Director of Customer Success

PORTSWIGGER - rapidly growing, disruptive, challenger brand in the web security testing tools market and global leader in application security testing (AST).

From inception in 2008 PortSwigger has grown impressively to become the most widely adopted software solution of its kind. Used by over 17,000 organisations in 130 countries, it’s been recognised through industry awards, the Sunday Times Tech Track, the Export Track and the UK Private Business Awards. A decade of strong organic growth has been driven through reputation and recommendation, their strategy combining technical innovation with highly competitive pricing and an efficient delivery model.

To support ambitious scale up plans and accelerated growth, this founder led organisation has recently appointed a board of industry leading Non-Executive Directors and approved the design and build of new, purpose built office space in Knutsford with scope to home up to 400 team members in the coming years. Rightly proud of their strong team culture and shared sense of mission, PortSwigger has been built on principles of mutual respect, commitment to long-term success and a belief that “if it stops being fun, were doing it wrong”.

They are now seeking to appoint a Director of Customer Success tasked with accelerating growth by delivering a world-class customer success operation. Focused on customer retention, trial conversion, upsell, increasing the value that customers derive from products and exceeding expectation at key points of the customer lifecycle. The Director of Customer Success will build and implement an innovative customer success operation, a data-driven engagement platform, using a combination of tech and human-touch interactions, deep personalisation, and machine learning.

To excel in this role you’ll be a Customer Success leader who’s excited by the opportunity to combine tech and human interactions in innovative ways, have a passion for exceeding expectations and a background in data analytics. You’ll have experience liaising with agile, delivery-focused, software development teams to design and implement customer centric service platforms and thrive in a matrix structure, leading agile tribe / squad operating models.

Ideally you’ll have experience of subscription-based internet or SAAS environments, where leading edge methodology is employed. You’ll have evidence of implementing structure, process and rigour without compromising entrepreneurship. Prepared to be ‘hands on’ as the business scales, and with excellent communication skills, you’ll combine strong team-building skills with the ability to train, coach, and inspire others to achieve amazing things.

For the right individual who shares their drive, ambition and ability to translate strategy into results, there has never been a better time to join to help drive the future of this exciting high growth venture.