Senior Director / VP, Customer Success

Stealth; San Francisco (CA); On-site; USD 190,000 - 260,000; Full time

Job summary

Stealth is seeking a Senior Director or VP of Customer Success to own the post-sale experience across North America. You will lead the NAM CS organization, drive onboarding and time-to-value, and own net revenue retention as the primary metric.

In this builder role, you will partner with Sales on expansion, set renewal strategy, and scale the team and operating rhythm. You will engage with CISOs, Heads of Mobile, and VP-level stakeholders to ensure referenceability and long-term partnerships.

Qualifications

• 10+ years in Customer Success, Account Management, or post-sale leadership at a B2B enterprise SaaS company.
• 5+ years leading and scaling teams, including hiring and building operating processes.
• Demonstrated ownership of a retention or NRR number with measurable results.
• Experience selling and supporting technical products to security/engineering/DevOps buyers.
• Track record of executive-level relationship management at enterprise accounts.
• Comfort with technical conversations (CI/CD, mobile release processes, security concepts).
• Data-driven operating style with leading indicators.

Responsibilities

• Own NAM net revenue retention, gross retention, and churn; forecast risk a quarter out.
• Drive expansion in partnership with Sales across new defenses, apps, and business units.
• Own renewal motions end-to-end: timeline, pricing posture with Sales, executive sponsorship on at-risk accounts.
• Lead, coach, and grow the NAM CS team; define career paths and raise technical fluency.
• Build operating cadence: account planning, health reviews, executive business reviews, escalation process.
• Set segmentation and coverage model for high-touch vs scaled/digital motions.
• Own onboarding and time-to-value; drive adoption and depth of usage across the platform.
• Be executive relationship owner for strategic NAM accounts; trusted by CISOs and VPs of Engineering.
• Build reference/advocacy engine with case studies, G2 reviews, and peer references.
• Partner with Product/Engineering on prioritization and metrics; ensure health visibility.
• Collaborate with Sales on handoffs, account strategy, and joint planning.
• Instrument the function with metrics, tooling, and reporting.

Skills

NRR ownership

Executive relationships

Data-driven operations

Cross-functional collaboration

Technical literacy

Retention/renewal leadership

Sales collaboration

Job description

We are hiring for a Senior Director or Vice President of Customer Success to own the post-sale customer experience and revenue retention across North America. This is a builder's role with a clear mandate: turn a growing base of enterprise mobile brands into referenceable, expanding, long-term partners.

You will lead the NAM Customer Success organization and the onboarding and adoption motion — and own net revenue retention as your primary number.

What you will own

Retention and growth

• Own NAM net revenue retention, gross retention, and churn. Build the forecasting rigor to see risk a quarter out, not a week out.
• Drive expansion in partnership with Sales. Identify and develop upsell and cross-sell motions across new defenses, new apps, and new business units inside existing accounts.
• Own the renewal motion end to end — timeline, pricing posture in partnership with Sales, and executive sponsorship on at-risk accounts.

Team and organization

• Lead, coach, and grow the NAM CS team. Hire against a clear bar, define career paths, and raise the technical fluency of the group.
• Build the operating cadence: account planning, health reviews, executive business reviews, and a disciplined escalation process.
• Set the segmentation and coverage model — where high-touch is justified, where scaled or digital-led motions serve customers better.

Customer outcomes

• Own onboarding and time-to-value. Get customers from contract to protections live in their pipeline fast, and make the first win measurable.
• Drive adoption and depth of usage across the platform, including expansion into newer capabilities such as DefenseOS and Remote Management.
• Be the executive relationship owner for strategic NAM accounts — trusted by CISOs, Heads of Mobile, and VPs of Engineering alike.
• Build the reference and advocacy engine: case studies, G2 reviews, customer speakers, and peer references that Sales can deploy.

Cross-functional leadership

• Serve as the voice of the customer to Product and Engineering, with a defensible, data-backed process for prioritizing customer needs.
• Partner tightly with Sales on handoff quality, account strategy, and joint account planning.
• Instrument the function. Define the metrics, tooling, and reporting that give leadership a reliable view of the health of the NAM base.

Required

• 10+ years in Customer Success, Account Management, or post-sale leadership at a B2B enterprise SaaS company
• 5+ years leading and scaling teams, including hiring, managing managers, and building operating process from scratch
• Demonstrated ownership of a retention or NRR number — with specific results you can speak to
• Experience selling and supporting technical products bought by security, engineering, or DevOps buyers
• Track record of executive-level relationship management at enterprise accounts
• Comfort with a technical conversation: you can hold your own on CI/CD, mobile release processes, and security concepts without a solutions engineer in the room
• Data-driven operating style — you instrument the function and manage to leading indicators, not lagging ones