Director of Customer Success

ThreatConnect

full-time

Posted on: 9/17/2025

Origin: • 🇺🇸 United States • Virginia

✨ AI Apply

Lead

Cyber Security

About the role

Drive the adoption and integration of the Risk Quantification (RQ) platform across the enterprise customer base
Lead a team focused on delivering measurable value and embedding cyber risk quantification into ERM, board reporting, and decision-making workflows
Serve as a trusted advisor and partner with Customer Success and Sales to drive product adoption, retention, and expansion
Develop best practices to scale delivery and establish consulting methodologies
Oversee customer support initiatives, ensuring customer issues and queries are addressed promptly and effectively
Contribute to and expand a comprehensive knowledge base to empower self-service and proactive issue resolution
Build a scalable consulting and support practice to ensure high retention and expansion
Work closely with Product and Engineering to relay customer feedback and inform roadmap priorities
Support pre-sales efforts through scoping calls, solution design, and value articulation
Establish consulting and customer support KPIs and continuously improve delivery metrics and customer satisfaction

8+ years of experience in consulting, cyber risk, or enterprise risk management; Big 4 consulting experience strongly preferred
Demonstrated experience leading strategic customer engagements and delivering measurable business outcomes
Deep understanding of risk quantification concepts (e.g., FAIR, loss exceedance, likelihood modeling) and their role in cyber and enterprise risk management
Proven ability to lead and scale consulting or professional services teams
Strong executive presence and ability to build relationships with senior stakeholders (CISO, CRO, CIO, board-level reporting lines)
Excellent communication, presentation, and facilitation skills
Strategic thinker with operational rigor; comfortable working in both hands-on and leadership capacities
Experience working in or with SaaS companies, especially with analytics, cybersecurity, or GRC tools
Proven experience in a customer support or technical support role, preferably within a SaaS company (desired)
Familiarity with risk frameworks such as NIST CSF, ISO 27005, COSO, or Basel (desired)
Experience delivering or operationalizing FAIR or related quantitative models (desired)
Background in cyber insurance, finance, or actuarial science (desired)
Exposure to the SaaS implementation lifecycle and customer success metrics (desired)