Director, Customer Success

About the role

As the Director of Customer Success, you will lead and scale the Customer Success team to drive retention, account expansion, and long-term customer value across our security portfolio. In this role, you will guide a team of Customer Success Managers (CSMs) partnering directly with customer security teams to ensure successful deployment, continuous adoption, and measurable security outcomes.

You'll collaborate internally, influence product decisions, and represent Swimlane at events. We also value your curiosity about our customers and their evolving needs, as it plays a vital role in delivering the maximum value from our products.

What you'll do

• Oversee and coach a high-performing Customer Success team, fostering a culture of accountability, continuous learning, and customer advocacy.
• Monitor and establish insight into key team KPIs — including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), CSAT/NPS- and report progress against goals to executive leadership.
• Lead critical account mitigation plans for high-risk accounts, reducing at-risk ARR and improving time-to-resolution.
• Build trusted relationships with industry security leaders.
• Ensure customers achieve fast, measurable ROI, including reduced time-to-first-value and measurable improvement in customer security outcomes (e.g., faster mean-time-to-respond, automation adoption).
• Partner closely with Sales to seamlessly manage the sales-to-delivery transition and drive CS-sourced and CS-influenced expansion pipeline and revenue.
• Collaborate with Product and Engineering to synthesize customer insights, influence product roadmaps, and support rollout strategies.
• Oversee and ensure the accuracy and execution of customer success plans CS platforms. 
• Improve CS processes through automation and AI-enabled workflows
• Build and scale the CS team’s coverage model, balancing account load (ARR/Account Total per CSM) against portfolio growth.

How We’ll Measure Success

• Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) across your customer portfolio.
• CS-sourced and CS-influenced expansion pipeline and revenue.
• Escalation resolution time and reduction in at-risk ARR.

Qualifications

• 8+ years of progressive experience in Customer Success, Account Management, or Professional Services within enterprise B2B SaaS.
• 3+ years in a direct people management/leadership role managing CS teams.
• Proven experience in Cybersecurity, SecOps, Enterprise AI, or related field.
• Demonstrated success holding NRR/GRR quota accountability for customer portfolios.
• Proficiency with CRM platforms (Salesforce preferred) and Customer Success tools (e.g., ChurnZero, Gainsight, Totango, Planhat).
• Strong expertise in analyzing dashboards and customer health metrics.
• Strong analytical, communication, and executive-facing skills.
• Ability to thrive in a fast-paced SaaS environment.
• Strong understanding of how AI is shaping enterprise automation and customer workflows.
• Demonstrated ability to engage and influence senior security stakeholders and communicate complex technical value propositions clearly.

The Perks of being a Swimlaner:

• Competitive Benefits & Compensation
• Stock Options
• Training & Professional Development Opportunities
• MacBook Pro
• Great Company Culture
• We value collaboration and innovation
• Give-back Volunteering Opportunities

Here at Swimlane, our core focus is to Automate the World of Security, and we strive to represent our five core values in everything we do:

• Punch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
• Be a happy innovator - The hard problems are the fun problems to solve; we’re excited to take on difficult challenges and find creative solutions.
• Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
• Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.
• Have honesty and integrity in ‘all the things’ - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.

What’s the best thing about working at Swimlane? If you ask the team, they'll tell you it's the people. Swimlaners are innovative, collaborative, and driven by the purpose of revolutionizing the way security teams automate and respond to alerts. Headquartered in beautiful Denver, Colorado, Swimlane's staff spans 28 states and 23 countries!

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Swimlane, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway! You may just be the right candidate for this or other roles!

The estimated On-Target Earnings (OTE) for this role range from $210,000 to $240,000 USD, comprising a base salary and variable performance compensation tied to NRR/GRR attainment.

To complete your application, please submit your resume to https://ats.rippling.com/swimlane