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Director Customer Success
Conceal
Sales & Business Development, Customer Service
United States
Posted on Apr 7, 2026
Conceal is looking for a Director, Customer Success, to own the full post-sale customer lifecycle — from onboarding through renewal and expansion.
This role is responsible for driving customer outcomes, retention, and growth across ConcealBrowse customers spanning enterprise, MSP, and SLED segments. You will operate as both a strategic leader and hands-on executive, ensuring customers realize value while identifying opportunities to expand Conceal’s footprint.
Responsibilities:
- Own and evolve the Customer Success strategy across onboarding, adoption, retention, and expansion
- Build scalable processes to support ~400 customers across enterprise, MSP, and SLED segments
- Define success metrics, reporting, and operational rigor across the customer lifecycle
- Own gross and net retention across the business
- Oversee and support the full renewal cycle — ensuring proactive engagement, risk mitigation, and strong close rates
- Drive expansion strategy tied to customer outcomes and evolving use cases (SSE, ZTNA, secure browser, VDI replacement)
- Lead and develop the Customer Success function, setting clear expectations and performance standards
- Establish accountability around customer health, engagement, and revenue outcomes
- Define and operationalize customer health scoring (quantitative + qualitative)
- Ensure risks areidentifiedearly, actioned quickly, and resolved with clear ownership
- Create visibility into account health and retention forecasts for leadership
- Ensure strategic account plans are in place across key customers
- Build executive-level relationships and multi-threaded engagement across security, IT, and business stakeholders
- Partner with Sales leadership to align on account strategy and growth opportunities
- Act as the quarterback across Customer Success, Sales, Sales Engineering, and Product
- Ensure alignmentofpriorities, ownership, and execution across teams
- Partner with channel where applicable to support renewals and customer growth
- Bring structured customer insight back into the business
- Influence product roadmap, messaging, and GTM strategy based on customer needs and gaps
- Advocate for customers while balancing company priorities
- Other duties as assigned
Qualifications
- 5–8+ years of Customer Success experience within cybersecurity or a related SaaS environment, with increasing ownership and leadership responsibility
- Proventrack recorddriving retention and renewals across mid-market and enterprise customer segments
- Experience delivering SaaS solutions and managing the full customer lifecycle, including onboarding, adoption, and expansion
- Background in a startup or early-stage company — with experience building and scaling customer success processes, systems, and playbooks
- Data-driven operator with strong fluency in customer success metrics (health scoring, retention, expansion) and supporting systems
- Ability to define, communicate, and execute account strategy with both internal teams and customer stakeholders
- Strong business acumen with the ability to connect customer outcomes to revenue impact
- Disclaimer-
The above statements are neither intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be a listing of all of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job. This job description is not a contract of employment, either express or implied. Employment with Conceal, Inc. will be voluntarily entered into and your employment is considered at will. Conceal, Inc. reserves the right to alter the job description at any time without notice.
Conceal, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or veteran or disabled status.