Director, Customer Success - AI-Driven SecOps Leader

Swimlane, Inc.

Denver (CO)

On-site

USD 210,000 - 240,000

Full time

14 days+

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Benefits offered by this job

Benefits & Compensation

Stock Options

Training & Development

MacBook Pro

Company Culture

Collaboration & Innovation

Job summary

Swimlane, Inc. is seeking a Director of Customer Success to lead and scale the CS team across our security portfolio. You will guide CS Managers, partner with customer security teams, and ensure successful deployment, adoption, and measurable outcomes.

Join a fast-paced, AI-enabled SaaS company; collaborate with Product, Engineering, and Sales to maximize customer value, revenue retention, and expansion while shaping the future of agentic AI-powered security operations.

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 and understand AI in enterprise automation.

Responsibilities

Oversee and coach a high-performing Customer Success team, fostering accountability, learning, and customer advocacy.
Monitor and establish insight into key team KPIs — including NRR, GRR, CSAT/NPS, and report progress to executives.
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 faster mean-time-to-value and improved security outcomes.
Partner with Sales to manage the sales-to-delivery transition and drive CS-sourced and CS-influenced expansion.
Collaborate with Product and Engineering to synthesize customer insights and influence roadmaps.
Oversee 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.