Senior Director, Global Customer Success

Company Overview:

The world’s most critical--and at risk--business applications have been neglected for far too long. Onapsis eliminates this blind spot by providing cybersecurity solutions dedicated to business-critical applications. Whether running on premises, in the cloud, or in a hybrid environment, Onapsis helps nearly 30% of the Forbes Global 100 understand the threats and risks across their SAP and Oracle landscapes.

Position Summary:

Onapsis seeks a passionate and experienced Senior Director to lead our Global Customer Success team. As a key member of the Go-to-Market leadership team, you will drive customer retention, growth, and loyalty by:

• Championing Customer Value: Ensuring customers maximize the value of Onapsis solutions through proactive engagement, strategic guidance, and ongoing support.
• Leading and Developing a High-Performing Team: Building and mentoring a world-class Customer Success team, fostering a culture of continuous learning and improvement.
• Driving Revenue and Growth: Achieving ambitious targets for bookings, revenue, and renewals, while collaborating closely with Sales and Marketing to expand accounts and identify new opportunities.
• Optimizing Customer Experience: Developing and refining processes, programs, and initiatives that enhance the customer journey and foster strong relationships.
• Collaborating Cross-Functionally: Partnering with Sales, Professional Services, Technical Support, and Product Management to ensure seamless customer experiences and drive product adoption.

Day-to-Day:

• Lead and mentor a global team of Customer Success Managers.
• Develop and execute strategic plans to achieve revenue and customer retention goals.
• Collaborate with Sales on pre-sales activities and account planning to drive renewals and expansion.
• Build strong relationships with key customer stakeholders to foster loyalty and advocacy.
• Serve as an escalation point for customer issues and work cross-functionally to resolve them effectively.
• Drive adoption of best practices and stay up-to-date with industry trends to continuously improve the customer experience.

This role reports to the Chief Revenue Officer and offers a unique opportunity to make a significant impact on the success of Onapsis and its customers.

Required Skills and Experience:

• Leadership: 10+ years of proven success leading customer success, professional services, and/or sales teams, preferably in cybersecurity (SAP/Enterprise Apps experience a plus).
• Customer Focus: 5+ years in customer-facing roles, building strong relationships and exceeding customer expectations. Comfortable with extensive travel for face-to-face engagement.
• Growth Driver: Proven track record of developing and implementing strategies that drive significant customer value, account growth and net revenue retention
• Enterprise Acumen: Proven experience navigating complex, multi-stakeholder environments within large enterprise customers, including adeptness at "getting higher" within organizations.
• Customer-Centric Approach: A strong desire and ability to travel and engage with customers face-to-face, building strong relationships and understanding their unique needs.
• Global Perspective: Ideally, experience working with international/European customers, demonstrating cultural sensitivity and awareness in both customer and internal interactions.
• Technical Proficiency: Experience with customer success platforms such as ChurnZero or Gainsight, or similar tools.
• Technical Expertise: 5+ years of experience with business-critical applications, ideally in cybersecurity domains like vulnerability management, secure development, and compliance.
• Performance Driven: Proven ability to forecast accurately, manage a P&L, and drive teams to exceed targets.
• Problem Solver: Adept at identifying customer needs in complex situations, developing solutions, and driving successful outcomes.
• Collaborator: Excels at building strong relationships with internal teams and stakeholders, fostering open communication and effective problem-solving.
• Process-Oriented: Demonstrated ability to develop and improve processes, tools, and systems for efficient customer engagement and performance measurement.
• Strategic Thinker: Uses data to inform decisions, simplify complex issues, and communicate effectively with diverse audiences.
• Adaptable: Thrives in a fast-paced environment and readily adjusts to changing market dynamics.
• Communication: Excellent written and verbal communication skills, with the ability to tailor communication style for different audiences (C-Level, Leadership, Teams).

Headquartered in Boston, MA 

What you’ll get:

• A role in shaping the future of protecting the most critical applications that run the world's business and a career that grows as the company grows.
• A unique culture of high achievement and teamwork.
• Supportive and humble colleagues are the space's top problem solvers and innovators.
• Financial security through competitive compensation and incentives.
• A fast paced, and rapidly growing start up work environment and unlimited paid time off

About Onapsis:

Onapsis protects the business applications that run the global economy. The Onapsis Platform delivers vulnerability management, change assurance, and continuous compliance for business applications from leading vendors such as SAP, Oracle, and others. The Onapsis Platform is powered by the Onapsis Research Labs, the team responsible for the discovery and mitigation of more than 1,000 zero-day vulnerabilities in business applications.

Onapsis is headquartered in Boston, MA, with offices in Heidelberg, Germany and Buenos Aires, Argentina, and proudly serves hundreds of the world’s leading brands, including close to 30% of the Forbes Global 100, six of the top 10 automotive companies, five of the top 10 chemical companies, four of the top 10 technology companies, and three of the top 10 oil and gas companies.

For more information, connect with Onapsis on LinkedIn or visit https://www.onapsis.com.

Equal Opportunity Employer:

Onapsis is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.

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