Senior Manager/Director, Customer Success

About OffSec

Founded in 2007 by the creators of Kali Linux, OffSec (formerly known as Offensive Security) is the leading provider of continuous professional and workforce development, training, and education for cybersecurity practitioners. OffSec’s distinct pedagogy and practical, hands-on learning help organizations fill the infosec talent gap by training their teams on today’s most critical skills.

Become a part of our global presence and work from anywhere. With team members in over 40 countries, we believe in inspiring people of all backgrounds and communities. The OffSec team is composed of diverse, internationally published authors, conference speakers, and seasoned information technology professionals from both the private sector and governments worldwide.

Excited about our mission and what we do? Apply and join us!

About the Job

The Enterprise Customer Success team provides the foundation for a long-term partnership with OffSec’s Enterprise clients, ensuring they maximize the value of their training and certifications. As a Senior Manager/Director of Customer Success, you will lead a global team responsible for onboarding, engagement, and retention of enterprise customers. You will guide both new and existing accounts through setup, education, and the integration of OffSec’s offerings to align with their cybersecurity training goals.

In this role, you will act as a strategic liaison between OffSec’s sales, customer support, and cross-functional teams to drive customer satisfaction and utilization of the OffSec Training Library. You will be responsible for fostering strong relationships with enterprise clients, ensuring seamless onboarding, and driving engagement through a proactive customer success approach.

Duties and responsibilities

• Lead and Develop a High-Performing Team: Manage a global team of 10+ customer success professionals, ensuring regional coverage and operational excellence.
• Champion Cross-Functional Collaboration: Advocate for customer-centric improvements across departments, influencing product development, marketing, and support teams to enhance the overall customer experience.
• Measure and Drive Customer Value: Define success metrics and create strategies to quantify and improve the value customers realize from OffSec’s training programs and certifications.
• Foster a Customer-Centric Culture: Instill a company-wide focus on optimizing the customer experience, emphasizing long-term customer satisfaction, retention, and lifetime value.
• Understand the customer journey from land, onboarding, adoption, expansion and renewal plays to drive engagement and retention through this journey.
• Define and Execute a white glove Customer Experience: Establish a standardized success plan template to guide customers through their journey with OffSec, ensuring a consistent and high-value experience.
• Implement a Multi-Channel Support System: Deploy an enterprise grade communication system that includes email, live chat, self-service, and other communication channels. 
• Define key performance metrics and renewal plays, including retention, Net Promoter Score, response times, time to value, and customer risk scores.
• Manage Executive-Level Engagements and Escalations: Interact with senior leadership internally and externally to drive strategic initiatives, advocate for customer needs, and resolve escalations effectively.
• Enhance the Sales-to-Customer Success Handoff: Work closely with the sales team to ensure a seamless transition from sales to customer success, optimizing the customer onboarding experience and long-term engagement.

Qualifications

• Bachelor’s degree or equivalent experience.
• 7+ years in a customer success, customer support, or account management role, with at least 3 to 5 years of leadership experience.
• Proven track record of managing enterprise corporate or government clients in a high-touch, customer success-driven environment.
• Strong leadership, coaching, and team development skills.
• Experience implementing customer success strategies, including onboarding, engagement, and retention frameworks.
• Expertise in customer support ticketing systems, analytics, and reporting.
• Excellent organizational, project management, and time management skills.
• Superior verbal and written communication skills, with the ability to engage effectively with executive stakeholders.
• Strong analytical mindset with the ability to interpret customer data and drive actionable insights.
• Ability to thrive in a fast-paced environment, balancing multiple priorities and meeting deadlines.

Working conditions

This role is a full-time salaried position. Must be able to work Eastern Time zone.

Direct reports

This position will have up to 8 direct reports. 

EEO

OffSec provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.