Director of Customer Success
Full-Time, Remote, $120k – $170k
Kolide’s Mission (a poem)
We help organizations practice Honest Security
Building software that secures and manages digital assets
While demonstrating empathy, respect, and care for what is most important – people
Empowering them to do the best work of their lives.
Background
Kolide is a VC-backed remote-first startup building device management and security software for fast-growing companies that value Honest Security. With over 250 customers and a novel approach to solving security and compliance concerns, Kolide is poised to grow quickly over the next few years. To prepare, we are looking to responsibly develop our organization to help us meet our lofty goals while increasing our organization’s diverse set of skills and perspectives.
About the Job
While Kolide has never had a dedicated Customer Success role, Kolide is no stranger to providing customers with exceptional service and support. We know it’s a key reason our customers choose us over the array of competitors in the security industry.
But as the pace of Kolide’s growth accelerates, and our existing team’s interactions get spread over more and more accounts, it’s critical we find and empower an expert who can help us preserve, formalize, and scale our customer success oriented culture.
Customer Success can be a loaded term. At Kolide, we see it primarily responsible for anticipating and preventing churn, growing the top line on our existing accounts, and building genuine relationships with our users that will last beyond their tenure at their current employer. On the project side, we expect the Customer Success Director to help us with the following immediately:
- Partner with Operations, Sales, and Marketing to build and own the quantifiable understanding of customer satisfaction, engagement, growth, and churn.
- Create a way to swiftly identify disengaged customers and partner with Sales and Product on intervention strategies.
- Work with Product and Sales to build a formal customer onboarding process that increases the pace customers can roll out the solution to their employees.
- Build a dedicated service and support function (including hiring our first reps) to triage and prioritize incoming customer requests against limited product and engineering resources.
- Collaborate with product and engineering to identify and prioritize gaps in self-service support materials to reduce preventable customer support interactions.
While you will be building up a new department within Kolide, you won’t be on your own. As a company obsessed with the customer experience, you will find that every functional leader will be lending their skills and talents to ensure your success.
About You
You’re driven. You’re organized. You’re experienced. You’ve helped build what we need before. You want to do it again, even better, from the ground up. Most importantly, you absolutely want to do it for us.
Kolide prides itself on behaving differently than most security organizations:
- We do not rely on spreading Fear, Uncertainty, or Doubt (FUD) to sell our solution
- We are educators that embrace using language to make challenging security concepts accessible to all walks of life
- We attempt to solve our customer’s most pressing security issues, which are not necessarily the ones making headlines
- We value customer fit and engagement over revenue and impressive logos
We expect that you agree and can embody these values in your interactions with customers and prospects and within the organization.
Kolide employs incredibly talented and multi-disciplinary individuals. Accordingly, this role requires you to be scrappy, creative, decisive but, most importantly, fiercely collaborative with the rest of the team to effect change beyond academic musings.
With that said, we are not looking for a superhuman who thinks sheer quantity equates to quality work. Excess doesn’t impress us – creativity and efficiency do. We are in this for the long haul, and finding a sustainable rhythm is the key to not burning out.
This role demands a quick learner, eager to dive beyond the normal boundaries of their role and see how the sausage is made. This is necessary to be a credible voice when interacting with customers and with Engineering/Product as the customer’s number one advocate.
Finally, this role demands someone who finds freedom and opportunity in a disciplined and focused Product team that can stand strong with customers and recognize when it makes sense for our product to evolve to accommodate a customer and, more importantly, when it doesn’t.
Benefits - A Summary
- Open, unlimited vacation policy (plus 10 paid company holidays)
- Flexible working hours
- Fully remote culture (with $2k stipend)
- Medical, Dental, and Vision coverage (100% of monthly premiums covered, plus $500 towards deductibles)
- 12-weeks parental leave
- Health and Wellness reimbursement
- Conference and Education reimbursement
- 401k Retirement Plan
How To Apply
**Use the link provided so we know you're coming from Elpha!**
Check out other rolls here.
Please submit your resume and a brief cover letter when applying. The best applications include specific examples of things you’ve done in the past that translate well to the type of work you’ll do at Kolide. Be descriptive, but don’t send us more than 500 words.
If your application is well received, we’ll invite you to the interview stage. Expect 2-3 one-hour interviews with your future colleagues and a final interview with the CEO.
The entire process may take up to three weeks, depending on team availability. We appreciate you considering Kolide and are excited to read your application. If you have questions or concerns, please reach out to [email protected]
