Chief Executive Officer

Location: United Kingdom

Posted on: Mar 01, 2022

Profile

MEMBERS ONLY is a global cybersecurity leader that adds intelligence to every IT and security stack. We are reinventing the way security teams use analytics and automation to solve threat detection, investigation, and response (TDIR), from common security threats to the most critical that are difficult to identify. The MEMBERS ONLY Security Management Platform is a comprehensive cloud–delivered solution that leverages machine learning and automation using a prescriptive, outcomes–based approach to TDIR. It is designed and built to help security teams detect external threats, compromised users, and malicious adversaries, minimize false positives, and make security success the norm. For more information, visit MEMBERS ONLY. Customer Success is a priority. We will not be successful unless our customers are receiving massive value from our product.

As our VP, Customer Success for EMEA and APAC, you will own the post-sales customer experience for our EMEA and APAC customers. You will lead a team of Customer Success Managers, Professional Services consultants, and Technical Account Managers in the region. This VP will report into the Chief Operating Officer and be a part of the CS leadership team responsible for aligning the hand–offs between the pre–sales and post–sales teams, drive the right culture and partnership with the sales team in the region, and ensure we have consistent global execution (e.g., onboarding, services delivery, adoption, advocacy, retention, support) to achieve desired outcomes (e.g., renewals, upsell, customer reference–ability).

Responsibilities

1. Own forecasting and increase renewal rates in the region.
2. Drive customer success outcomes by increasing product adoption, customer satisfaction, and overall health scores.
3. Represent the voice of the customer in regional leadership meetings and lead longer-term planning for the region.
4. Own the overall success of the customer base in the region, including managing the regional Customer Success team, ensuring success in the largest customers in the region, and partnering with cross–functional regional leadership to ensure regional success from a renewals and expansion standpoint.
5. Ensure consistent global execution through leveraging best practices, methodologies, and tools.
6. Optimize the MEMBERS ONLY Customer Journey process to the needs and constraints of the region.
7. Standardize the intervention points, and identify opportunities for continuous improvement.
8. Define operational metrics and cadence for review for the Customer Success team.
9. Recruit experienced leaders and individual contributors for each function, streamline rapid onboarding, and foster collaboration and continuous learning.
10. Inspire company–wide culture of Customer Success by collaboration with Marketing for marketing to existing clients, Product for driving product roadmap, Sales for cross/up–sell and focus on selling with a retention focus, and Finance for forecasting.

Required Experience/Skills

1. 5 years experience in leading customer success organizations.
2. Ability to manage influence through persuasion, negotiation, and consensus building.
3. Ideally combined background of post–sale and sales experience.
4. Strong empathy for customers AND passion for revenue and growth.
5. Deep understanding of value drivers in recurring revenue business models.
6. Analytical and process–oriented mindset.
7. Demonstrated desire for continuous learning and improvement.
8. Enthusiastic and creative leader with the ability to inspire others.
9. Excellent communication and presentation skills.
10. Relevant Bachelor's degree; preference for computer science or related degrees.

MEMBERS ONLY is privately funded by Blue Owl Capital, Lightspeed Venture Partners, Cisco Investments, Norwest Venture Partners, Acrew Capital, Icon Ventures, and investor Shlomo Kramer. For more information visit or follow us on LinkedIn and Twitter.