, in industries as diverse as financial services, retail and healthcare.Responsibilities: Customer Success is absolutely crucial to both long & short-term profitability for a SaaS business with a Recurring Revenue model such as RiskLens. The Head of Customer Success will materially strengthen the company by driving this extremely visible function which will expand as the customer base expands.A' In this high-impact senior leadership position you must establish and maintain executive-level relationships and be a trusted-advisor to Fortune 1000 customers executing on risk management objectives. Your ultimate goal is to make every customer in your team's portfolio wildly successful resulting in their long-term loyalty, increased usage of RiskLens software, and referenceable leadership within the risk management discipline.A' Drive Customer Success Outcomes Achieve 100%+ net renewal rates in 2020, by increasing renewal rates, expanding revenue through upsell and reducing churnExpand lifetime value via higher product adoptionA' Drive new business growth through greater advocacy and reference-abilityBuild/Lead World-class Customer Success Team Ensure a $2m ARR per CSM coverage in 2020, by attracting and retaining key team membersCreate rapid onboarding process for new hires and enable continuous learning within teamFoster collaboration within team and across customer lifecycleDefine and Optimize Customer Lifecycle Validate customer journey in first 90 daysA' Develop listening points in journey (eg, usage, satisfaction, etc.)Standardize interventions for each point in journey by your first 120 daysDefine segmentation of customer base and varying strategies and identify opportunities for continuous improvementMeasure Effectiveness of Customer Success Define operational metrics for team, and establish system for tracking metrics (including but not limited to NPS A cents € " Net Promoter Score) within first 60 daysCreate cadence for review within teamExpose subset of metrics to executive team, company and BODEnhance Effectiveness by Leveraging Technology Validate CSM processes are well managed in our CSMA' platformA' ChurnZero within first 90 daysEvaluate possibilities of automation within ChurnZeroCollaborate with Marketing and Implement Customer Success newsletter by the end of Q2Promote Customer Advocacy at all levels within RiskLens Create company-wide culture of Customer Success through collaborationAlign with Marketing to enhance existing clientsA$ cents A' €A' (TM) appreciation of RiskLensA$ cents A' €A' (TM) valueAlign with Product Management in driving roadmapAlign with Sales around cross-sell/up-sell and focus on retentionAlign with Finance around measurement and forecastingAlign with Executive Team around key metrics and objectivesDrive company-wide definition of A$ cents A' €A' oethe ideal customerA$ cents A' €A' Create company-wide customer feedback loopRequired Experience/Skills15+ yearsA$ cents A' €A' (TM) experience in leading risk- or cybersecurity-centric customer-facing organizationsScale from whiteboard to working with risk analysts, CISOs, Technology Risk Officers and Business ExecutivesManage influence through persuasion, negotiation, and consensus buildingPost-sales and pre-sales experience in risk management or cybersecurity ideal Strong grounding in a SaaS based recurring revenue and growth business model; seasoned in understanding value drivers in a recurring revenue business Metrics driven analytical and process-oriented mindsetBSCS or related degrees preferredAbility toA' travel extensivelyWe offer competitive salaries and benefits, an unlimited vacation policy, a high energy environment, and lots of room for personal and professional growth.RiskLens, Inc. is proud to be an equal employment opportunity and affirmative action employer. We do not discriminate based upon race, color, religion, sex, national origin, age, genetic information, gender identity or expression, sexual orientation, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at . All qualified applicants are encouraged to apply.