Who is Forcepoint?
Forcepoint simplifies security for global businesses and governments. Forcepoint's all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you're in the right place; we want you to bring your own energy to help us create a safer world. All we're missing is you!
The Director of Customer Success, Americas, is an experienced Customer Success leader responsible for bringing a strategic vision, proven methodologies, and an innovative approach to lead the North America and LATAM Customer Success teams at Forcepoint. This role will report to the Global VP of Customer Success and will be responsible for driving customer satisfaction, retention, and growth.
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The ideal candidate will have an action mindset, be excited by the idea of tackling unique challenges, and thrive in a fast-moving, transparent, values-driven leadership team while enabling both customer and company success.
Key Responsibilities:
Customer Success Strategy:
- Bring a deep understanding of SaaS business models, how subscription-based businesses operate, and the importance of customer retention.
- Refine and execute a comprehensive, region-specific customer success strategy to drive customer adoption, retention, and expansion.
- Represent an experienced point of view on how to optimize the customer lifecycle through standardized interventions for each stage.
- Drive customer lifetime value (ARR, GRR, NRR) by defining the customer journey and deploying programs to help customers achieve their goals.
- Collaborate with sales teams to engage with leaders at prospective and existing customers to define goals and leverage our products and services to achieve them.
- Identify opportunities for continuous improvement within the Americas and provide input for the global CSM leadership team.
- Strike the right balance for the services and support offered to our broad range of customer segments (Large Enterprise, Mid-market, SMB).
Team Leadership:
- Lead, mentor, and grow a team of Customer Success Managers, fostering a high-performance culture focused on customer outcomes.
- Foster collaboration within the team and with internal and external stakeholders to ensure a seamless customer experience.
- Ensure that new team members are onboarded quickly and effectively. Encourage continuous learning within the team.
Customer Advocacy:
- Promote a customer-centric mindset and influence internal stakeholders to prioritize customer outcomes.
- Be a strong advocate for customers in the region, ensuring their needs and feedback are championed and communicated across the organization.
Performance Metrics:
- Ability to link customer success to company financials: You should be able to demonstrate the ROI of customer success initiatives and their impact on the company's bottom line.
- Monitor and ensure accountability for key performance indicators (KPIs) such as Net Revenue Retention (NRR), Net Promoter Score (NPS), Customer Time to Value (CTTV), and CSM customer engagement.
- Help the team understand the importance of CSM KPIs, coach team members who need help, and be decisive when needed.
Cross-functional Collaboration:
- Work closely with sales, product, and marketing teams to align customer success initiatives with business objectives.
- Partner with the renewals team to align on quarterly goals and targets.
Requirements:
- 7 or more years in a customer success role with extensive experience in customer success best practices and methodologies.
- 5 or more years in a people management position with progressive experience, having managed other managers. Experience leading teams of 10+ people with a proven ability to manage and motivate team members to achieve their goals and develop their skills.
- Experience managing remote and distributed teams across different locations, countries, and time zones.
- Excellent communication and presentation skills. Ability to present customer success strategies and results to C-level executives.
- Excellent verbal and written communication demonstrating the ability to effectively communicate with customers, team members, and executives. Skilled at influencing through persuasion, negotiation, and consensus building.
- Skill in managing difficult customer conversations with a demonstrated ability to navigate complex customer situations and resolve issues diplomatically.
- Analytical and process-oriented mindset.
- Basic data analysis skills. Comfortable using Excel and similar tools to analyze data to identify trends and insights that inform customer success strategies.
- Familiarity with the use of CRM systems (e.g., Salesforce, HubSpot) to manage customer data and track interactions.
- Familiarity with customer success platforms (e.g., Gainsight, ClientSuccess) and how to use them tactically and strategically.
- Bachelor's degree or equivalent experience in a relevant field; preference for computer science or related degrees.
Key Deliverables:
- Increase renewal and expansion rates and reduce churn.
- Expand revenue through cross-sell and up-sell opportunities.
- Drive new business growth through customer satisfaction, advocacy, and overall health scores.
- Retain and recruit top talent, upleveling the ability of the Americas team.
Forcepoint is committed to fair and equitable compensation practices. The salary range for this role is 25th percentile - 50th percentile and represents the low and high end of compensation for this position. Actual salaries are determined by various factors including, but not limited to, location, experience, and performance. The range listed is just one component of Forcepoint's total compensation package for employees. Other rewards may include bonuses, paid time off policy, and many region-specific benefits.
Don't meet every single qualification? Studies show people are hesitant to apply if they don't meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace - so if there is something slightly different about your previous experience, but it otherwise aligns and you're excited about this role, we encourage you to apply. You could be a great candidate for this or other roles on our team.
The policy of Forcepoint is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.
Forcepoint is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability. You may request reasonable accommodations by sending an email to recruiting@forcepoint.com.
Forcepoint is a Federal Contractor. Certain positions with Forcepoint require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.
Applicants must have the right to work in the location to which you have applied.