Head of Enterprise Customer Success - Remote

Swooped; United States; Remote; USD 102,000 - 169,000; Full time

Job summary

Swooped is seeking a seasoned leader to direct the Americas Customer Success team, driving scalable engagement and maximum customer value. The role oversees deployment, adoption, renewal, and satisfaction across a high-volume customer base.

You will recruit and mentor the CS team, build value-based plans, and partner with sales, operations, marketing, support, and product management to ensure seamless handoffs and sustained growth.

Qualifications

• Cybersecurity experience is required.
• 5+ years of experience managing a team.
• 7+ years in a customer-facing role at a B2B tech company (CSM/AM).
• Proven track record partnering with sales, support, product, and engineering to drive outcomes.
• Ability to lead across enterprise customers and travel up to 25%.

Responsibilities

• Recruit and lead an Americas Customer Success team to improve customer value.
• Establish value-based plans and KPIs for the CS team.
• Create a scalable engagement model for high-volume customers.
• Develop the customer success playbook and map customer journeys.
• Optimize CS operational platforms to enhance workflows.

Skills

Cybersecurity experience

Team management

Customer success leadership

Cross-functional collaboration

Data-driven decision making

Job description

Swooped is seeking a seasoned leader to direct the Americas Customer Success team, driving scalable engagement and maximum customer value. The role oversees deployment, adoption, renewal, and satisfaction across a high-volume customer base.

You will recruit and mentor the CS team, build value-based plans, and partner with sales, operations, marketing, support, and product management to ensure seamless handoffs and sustained growth.