[Hiring] Head of Customer Success @Confiant

Role Description

We're hiring a senior leader to own the entire customer journey from trial onboarding to day-to-day support through complex technical escalations and strategic account health. This is a hands-on, high ownership leadership role at the intersection of cybersecurity and ad technology. You'll build systems that don't yet exist, operate with significant autonomy alongside our founders, and lead a team that blends customer empathy with deep technical investigation.

Responsibilities

• Team Management
  • Build cohesion across Customer Success, Technical Escalation, and Sales Engineering into a single team with shared culture and accountability.
  • Maintain high quality growth conversations and meaningful coaching relationships across a wide direct span.
  • Own hiring, and build structured onboarding for new team members that accounts for the steep learning curve of the ad tech and cybersecurity domain.
• Customer Success
  • Lead and develop the CS function; own retention, NPS, churn risk, and time to resolution metrics.
  • Drive QBR processes and strategic account reviews; step in directly for high stakes accounts.
  • Build proactive outreach systems and own the customer communication playbook for incidents and threat escalations.
• Sales Engineering
  • Own the Sales Engineering function, defining clear operating agreements with Sales on SE resource allocation.
  • Own the end to end client onboarding experience from pre-sales trial through steady state support.
  • Scale onboarding quality ahead of pipeline growth, in close partnership with Engineering and Product.
• Technical Escalations
  • Drive cross-functional investigations from customer report through root cause analysis to resolution.
  • Establish and enforce SLAs for investigation turnaround; surface tooling gaps and partner with Product & Engineering to resolve them.
• Cross-Functional Strategy
  • Partner with the leadership team on a cross-functional strategy.
  • Co-own the customer-to-product feedback loop and participate in product/engineering planning as the voice of the customer.
  • Collaborate on incident response protocols and coordinate customer facing communication during major threat events.
  • Partner with Sales to define and maintain quality handoffs from closed deal to active customer.
  • Advocate persistently across functions to ensure customer needs are prioritized and commitments are kept.

Qualifications

• 10+ years in customer-facing roles in B2B/Enterprise SaaS, with 5+ years managing teams of 5–15 across support, success, or technical operations.
• Comfort operating as a player-coach: strategic enough to build systems, hands-on enough to step into escalations and customer situations directly, and self-aware about where you naturally sit on that spectrum.
• Proven experience setting clear performance expectations, running performance management, and coaching team members across varying skill levels, preferably across a wide direct span while simultaneously owning operational work.
• Track record of building escalation tiers, setting SLAs, and holding teams accountable.
• Experience managing or closely partnering with a pre-sales/solutions engineering function.
• Strong interest in cybersecurity and ad tech domain and significant background in a technically complex product domain where customer issues require deep cross-functional investigation.
• Strong technical fluency: able to read threat reports, understand attack chains, and hold substantive conversations with engineers.
• Proven ability to operate in founder-led environments where processes need to be built from scratch.
• Demonstrated success managing up to senior leaders and C-suite; able to translate strategic intent into structured execution.
• Commercial literacy: comfortable with renewal dynamics, contract language, and client-facing business conversations.
• Strong communication: you own the customer communication playbook and cross-functional strategy documents. Your communication is clear, credible, and calibrated to the audience. You exercise empathy and directness in equal measure.

Nice to Haves

• Deep familiarity with the ad tech ecosystem (SSPs, DSPs, publishers, ad networks); direct experience at or with an SSP, DSP, or ad tech solutions provider strongly preferred.
• Experience in cybersecurity: malware analysis, threat intelligence, incident response, or security operations.
• Experience as the first or second senior CS hire at a company of 30–200 employees.
• Experience inheriting a team in transition and making honest, timely talent decisions.
• Familiarity with customer health scoring models and data-driven proactive intervention.
• Experience building and scaling cross-functional teams into a cohesive structure.

Benefits

• Fully Remote
• Unlimited Paid Time Off
• Sabbatical
• Stock Option Plan
• Exceptional Health Care Plans (Medical, Dental & Vision)
• FSA & Commuter Benefits
• Employee Sponsored Disability & Life Insurance
• 401(k) Plan with Automatic Employer Contribution
• Enhanced and Extended Family Leave
• Learning & Development Budget
• Yearly Office Supply Stipend
• Free Global Co-Working Membership