Director of Customer Success

<div class="content-intro"><p><strong>Be part of the team that defends the networks the world depends on</strong></p> <p>Corelight defends the world’s most sensitive networks—from global commerce to national defense—quietly, relentlessly, and with resolve. As cyber threats grow faster and smarter, we serve as the trusted force behind network resilience, putting elite defense within reach.</p> <p>By transforming digital footprints from physical, virtual, and cloud networks into actionable insights, we empower defenders to illuminate blind spots and stay ahead of an evolving threat landscape. Built on open-source innovations and fueled by industry leading agentic AI technology, Corelight helps teams to detect advanced threats and close cases with unprecedented clarity and precision.</p></div><p class="isSelectedEnd"><span style="font-size: 12pt;">Corelight is seeking a skilled and experienced Director of Customer Success to lead our Technical Account Management and Customer Success Management teams. </span><span style="font-size: 12pt;">In this role, you will provide strategic direction for the Customer Success organization, driving retention, adoption, and growth across our enterprise and strategic customer base while ensuring customers realize measurable value from their investment in Corelight.</span></p> <h2><span style="font-size: 12pt;">What You'll Do</span></h2> <ul data-spread="true"> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own gross and net retention targets for the enterprise segment, partnering closely with Sales to drive on-time renewals, reduce churn, and expand existing accounts through a proactive, value-driven engagement model.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Build and implement the playbooks, customer health scoring, and success plans that drive platform adoption and help customers achieve measurable security outcomes throughout the customer lifecycle.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Define the performance metrics and benchmarks used to measure Customer Success, including NRR, GRR, adoption, customer health, and time-to-value, while regularly analyzing performance to drive continuous improvement and operational excellence.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Turn customer usage, engagement, and lifecycle data into actionable insights that strengthen customer strategy, surface risk, and improve business decision-making.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Identify at-risk accounts and the issues affecting customer satisfaction, adoption, and renewal, then lead proactive mitigation and escalation strategies to improve customer outcomes.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner with Sales to identify and drive renewal, upsell, and cross-sell opportunities that contribute directly to sustainable revenue growth.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Establish the people, processes, and data needed to ensure the voice of the customer influences product roadmap decisions, program policies, and customer communications.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Build strong cross-functional partnerships with Sales, Product, Support, and Professional Services to improve handoffs, increase operational efficiency, and deliver an exceptional end-to-end customer experience.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Lead, develop, and motivate the Enterprise Customer Success Management team, fostering a culture of collaboration, excellence, inclusion, accountability, and customer focus.</span></li> </ul> <h2><span style="font-size: 12pt;">What You'll Bring</span></h2> <ul data-spread="true"> <li style="font-size: 12pt;"><span style="font-size: 12pt;">10+ years of relevant Customer Success, Customer Experience, or related domain experience, including at least 5 years in leadership and experience managing managers or multiple customer-facing teams.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">A bachelor's degree or an equivalent combination of education and professional experience.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">A demonstrated track record of owning and delivering against retention, GRR, NRR, and expansion targets.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong understanding of the enterprise sales cycle and how Customer Success, Professional Services, and Renewals work together to deliver customer outcomes.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience with Customer Success platforms such as Gainsight, Catalyst, or similar solutions, including defining and measuring the customer journey.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Deep understanding of Customer Success metrics, including NRR, GRR, churn, adoption, customer health scoring, and forecasting.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Proven ability to identify meaningful patterns within customer interactions and usage data, translating insights into actions that improve customer outcomes.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">The ability to lead, motivate, and develop high-performing customer-facing teams at both the manager and individual contributor level.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong systems thinking with the ability to identify patterns, solve problems, and scale processes across a growing enterprise customer base.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">A service-oriented, outcome-driven mindset with strong commercial acumen and sound business judgment.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience in cybersecurity or enterprise SaaS is a strong advantage.</span></li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span data-sheets-root="1" data-sheets-value="{"1":2,"2":"Notice of Pay Transparency:\nThe compensation for this position ranges from $180,000 - $214,000/year and may vary depending on factors such as your location, skills and experience.  Depending on the nature and seniority of the role, a percentage of compensation may come in the form of a commission-based or discretionary bonus.  Equity and additional benefits will also be awarded."}" data-sheets-userformat="{"2":47361,"3":{"1":0,"3":1},"11":4,"14":{"1":3,"3":1},"15":"Calibri","16":11,"18":1}" data-sheets-formula="=R1C12&TEXT(R[0]C[-4],"#,000")&" - $"&TEXT(R[0]C[-2],"#,000")&R1C13">Notice of Pay Transparency:<br>The compensation for this position may vary depending on factors such as your location, skills and experience. Depending on the nature and seniority of the role, a percentage of compensation may come in the form of a commission-based or discretionary bonus. Equity and additional benefits will also be awarded.</span></p></div><div class="title">Compensation Range</div><div class="pay-range"><span>$186,000</span><span class="divider">—</span><span>$328,000 USD</span></div></div></div><div class="content-conclusion"><p><strong>Why Join Us?</strong> </p> <p>Fueled by investments from top-tier venture capital organizations such as Crowdstrike, Accel and Insight, Corelight is one of the fastest growing network detection and response platforms in the industry.  Our passionate team thrives in a collaborative, inclusive, and geographically distributed culture. We embrace diverse perspectives, neurodiversity, curiosity and low ego results - fostering an environment where every innovator can solve the toughest challenges in cybersecurity and contribute their best work.</p> <p>We are looking forward to meeting you. Check us out at<a href="https://www.corelight.com"> www.corelight.com</a></p></div>