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Reco
Reco
51 – 200 Employees
Skilled Worker Visa SponsorArtificial IntelligenceCybersecuritySaaS
Reco builds SaaS security software for organizations managing a growing mix of cloud applications and AI tools. Its platform helps security teams discover approved and shadow SaaS, assess security posture, govern identities and access, monitor data exposure, and detect threats in real time. Reco also provides controls for AI governance, including discovery of generative AI use and AI agents. With integrations across more than 200 SaaS applications, the platform supports ongoing security and compliance oversight as companies adopt new tools.
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Director of Customer Success

Lead Reco’s AI-native customer success organization, guiding a team responsible for the post-sale customer journey. Drive retention, account growth, and security outcomes for B2B SaaS customers.

USUnited StatesRemoteFull-timeLeadEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Manage customer onboarding, adoption, renewals, and expansion across the post-sale journey.
  • Build Customer Success into an AI-native function.
  • Report to the SVP of Customer Success and lead a team of Customer Success Managers.
  • Recruit, coach, and develop Customer Success Managers, setting goals and career paths while cultivating ownership and technical curiosity.
  • Set coverage, customer segments, and handoffs among Sales, Solutions Engineering, Support, and Product for enterprise and mid-market accounts.
  • Make AI fluency a core part of hiring, onboarding, and performance evaluation.
  • Own gross and net revenue retention, product adoption, and account expansion.
  • Create success plans tied to security results, including less shadow SaaS and shadow AI, faster remediation, and wider policy coverage.
  • Act as executive sponsor and escalation contact for strategic accounts.
  • Lead business reviews with CISOs and other security leaders.
  • Work with Sales on renewals, expansion, and customer references.
  • Coordinate with Support to resolve escalations and critical customer issues.
  • Bring customer feedback, integration requirements, and feature requests to the roadmap in partnership with Product and Engineering.
  • Monitor and improve customer satisfaction, product adoption, and time to value.
  • Develop expertise in Reco’s AI Agent Security, AI Governance, and Reco AI Agents capabilities.
  • Train the team in agent discovery, governance policies, and response.
  • Manage team metrics, forecasts, and reporting for the SVP and executive team.
  • Maintain Customer Success tools and operating processes.

Requirements

  • At least 10 years in customer success or post-sale leadership at a B2B SaaS company, including at least 5 years leading customer success teams.
  • Demonstrated success owning retention and expansion (GRR and NRR) and building and scaling a Customer Success team.
  • Credibility with CISOs and security practitioners.
  • Technical knowledge of SaaS, identity (SSO, IAM, OAuth), APIs, and integrations sufficient to lead technical discussions.
  • Practical experience applying AI to customer success, such as LLM-based workflows, predictive health scoring, or automated customer engagement, including building and measuring these solutions.
  • Data-driven working style and familiarity with customer success platforms, CRM, and BI tools.
  • Strong executive presence and communication skills.
  • Experience managing a remote team.
  • Builder’s mindset and comfort working at the pace of a high-growth company amid ambiguity.

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