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Head of Customer Success



Customer Service, Sales & Business Development
New York, NY, USA
Posted on Wednesday, June 5, 2024

Working at Thoropass

Thoropass makes it as easy to do the right thing as it is to check a box. Our team members believe that partnership lightens the load. Not everyone can be an expert at everything – lending each other support in areas of weakness strengthens everyone’s offering. We collaborate openly and enthusiastically; without ego.

What We Do

At Thoropass, we’re compliance experts, so you don’t have to be. Pairing easy software that’s always getting smarter with expert guidance and continuous monitoring, we integrate into your process to prepare you to pass any audit, every year, with flying colors. Hundreds of growing companies use Thoropass’s compliance automation platform, expert services, auditors, and partner ecosystem to get and stay compliant over the lifetime of their business.

We are a rapidly expanding team based in New York. We were founded in May 2019 and raised our Series C funding in November 2022. Our top investors include J.P. Morgan, PayPal Ventures, Fin Capital, Centana, and Bain Capital. We're growing customers and revenue dramatically, and we’re poised for continued break-out growth in 2023 and beyond.

About the Role

As the Sr Director of Customer Success, reporting to the CRO, you will lead a team of front-line leaders and individual contributors, focusing on inspiring and guiding them to meet and exceed customer retention, expansion, and satisfaction goals. You will provide personalized mentoring to each Customer Success Manager (CSM), helping them navigate challenges and celebrate successes. Your role encompasses overseeing the entire customer lifecycle, from initial onboarding and product adoption to account expansion and renewal. You'll refine strategies to maximize customer value, streamline onboarding processes, and create engaging training programs for a seamless customer experience.

In collaboration with your team, you'll identify upselling and cross-selling opportunities, driving revenue growth alongside the sales team. You will develop and execute strategic plans for the Customer Success department, ensuring alignment with the company's overall vision. Regular meetings with executive and management peers will help align goals and share insights. You'll create and maintain playbooks and best practices, leveraging tools and data to enhance customer interactions and make data-driven decisions. Building strong customer relationships is paramount, identifying opportunities for customers to become advocates, references, or case studies, showcasing the value of Thoropass. Your day blends strategic planning, hands-on support, and continuous improvement to foster a customer-centric culture driving success for both customers and the company.

What You'll Do

  • Create strategy, lead and inspire the entire CSM org (ICs and Managers) to achieve customer retention, expansion, and satisfaction goals
  • Provide guidance, mentoring, and support to ensure the team's success
  • Oversee all stages of the customer lifecycle, from onboarding and adoption to expansion and renewal
  • Champion a customer-facing culture by actively interacting with top accounts to gather in-depth feedback to ensure their needs are met while fostering strong strategic relationships
  • Develop and implement strategies and playbooks to maximize customer value and ensure long-term relationships
  • Create and streamline customer onboarding processes to ensure a smooth and positive customer experience
  • Develop training programs for new customers and collaborate with CSMs to provide ongoing training and support
  • Work closely with the sales team to drive revenue growth and increase customer lifetime value
  • Develop and execute a strategic plan for the Customer Success department
  • Utilize customer data and metrics to drive insights and decision-making, ensuring that customer success initiatives are data-driven and effective
  • Foster strong relationships with customers and identify opportunities for them to become advocates, references, or case studies that showcase Thoropass’s value proposition

Skillsets/ Requirements

  • At least 7+ years leading customer success teams supporting a SaaS product (or comparable)
  • Significant experience leading teams with commercial targets (sales, expansion, renewals)
  • Confidence and skill in liaising with prospects and customers at an executive level
  • Strong drive for results while delivering a great customer experience
  • Excellent communication and presentation skills, change-management acumen, attention to detail, and the ability to navigate ambiguity
  • Proficiency using Salesforce or a similar CRM system
  • Experience working with and leading a team across multiple time zones
  • Strong leadership and team management skills, with the ability to motivate and develop a high-performing team
  • Customer-centric attitude and a passion for ensuring customer satisfaction
  • Strong problem-solving skills and the ability to adapt to a fast-paced, dynamic environment

Bonus Points

  • Startup leadership experience
  • InfoSec industry experience
  • Located in NYC preferred


  • The salary range for this position is $160,000 - $200,000 base plus bonus and equity, which will be commensurate with experience
  • Immediate access to health, vision and dental care
  • Early equity in a fast-growing company
  • Hybrid work-from-home model
  • Unlimited PTO
  • Stipend for home office equipment
  • Monthly wellness and home wifi stipend

Equal Opportunity

Thoropass provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Even if you feel you don’t meet every requirement, consider applying! Thoropass acknowledges the research which shows that women and people of color are less likely to apply for jobs when they don’t meet all of the stated qualifications. However, we’re looking for authentic innovators to blaze new trails and you just may be the right person for this or another role.