Customer Success Lead at Prime Security

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Jun, 26

Salary

190000.0

Posted On

07 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Leadership, Security Operator Credibility, Enterprise Customer Leadership, Product Adoption, Security Workflow Operationalization, Retention, Expansion, Roadmap Influence, Onboarding Frameworks, Adoption Playbooks, Renewal Strategy, Hiring Plans, Threat Modeling, Security Design Reviews, Governance Workflows, Executive Engagement

Industry

Security and Investigations

Description

Role Overview We are hiring a Customer Success Leader to build and lead the post-sale function at Prime. This leader will combine security operator credibility with enterprise customer leadership experience. Reporting to the CPO, this role sits at the intersection of product adoption, security workflow operationalization, retention, expansion, and roadmap influence. This is not a traditional support-led CS role. This leader must understand how Product Security operates in real organizations and ensure Prime becomes embedded in customers’ standard operating models. Key Responsibilities Build, run, and scale the Customer Success function, including onboarding frameworks, adoption playbooks, renewal strategy, and hiring plans. Lead enterprise onboarding and ensure Prime is embedded into threat modeling, security design reviews, and governance workflows. Engage directly with CISOs, Heads of Product Security, and senior engineering leadership as a trusted advisor. Establish structured adoption metrics tied to measurable outcomes such as workflow coverage, decision consistency, and operational efficiency. Partner closely with Product and Engineering to create structured feedback loops that influence roadmap prioritization. Drive proactive retention and identify expansion opportunities across business units in collaboration with Sales. Required Background 10+ years of professional experience. Prior hands-on security operator background (AppSec, Product Security, Security Architecture, or equivalent). Significant experience in a senior customer-facing leadership role within enterprise SaaS. Proven ability to build and scale Customer Success processes in a high-growth environment. Deep understanding of SDLC workflows, threat modeling, security design reviews, and governance frameworks. Executive presence and ability to engage credibly with CISOs and senior technical leadership. What Success Looks Like (First 3 Months) Complete deep onboarding across all active enterprise accounts and build executive relationships with primary stakeholders. Define and document the Customer Success operating model, including onboarding framework, adoption metrics, QBR structure, and renewal motion. Establish clear adoption and coverage baselines across the customer base (usage, workflow embedment, decision coverage). Identify top 3 expansion opportunities and build structured account plans in partnership with Sales. Deliver a structured Voice-of-Customer report to Product with prioritized themes influencing roadmap decisions. Create a 12-month CS hiring and scaling plan aligned with ARR growth targets. Why This Role Matters Prime is building a new category: Design-Stage Risk Management. Our long-term defensibility depends on becoming embedded into how enterprises make security decisions, not merely where they scan code. This leader ensures Prime evolves from a powerful tool into a system of decision across the enterprise. Compensation: New York, NY - $150,000 – $190,000 base salary. Compensation package includes equity and competitive benefits; base salary determined by candidate experience and qualifications.

Responsibilities

This leader will build, run, and scale the Customer Success function, focusing on onboarding, adoption playbooks, renewal strategy, and hiring plans. Key duties include leading enterprise onboarding to embed the product into security workflows and engaging directly with senior security leadership as a trusted advisor.