Head of Customer Success
Job Summary
Job Description
- Experience managing customer success teams
- Experience managing technical teams
- 10+ years in customer success or sales engineering
- Proven track record of achieving high NDR/GDR
- Ability to collaborate with product, engineering, and sales
- Experience in cybersecurity companies at Semgrep's size
- Experience in fast-paced environments
- Equity and benefits in addition to salary
- Comprehensive health plans
- Generous vacation time
- 401k
- Learning stipends
6 skills required
Job Details
About Semgrep
Semgrep is on a mission to make it expensive to exploit software. As the team behind the most popular SAST, we built the Semgrep AppSec Platform to deliver industry-leading code, dependency, and secrets scanning to enable organizations to ship secure code quickly without slowing down development.
With fast, customizable code analysis across large codebases, Semgrep helps teams catch vulnerabilities early and fix them faster. Leading companies like Snowflake, Plaid, Figma, Lyft, and Dropbox rely on Semgrep to secure their software.
Semgrep is funded by top investors, including Felicis Ventures, Lightspeed Venture Partners, Menlo Ventures, Redpoint Ventures, and Sequoia Capital.
About the role
As the Head of Customer Success, you’ll lead our technical success team in delivering exceptional outcomes for our clients. This role is pivotal in ensuring the seamless integration, adoption, and optimization of our technical solutions, driving customer satisfaction, retention, and growth. The Head of Customer Success will oversee a team of technical specialists, collaborate cross-functionally with product, engineering, sales, and support teams, and serve as a key advocate for customer needs within the organization.
Key Responsbilities:
- Leadership & Team Development: Hire, mentor, and manage a team of Customer Success Managers and deployment specialists, fostering a culture of continuous improvement and excellence.
- Customer Engagement: Establish and maintain relationships with key stakeholders to identify and achieve mutual objectives, values, and business outcomes.
- Strategic Planning: Design and implement technical strategies that align with customer's rollout of Semgrep, ensuring the effective adoption and success of Semgrep's platform.
- Process Optimization: Develop and scale processes, services, and systems to exceed adoption, retention, and growth objectives.
- Cross-Functional Collaboration: Work closely with product development, sales, and marketing teams to ensure customer feedback informs product enhancements and that customers are aware of new features and best practices.
- Performance Metrics: Establish and monitor key performance metrics, such as NDR, GDR, and expansion ARR objectives.
You are ideal for this role if you have:
- Experience recruiting and managing a customer success teams, with an ideal slant toward managing technical teams.
- Have built and managed teams for cyber security companies at Semgrep’s size, and understand/want to do it again.
- 10+ years customer success or sales engineering experience, working in fast paced environments.
- Proven track record of achieving world class NDR and GDR rates.
- Ability to work well with product, engineering, and sales organizations to help customers achieve the business outcomes they are licensed for.
Location expectations: San Francisco area is preferred, but not required. Up to 25% traveling is required
Compensation
Salary Range: $240k-$300k OTE
Our compensation package includes equity and benefits in addition to salary.
Please note that the range listed is for someone based in the San Francisco Bay Area.
What we offer
Our goal is to competitively and fairly compensate every Semgrep employee with a system that equally rewards those who are vocal and those who are less comfortable making demands during the final steps of the hiring process. To that end, we generate internal compensation bands that are used when discussing and negotiating salaries. We update these based on market data to make sure they’re above the average for comparable roles.
We also invest in our employees’ well-being and long term success with comprehensive health plans, generous vacation time, 401k, learning stipends, and more. Our benefits are for everyone, so that you’re taken care of, and we work with individuals to make sure they have what they need, whether that’s quiet work space, adjusted hours, or something else.
Who we are
We have people from France and the Philippines, physics and philosophy, formal methods research and full fledged corporations. We’re new parents and new grads, aspiring authors and aspiring Americans, dog lovers and dogfooders. We get together often to bike, bake, and meet up in parks. In our interactions, we believe respect and honesty go hand in hand, and prioritize both.
Semgrep is an equal-opportunity employer seeking a diverse range of backgrounds. We value who you are — including your cultural heritage, your socioeconomic status, your age, your race, your gender, your sexual orientation, your disabilities. We value what’s vitally important to you — your family, your religion, your politics. We value what you love in this world — your music, your weekend pursuits. We believe in welcoming varied professional backgrounds, educations, and interests. If you’re exceptional in your role, believe in Semgrep’s mission, and treat Semgrep’s values as your own, you belong here.
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