VP – Technical Success

Our Opportunity

The VP of Technical Success will lead a global high-performance team in the development and execution of transformational technical success services and is responsible for the day-to-day TSM (Technical Success Managers) delivery functions which include the successful on-boarding and adoption of the Snyk platform.  You will work closely with R&D, Product, GTM leadership to drive exceptional customer experiences of both our services as well as our product.  You must leverage a healthy balance of leadership, technical, services, and sales skills in a dynamic and fast-paced environment.  The Technical Success organization is a key part of the CCO Organization whose mission is to “Accelerate time-to-value and customer-specific business outcomes with a world-class customer experience, leveraging the full capabilities of the Snyk platform and team.”

You’ll Spend Your Time:

• Defining and driving the strategy and detailed execution plan for Snyk’s Technical Success Management organization.
• Proactively engaging with internal departments outside of CSG (Sales, Professional Services, PM, R&D etc.) to improve processes and ultimately drive an exceptional customer experience leading to a high NRR.
• Personally owning some of the most strategic customers to better learn and understand how we can be improving the customer experience across all segments of the customer base.
• Working with the PS leader to continue to drive focus and differentiation across Professional Services and our TSM offerings.
• Working with the Channel leaders to create offerings with our partner organization that will ultimately drive scale of our operating model.
• Building the appropriate go-forward organizational structure and operational model to drive effectiveness, efficiencies and scale.
• Identifying metrics and establishing a management and reporting rhythm that ensures consistent achievement of operational performance targets (including customer satisfaction, operating efficiency, and platform adoption and growth) with visibility to executive leadership.
• Scaling and leading a sustainable, high-performance, motivated global team with clear career development paths and a goal to drive a high retention rate for the team at Snyk.
• Working cross-functionally to drive key business objectives supporting high-profile client deployments, new product roll-outs, installations, and client escalations in partnership with sales, operations, product management, engineering, and technical support.
• Taking part in cross-functional and team collaboration on local, regional, and global projects/initiatives that will drive mutually agreed goals.
• Serving as the executive management point for key account escalations, engaging directly with the customer as needed; as well as managing executive communications, ensuring that the cross-organizational engagement required to stabilize specific account escalations is addressed. 
• Driving improvements in Snyk’s products, services, and overall customer experience by providing actionable data and insight on customer behavior, satisfaction, and areas customers find especially challenging or valuable to other teams within CS, Sales, Marketing, and R&D.
• Partnering with Sales and Solutions Engineering assisting in prospect pre-sales discussions and presentations about our TSM service offerings and practices.

What You’ll Need:

• 10 to 15 years of experience in managing, coaching, and growing Technical Success, TAM or Customer Success teams including scaling globally dispersed customer-facing teams and managers in a fast-paced technically focused environment.  At least 5 years in a senior-level leadership. 
• Preferred experience with Application Security or Developer Tooling 
• Strong, broad knowledge across all aspects of Technical Success practices, processes and technology.  You have core skills/competencies including leadership, customer relations, performance management, process management, data analysis, problem-solving, effective communication, business acumen, and technical aptitude.
• You are passionate about making customers successful and having your team help set the cornerstone for the life-long customer experience they will have with Snyk.
• Experience rolling out self-service tools, processes and experiences to help customers on-board and adopt products.  Experience with AI is a plus as this will be critical to the scale of the TSM organization.
• Experience driving scale through channel partners.
• Driven to improve your team’s performance every day, and you have examples of innovations you have introduced that improved team outcomes and performance.
• Worked in high-growth environments, and have built high-performing medium to large distributed, technical teams quickly.
• Demonstrated experience working closely with your peer Customer Success and GTM organizations to ensure cross-team collaboration is effective.
• You have outstanding communication and presentation skills, including effectively interfacing with business, executive, and technical teams.
• Bachelor’s degree required.
• Care deeply about culture and values and can be a steward for transparency, collaboration, inclusiveness, accountability, and experimentation.
• Demonstrated desire for continuous learning and improvement.
• Ability to balance tactical and strategic focus.

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