Director of Customer Success, RQ
Arlington, VA
Customer Success – Customer Success /
Full-time /
Remote
Company Background
ThreatConnect enables threat intelligence, security operations, and cyber risk management teams to work together for more effective, efficient, and collaborative cyber defense. With ThreatConnect, organizations can infuse ML and AI-powered threat intel and cyber risk quantification into their work, allowing them to contextualize an evolving threat landscape, prioritize the most significant risks to their business, and operationalize defenses. More than 250 enterprises and thousands of security operations professionals rely on ThreatConnect every day to protect their organizations’ most critical assets.
We offer a competitive benefits package with comprehensive insurance coverage, unlimited paid time off, and unique perks designed to help you meet your financial and personal goals.
We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and share in our success. We love to recognize our employees who have gone above and beyond.
Job Description
We are seeking a strategic and execution-oriented Director of Customer Success, RQ to drive the adoption and integration of our Risk Quantification (RQ) platform across our growing enterprise customer base. This role is responsible for leading a team to drive adoption, ensuring customer value realization, and minimizing churn, while shaping the long-term customer success strategy for RQ. Additionally, you will oversee customer support initiatives, ensuring customer issues and queries are addressed promptly and effectively, and contributing to a comprehensive knowledge base that empowers self-service and proactive issue resolution.
The ideal candidate profile includes:
- Risk & Cyber Expertise: Experience in enterprise risk management, cyber risk, or GRC programs.
- Technology/Product Background: Previous role in a product or technology company, ideally in SaaS.
- Customer Success Leadership: Proven record of leading CSM teams and delivering measurable improvements in adoption, renewal, and NRR.
- Data-Driven: Comfortable with metrics, dashboards, and financial outcomes to show ROI to customers and executives
Core Responsibilities
- Driving the adoption and integration of the Risk Quantification (RQ) platform across the enterprise customer base.
- Leading a team focused on delivering measurable value and helping customers embed cyber risk quantification into their enterprise risk management (ERM) programs, board reporting, and decision-making workflows.
- Serving as a trusted advisor and partnering with Customer Success and Sales to drive product adoption, retention, and expansion.
- Developing best practices to scale delivery.
- Overseeing customer support initiatives, ensuring customer issues and queries are addressed promptly and effectively.
- Contributing to a comprehensive knowledge base that empowers self-service and proactive issue resolution.
- Building a scalable consulting and support practice that ensures high retention and expansion.
- Working closely with Product and Engineering teams to relay customer feedback and inform roadmap priorities.
- Supporting pre-sales efforts through scoping calls, solution design, and value articulation.
- Establishing consulting and customer support KPIs and continuously improving internal methodologies, delivery metrics, and customer satisfaction.
In the first month we’ll expect you to…
- Deeply understand RQ’s capabilities, customer value propositions, and current adoption metrics.
- Meet with top customers, Product, Sales, and Support teams to gather feedback and pain points.
- Review current churn, retention, and health-score data.
At 3 months we’ll expect you to…
- Publish a Customer Success Playbook for onboarding, QBRs, and success plans.
- Implement a standardized health-scoring model and early-warning churn indicators.
- Deliver the first set of success metrics to leadership (time-to-value, adoption benchmarks)
At 6 months we’ll expect you to…
- Launch a formal Customer Advocacy Program (reference calls, case studies, NPS tracking).
- Partner with Product to embed customer value metrics into the RQ dashboard.
- Show measurable reduction in churn risk for at-risk accounts.
- Identify expansion opportunities and help Sales with account growth strategy.
At 12 months we’ll expect you to…
- Deliver a year-over-year improvement in renewal rates, adoption, and NRR.
- Scale Customer Success processes to support growth (CS Ops, playbooks, training).
- Contribute customer insights to RQ roadmap for next-gen features that drive quantifiable customer value
Required Skills
- 8+ years of experience in consulting, cyber risk, or enterprise risk management; Big 4 consulting experience strongly preferred
- Demonstrated experience leading strategic customer engagements and delivering measurable business outcomes
- Deep understanding of risk quantification concepts (e.g., FAIR, loss exceedance, likelihood modeling) and their role in cyber and enterprise risk management
- Proven ability to lead and scale consulting or professional services teams
- Strong executive presence and ability to build relationships with senior stakeholders (CISO, CRO, CIO, board-level reporting lines)
- Excellent communication, presentation, and facilitation skills
- Strategic thinker with operational rigor; comfortable working in both hands-on and leadership capacities
- Experience working in or with SaaS companies, especially with analytics, cybersecurity, or GRC tools
Desired Skills
- Proven experience in a customer support or technical support role, preferably within a SaaS company
- Familiarity with risk frameworks such as NIST CSF, ISO 27005, COSO, or Basel
- Experience delivering or operationalizing FAIR or related quantitative models
- Background in cyber insurance, finance, or actuarial science
- Exposure to the SaaS implementation lifecycle and customer success metrics
Research shows that while men apply to jobs when they meet about 60% of job criteria, women and individuals from marginalized groups tend to apply only when they check every box. If you think you have what it takes but you’re not sure that you check every box, apply anyway!
