iboss

Cloud-based security platform replacing VPNs

Vice President of Customer Success

Customer SuccessConfirmed live in the last 24 hours

Full-timeUnited StatesIn-person

About the Job

Requirements

At least 10 years of experience in Customer Success, Account Management, or related post-sale roles, including at least 4 years in a senior leadership capacity.
A proven track record of leading and scaling Customer Success teams focused on enterprise accounts at a B2B SaaS company.
Demonstrated success managing Fortune 500 and large enterprise customer relationships at the C-suite level.
Demonstrated success owning and improving Net Revenue Retention, Gross Revenue Retention, churn, and customer satisfaction within an enterprise segment.
Strong understanding of the SaaS business model and enterprise customer lifecycle management.
Exceptional communication, presentation, and executive stakeholder management skills.
Experience in cybersecurity, network security, or cloud security industries.
Familiarity with Zero Trust, Secure Access Service Edge, Cloud Access Security Broker, or Secure Web Gateway concepts.
A bachelor's degree in Computer Science, Computer Engineering, Information Technology, or Electrical Engineering.

Responsibilities

Lead, mentor, and scale a high-performing team of Customer Success Managers focused on enterprise accounts.
Define and execute the Customer Success strategy, organizational structure, and operating model to support rapid company growth.
Foster a culture of accountability, customer focus, and continuous improvement within the Customer Success organization.
Recruit, develop, and retain talent to build an enterprise-focused team.
Own key performance metrics including Net Revenue Retention, Gross Revenue Retention, customer satisfaction and Net Promoter Score, and renewal rates across the enterprise segment.
Develop and execute proactive strategies to drive product adoption, reduce churn, and identify expansion opportunities within the existing enterprise customer base.
Serve as an executive sponsor for strategic and high-value enterprise accounts, building trusted relationships with C-suite stakeholders.
Partner with Sales leadership to support upsell, cross-sell, and renewal motions within enterprise accounts.
Design and optimize the end-to-end enterprise customer journey, from onboarding through renewal and expansion.
Implement scalable programs and playbooks to ensure consistent, high-quality engagement across enterprise segments.
Drive executive business reviews and strategic account planning with key enterprise customers.
Champion the voice of the customer internally, ensuring enterprise customer feedback influences the product roadmap and company priorities.
Partner with Product and Engineering to advocate for enterprise customer needs and drive resolution of critical issues.
Collaborate with Marketing to develop customer advocacy programs, case studies, and reference programs.
Work alongside Sales to ensure seamless handoffs and alignment throughout the enterprise customer lifecycle.
Partner with Support and Professional Services to ensure a cohesive post-sale experience.
Develop and present executive-level reporting on Customer Success metrics, trends, and risks to senior leadership.
Build and manage the Customer Success department budget and headcount planning.
Use data and analytics to identify at-risk enterprise accounts and drive timely interventions.

Description

Company Overview
iboss is a leading AI-powered Zero Trust SASE (Secure Access Service Edge) platform trusted by more than 4,000 enterprises worldwide, including a significant number of Fortune 50 companies and U.S. government agencies. iboss enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB, and data loss prevention to all connections via the cloud, instantaneously and at scale. This eliminates the need for traditional network security appliances such as VPNs, firewalls, and web gateway proxies, which are ineffective at protecting a cloud-first and mobile world.
Leveraging a purpose-built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day. To learn more, visit www.iboss.com.

The Role
iboss is seeking an experienced and strategic VP of Customer Success to lead and scale our global Customer Success organization. In this highly visible executive role, you will be responsible for driving customer retention, satisfaction, and growth across our enterprise customer base — ensuring every customer realizes the full value of the iboss platform. You will serve as a key executive partner to our largest and most strategic enterprise customers, working cross-functionally with Sales, Product, Engineering, and Support to deliver exceptional customer experience at every stage of the lifecycle.

This is a unique opportunity to shape the future of Customer Success at one of the most innovative cybersecurity companies in the world.

Key Responsibilities

Leadership & Team Development

Lead, mentor, and scale a high-performing team of Customer Success Managers (CSMs) focused on enterprise accounts
Define and execute the Customer Success strategy, organizational structure, and operating model to support iboss rapid growth
Foster a culture of accountability, customer obsession, and continuous improvement within the CS organization
Recruit, develop, and retain top talent to build a world-class enterprise-focused team

Customer Retention & Growth

Own key performance metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer satisfaction (CSAT/NPS), and renewal rates across the enterprise segment
Develop and execute proactive strategies to drive product adoption, reduce churn, and identify expansion opportunities within the existing enterprise customer base
Serve as an executive sponsor for strategic and high-value enterprise accounts, building trusted relationships with C-suite stakeholders
Partner with Sales leadership to support upsell, cross-sell, and renewal motions within enterprise accounts

Customer Experience & Lifecycle Management

Design and optimize the end-to-end enterprise customer journey, from onboarding through renewal and expansion
Implement scalable programs and playbooks to ensure consistent, high-quality engagement across all enterprise segments
Drive executive business reviews (EBRs) and strategic account planning with key enterprise customers
Champion the voice of the customer internally, ensuring enterprise customer feedback directly influences product roadmap and company priorities

Cross-Functional Collaboration

Partner closely with Product and Engineering to advocate for enterprise customer needs and drive resolution of critical issues
Collaborate with Marketing to develop customer advocacy programs, case studies, and reference programs
Work alongside Sales to ensure seamless handoffs and alignment throughout the enterprise customer lifecycle
Partner with Support and Professional Services to ensure a cohesive post-sale experience

Reporting & Strategy

Develop and present executive-level reporting on Customer Success metrics, trends, and risks to senior leadership
Build and manage the CS department budget and headcount planning
Leverage data and analytics to identify at-risk enterprise accounts and drive timely interventions

Required Qualifications

10+ years of experience in Customer Success, Account Management, or related post-sale roles, with at least 4 years in a senior leadership capacity
Proven track record of leading and scaling Customer Success teams focused on enterprise accounts at a B2B SaaS company
Demonstrated success managing Fortune 500 and large enterprise customer relationships at the C-suite level
Demonstrated success owning and improving key metrics such as NRR, GRR, churn, and customer satisfaction within an enterprise segment
Strong understanding of the SaaS business model and enterprise customer lifecycle management
Exceptional communication, presentation, and executive stakeholder management skills
Experience in cybersecurity, network security, or cloud security industries
Familiarity with Zero Trust, SASE, CASB, or Secure Web Gateway concepts
Bachelor's degree in Computer Science , Computer Engineering, Information Technology or Electrical Engineering

What We Offer

Competitive base salary + performance-based bonus
Comprehensive health, dental, and vision benefits
401(k) with company match
Unlimited PTO and paid holidays
The opportunity to make a meaningful impact at a fast-growing, globally recognized cybersecurity leader

iboss is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by applicable law.

About the Company

iboss

Cloud-based security platform replacing VPNs

iboss provides a cloud-based security platform called iboss Zero Trust SSE that replaces traditional VPNs, proxy devices, and VDI. It creates secure, always-on connections for remote users to on-premises and cloud apps, while applying malware defense, compliance policies, and data loss prevention to every transaction. The platform runs in the cloud, inspects traffic including encrypted data, and enforces security without users needing to manually enable a VPN. Its goal is to reduce the cost of security infrastructure and lower the risk of data breaches by offering scalable, centralized protection across all users and applications.

Company size: 201-500
Company stage: Late Stage VC
Total funding: $180M
Headquarters: Boston, MA
Founded: 2003

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