Head of Customer Success & Support

Lasso is on a mission to secure the use of LLMs in the real world protecting data, privacy, and businesses from AI threats. From the first line of code to protecting real-world data, every decision matters. If you're ready to shape the future of AI security - we would love to hear from you!

We're seeking a dynamic leader to own and scale our post-sales customer experience at a fast-growing cybersecurity company. This role combines strategic customer success with operational excellence in technical support, ensuring our customers achieve maximum value from our security solutions while receiving world-class support. You'll build and lead global teams, establish frameworks for customer retention and growth, and drive continuous improvement across all customer touchpoints. This is a high-impact role where you'll directly influence customer satisfaction, revenue retention, and company growth.

Responsibilities

• Lead and scale global Technical Support (all tiers) and, Customer Success across multiple regions
• Establish and maintain SLAs, implementing "follow-the-sun" support models for 24/7 coverage
• Drive customer satisfaction metrics and maintain high retention rates (95%+) for strategic accounts
• Build and mentor high-performing teams, establishing OKRs, performance frameworks, and training programs
• Manage incident response and maintain system availability standards 
• Develop and execute customer health programs, including onboarding, adoption, expansion, and renewal strategies
• Collaborate with Sales on complex MSAs, negotiate custom agreements, and identify upsell/cross-sell opportunities
• Partner with Product teams to channel customer feedback, influence roadmap, and drive product improvements
• Implement tooling and automation (including AI/ML solutions) to improve operational efficiency and response times
• Own escalations and executive relationships for top-tier enterprise customers
• Analyze team performance metrics and customer data to identify trends, optimize processes, and forecast needs

Requirements

• 6+  years in customer-facing roles (Account Management, Customer Success, Technical Support, or Solutions Engineering) with at least 3+ years in leadership positions
• Proven track record building, scaling, and managing customer success and/or support operations
• Experience in cybersecurity, SaaS, or enterprise B2B technology companies
• Strong business acumen with demonstrated ability to drive revenue retention and expansion
• Technical aptitude with ability to understand complex security solutions and provide strategic guidance
• Demonstrated success improving customer satisfaction metrics while reducing SLA violations and churn
• Experience managing teams and establishing performance metrics, training programs, and career development paths
• Data-driven approach with proficiency in analytics tools and customer health scoring
• Excellent stakeholder management and negotiation skills, comfortable interfacing with C-level executives
• Outstanding communication and presentation abilities in English
• Experience with implementing CRM platforms, ticketing systems, and customer success tools
• Strong multitasking and prioritization skills in fast-paced environments

Advantages 

• Experience managing geographically distributed teams and establishing follow-the-sun models
• Background in Solutions Engineering, Pre-Sales, Project Management, or Technical Product roles