Chief Customer Success Officer Full Time NEW

Company Overview
iboss is a leading AI-powered Zero Trust SASE (Secure Access Service Edge) platform trusted by more than 4,000 enterprises worldwide, including a significant number of Fortune 50 companies and U.S. government agencies. iboss enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB, and data loss prevention to all connections via the cloud, instantaneously and at scale. This eliminates the need for traditional network security appliances such as VPNs, firewalls, and web gateway proxies, which are ineffective at protecting a cloud-first and mobile world.
Leveraging a purpose-built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day. To learn more, visit www.iboss.com.
 
The Role
iboss is seeking an experienced and strategic Chief Customer Success Engineer to lead and scale our global Customer Success organization. In this highly visible executive role, you will be responsible for driving customer retention, satisfaction, and growth across our enterprise customer base — ensuring every customer realizes the full value of the iboss platform. You will serve as a key executive partner to our largest and most strategic enterprise customers, working cross-functionally with Sales, Product, Engineering, and Support to deliver exceptional customer experience at every stage of the lifecycle.
This is a unique opportunity to shape the future of Customer Success at one of the most innovative cybersecurity companies in the world.
 
Key Responsibilities

Leadership & Team Development

• Lead, mentor, and scale a high-performing team of Customer Success Managers (CSMs) focused on enterprise accounts
• Define and execute the Customer Success strategy, organizational structure, and operating model to support iboss rapid growth
• Foster a culture of accountability, customer obsession, and continuous improvement within the CS organization
• Recruit, develop, and retain top talent to build a world-class enterprise-focused team

Customer Retention & Growth

• Own key performance metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer satisfaction (CSAT/NPS), and renewal rates across the enterprise segment
• Develop and execute proactive strategies to drive product adoption, reduce churn, and identify expansion opportunities within the existing enterprise customer base
• Serve as an executive sponsor for strategic and high-value enterprise accounts, building trusted relationships with C-suite stakeholders
• Partner with Sales leadership to support upsell, cross-sell, and renewal motions within enterprise accounts

Customer Experience & Lifecycle Management

• Design and optimize the end-to-end enterprise customer journey, from onboarding through renewal and expansion
• Implement scalable programs and playbooks to ensure consistent, high-quality engagement across all enterprise segments
• Drive executive business reviews (EBRs) and strategic account planning with key enterprise customers
• Champion the voice of the customer internally, ensuring enterprise customer feedback directly influences product roadmap and company priorities

Cross-Functional Collaboration

• Partner closely with Product and Engineering to advocate for enterprise customer needs and drive resolution of critical issues
• Collaborate with Marketing to develop customer advocacy programs, case studies, and reference programs
• Work alongside Sales to ensure seamless handoffs and alignment throughout the enterprise customer lifecycle
• Partner with Support and Professional Services to ensure a cohesive post-sale experience

Reporting & Strategy

• Develop and present executive-level reporting on Customer Success metrics, trends, and risks to senior leadership
• Build and manage the CS department budget and headcount planning
• Leverage data and analytics to identify at-risk enterprise accounts and drive timely interventions 

Required Qualifications

• 10+ years of experience in Customer Success, Account Management, or related post-sale roles, with at least 4 years in a senior leadership capacity
• Proven track record of leading and scaling Customer Success teams focused on enterprise accounts at a B2B SaaS company
• Demonstrated success managing Fortune 500 and large enterprise customer relationships at the C-suite level
• Demonstrated success owning and improving key metrics such as NRR, GRR, churn, and customer satisfaction within an enterprise segment
• Strong understanding of the SaaS business model and enterprise customer lifecycle management
• Exceptional communication, presentation, and executive stakeholder management skills
• Experience in cybersecurity, network security, or cloud security industries
• Familiarity with Zero Trust, SASE, CASB, or Secure Web Gateway concepts
• Bachelor’s degree in Computer Science , Computer Engineering, Information Technology or Electrical Engineering 

What We Offer

• Competitive base salary + performance-based bonus
• Comprehensive health, dental, and vision benefits
• 401(k) with company match
• Unlimited PTO and paid holidays
• The opportunity to make a meaningful impact at a fast-growing, globally recognized cybersecurity leader

iboss is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by applicable law.