Vice President, Customer Success

Location: United States - Remote

Who Are We?

About Airlock Digital
Airlock Digital is a global leader in application control and allowlisting. We seek to empower every organization to run only what they trust and operate free from malware and ransomware.

With rapid growth across Australia, North America, and EMEA. We are committed to our core values, respect, determination, and integrity. We support a diverse and expanding global customer base. At Airlock, we pride ourselves on being a team of humble, collaborative, and driven professionals who support one another and share a passion for cybersecurity.

What We Are Looking For
The Vice President, Customer Success will build, lead, and scale Airlock Digital's global Customer Success organization — spanning onboarding, adoption, renewals, and expansion — to deliver exceptional outcomes for customers while driving sustainable revenue growth.

This is a transformational leadership role that will define the global CS strategy, elevate the customer experience across every touchpoint, and align closely with Sales, Product, and

You'll serve as the executive voice of the customer, guiding the business toward operational excellence, predictable retention, and measurable impact across every region.

Key Responsibilities

• Define, execute, and scale the global Customer Success strategy aligned with Airlock Digital's revenue and growth objectives.
• Build a customer-first operating model focused on measurable outcomes, adoption, and long-term retention.
• Partner cross-functionally with Sales, Product, Marketing, and Technical Success Engineering to ensure seamless alignment across the customer lifecycle.
• Serve as a strategic advisor to the executive team, representing Customer Success at leadership meetings and board-level reviews.
• Own Net Revenue Retention (NRR) and renewal performance globally, driving predictability and growth through data-driven insights.
• Build scalable playbooks and engagement frameworks to reduce churn and expand adoption within existing customers.
• Serve as executive sponsor for key enterprise accounts, ensuring strategic alignment, value realization, and customer advocacy.
• Develop and operationalize global customer health, success, and risk models, leveraging data and automation to guide proactive engagement.
• Establish consistent onboarding, renewal, and expansion methodologies across all regions (Americas and Australia).
• Introduce scalable systems, analytics, and reporting frameworks to measure success and identify opportunities for continuous improvement.
• Drive innovation in engagement models, blending high-touch, digital, and scaled programs to deliver personalized, consistent experiences globally.
• Build and lead a high-performing global team of Customer Success Managers.
• Develop clear career paths and enablement programs to attract, grow, and retain top talent.
• Foster a culture of accountability, collaboration, and inclusivity, where customer impact and operational excellence are at the core.
• Champion the Voice of the Customer (VoC) across Airlock Digital— driving structured feedback loops into Product and Technical Success Engineering teams to inform roadmap priorities.
• Create scalable programs for customer advocacy, advisory boards, and reference communities, elevating Airlock Digital's presence in the market.
• Evangelize customer success stories internally and externally to highlight measurable value and security outcomes.

Required Skills & Qualifications

• 10+ years of experience in Customer Success, Account Management, or post-sales leadership within a B2B SaaS or cybersecurity environment.
• 5+ years in a senior leadership role overseeing regional or global teams across North America, APAC, and/or EMEA.
• Proven track record of driving renewals, expansion, and NRR growth in complex enterprise accounts.
• Strong understanding of SaaS metrics, data-driven forecasting, and health scoring models.
• Deep operational experience building and scaling systems, processes, and teams in high-growth environments.
• Executive presence and credibility with C-level stakeholders; skilled in leading customer conversations around business transformation and risk reduction.
• Strategic, hands-on, and collaborative — comfortable rolling up your sleeves while influencing at the highest levels.
• Passionate about people development, inclusion, and building an authentic culture rooted in Airlock Digital's values

What We Offer
We don't think money is everything, but we know it is an important part of your decision to apply for a role. This position has a salary range of USD $250,000.00 to $300, Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws.

At Airlock Digital we offer a wide range of benefits to our eligible team members. Our benefit programs vary by location and can include Medical, dental, and vision insurance – 401K Plan with 4% Company Match – Life and Disability Programs – Paid Parental Leave - Paid time off and Paid Holidays – Volunteer and Birthday Time off – Home Office Allowance

Our Commitment
We believe in supporting our team members both personally and professionally. Named one of the USA's Greatest Places to Work in 2024 and 2025, we value flexibility, trust, and a work environment that empowers our team to do their best work.

We will be assessing applications as they come in, so we encourage you to send your resume through to us as soon as possible. All official job offers from our company are extended directly by our recruitment team and will be sent through an official BambooHR document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details or social security numbers. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a background check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience. No contact from recruitment agencies, thank you