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Director, Customer Success

2 weeks ago

Pleasant Grove, Utah, United States Whistic Full time
About Whistic

Whistic is revolutionizing third-party risk management (TPRM) by eliminating slow, manual processes with industry-leading AI. Our platform empowers businesses to modernize their security workflows with automated assessments, on-demand vendor insights, and continuous risk monitoring-delivering results in a fraction of the time. At Whistic, we're building the future of trust in cybersecurity, fostering a culture of innovation, collaboration, and impact. Join us and help shape the next generation of TPRM

About the Role

It's an exciting time at Whistic, and we're looking for a Director, Customer Success to build and scale a high-impact program focused on driving gross and net renewal rates, customer satisfaction, and engagement. This role is critical to ensuring our customers maximize the value of Whistic's platform while strengthening long-term relationships that drive retention and expansion. The ideal candidate has experience leading B2B enterprise Customer Success teams in the cybersecurity or SaaS space, a data-driven mindset, and a passion for customer advocacy.

Whistic is a values-driven organization that cares not only about what we accomplish, but also how we accomplish our goals. Whistic's core values are: Growth Mindset, Extreme Ownership, Customer Focused, and Driven by Results. These values guide everything we do, and we are looking for a Director, Customer Success to join us who feels energized by these values. If they resonate with you, we'd love to hear from you.

What You'll Do
  • Manage, mentor, and lead a high-performing CS team
  • Develop and execute a CS strategy focused on increasing renewal rates (GRR & NRR), reducing churn, and improving overall customer engagement.
  • Establish KPIs for customer retention, satisfaction (CSAT/NPS), and expansion, ensuring data-driven decision-making.
  • Create and refine customer lifecycle processes, including onboarding, adoption, value realization, renewal, and expansion.
  • Implement customer segmentation strategies to personalize engagement and ensure high-touch support for strategic accounts.
  • Continue implementation of customer health scoring models to proactively identify churn risks and expansion opportunities.
  • Drive structured engagement model, including QBRs, executive check-ins, and customer education programs to drive long-term success.
  • Lead initiatives to increase platform adoption by aligning customer needs with Whistic's product roadmap and best practices.
  • Collaborate with Marketing and Product teams to drive customer advocacy, referrals, and case studies showcasing success stories.
  • Partner with Sales, Product, and Engineering teams to ensure a seamless customer experience and drive feature adoption.
  • Act as a customer advocate within Whistic, leveraging feedback to influence product enhancements and innovation.
What You'll Need
  • 7+ years of experience in CS or Account Management, with previous Director-level experience.
  • Proven success leading and driving performance within a CS team in a SaaS or technology environment.
  • Strong ability to build and execute strategies, drive accountability, and ensure follow-through across the team.
  • Excellent communication, presentation, and relationship-building skills, with the ability to influence both internal and external stakeholders.
  • Strategic thinker with a hands-on approach to problem-solving and process improvement.
  • Deep customer-centric mindset with a focus on delivering results and value.
  • Proficiency with CS tools and data-driven performance management.
  • Experience in cybersecurity or third party risk management is a plus.
Benefits
  • Stock options
  • Medical, dental, and vision insurance
  • Company paid life insurance
  • Internet and wellness stipend
  • Mental health benefit
  • Paid parental leave
  • 18 Paid Holidays
  • 15 Days PTO (All available your 1st day) + 2 additional days each year of employment
  • 3 Whistic DNA Days- Company-paid "Family Day", "Self Day", & "Community Day"
  • Whistic Fridays- Work ends at 3:00 PM every Friday
  • A world-class culture and employee experience
Whistic's Commitment

Whistic is a place where you can be you.

It's impossible to separate what you do from who you are, and we don't want you to. In fact, we want just the opposite. When Whisticians share the richness of their experiences, personal connections are deepened, new levels of collaboration are unleashed, and our product innovation accelerates. We become unstoppable.

Whistic is committed to diversity, equity, inclusion, and belonging across three key dimensions:
  • Workforce Representation: Hiring and retaining a diverse team
  • Fairness: Equitable rewards, recognition, and opportunities based on merit
  • Inclusive Culture: Fostering an inclusive culture where differences are celebrated