Vice President of Customer Success - Redwood Shores, CA Cyber Security is a big deal. It’s in the news, growing rapidly, a critical tool for every company, and our specialty.  

 

Imperva is a public company (NASDAQ: IMPV) and leading provider of data and application security solutions that protect business-critical information in the cloud and on-premise. Our customers include leading enterprises, government organizations, SMBs and service providers who rely on Imperva Incapsula to securely deliver their websites and applications at lightning speed.

 

Why Imperva?  We have experienced the following growth and achievements 

• Grew revenue 22% to $322 million in 2017
• Selling to over 5900 customers worldwide
• 500 partners in 100+ countries worldwide
• Imperva’s Web Application Firewall has been in the Leader’s Quadrant of the Gartner Magic Quadrant for 4 straight years
• Imperva Incapsula is a leader in the Forrester Wave for DDoS Services with the highest score in the “current offering” category

Position Overview:

This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes

 

Responsibilities:

Drive Customer Success Outcomes

• Increase renewal rates and reduce churn
• Expand our revenue in accounts through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability

 

Define and Optimize Customer Lifecycle

• Map customer journey
• Develop listening points in journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in journey
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn from best practices in industry

 

Manage Customer Success Activities

• Onboarding
• Customer Success Management
• Renewals
• AdvocacyMeasure Effectiveness of Customer Success
• Define operational metrics for team
• Establish system for tracking metrics
• Create cadence for review within team
• Expose subset of metrics to executive team, company and board

 

Lead World-class Customer Success Team

• Recruit experienced leaders for each functional role
• Attract high potential individual contributors into team
• Create rapid onboarding process for new team members
• Foster collaboration within team and across customer lifecycle
• Encourage continuous learning within team

Enhance Effectiveness and Efficiency Through Technology

• Support systems
• Reference and advocacy solutions
• Customer Success Management platform

 

Inspire Customer Success Across Company

• Create company-wide culture of Customer Success
• Align with Marketing around marketing to existing clients
• Align with Product around driving product roadmap
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Align with Finance around measurement and forecasting
• Align with Executive Team around key metrics and objectives
• Drive company-wide definition of ideal customer
• Create company-wide customer feedback loop

 

Required Experience/Skills:

• 10+ years experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree; preference for computer science or related degrees

Our Company Imperva® (NASDAQ: IMPV), is a leading provider of cyber security solutions that protect business-critical data and applications. The company’s SecureSphere™ and Incapsula™ product lines enable organizations to discover assets and vulnerabilities, protect information wherever it lives – on-premises and in the cloud – and comply with regulations. The Imperva Application Defense Center, a research team comprised of some of the world’s leading experts in data and application security, continually enhance Imperva products with up-to-the minute threat intelligence, and publish reports that provide insight and guidance on the latest threats and how to mitigate them. Learn more: www.imperva.com, our blog, on Twitter. Rewards Imperva offers a competitive compensation package that includes base salary, medical, employee stock purchase (ESP) programs, flexible time off and more. It’s an exciting time to work in the security space. Check out our products and services at www.imperva.com and career opportunities at www.imperva.com/careers Legal Notice Imperva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law.

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