Head of Customer Success

Description

Upwind is a next-generation Cloud Security Platform that leverages runtime context to identify and prioritize critical risks, providing precise insights and efficient cloud security management. Unlike traditional tools, Upwind uses runtime data proactively for risk prioritization and posture insights, ensuring teams focus on what truly matters. With industry-leading efficiency and eBPF-powered sensors, Upwind delivers comprehensive capabilities, including agentless cloud posture discovery, real-time threat protection, and integrated API security. From misconfigurations to malware defense, Upwind ensures end-to-end, cost-effective cloud infrastructure protection. At Upwind, you’ll have the opportunity to think creatively, explore new ideas, and use your skills to make a meaningful impact on our growth.

We’re looking for a Head of Customer Success to join our team. The Head of Customer Success at Upwind will be pivotal in ensuring exceptional customer relationships, driving adoption, and enabling strategic growth. This position will involve overseeing deployments, fostering engagement, and aligning customer goals with Upwind’s platform capabilities. The ideal candidate will be a strategic thinker with strong technical expertise and leadership skills. This role is a critical driver for Upwind’s growth, ensuring customers achieve success while maximizing the platform’s value proposition.

Responsibilities 

• Provide leadership and team building to the customer success group including both soft skills and technical ones.
• Maintain a standard excellence in customer responsiveness, communication, experience and engagement.
• Create processes and procedures to quickly escalate customer issues and provide visibility to the state of the customer across our leadership team
• Serve as the primary point of contact for customers, building and maintaining trust-based relationships.
• Oversee the full deployment of new environments, ensuring smooth platform integrations.
• Drive customer adoption of new features and expand platform capabilities to align with their business goals.
• In a fast moving engineering & product environment - ensure that customers are being introduced and utilizing the latest versions and features. 
• Conduct weekly customer meetings to maintain ongoing engagement and address immediate needs, and lead formal QBRs to assess progress, set priorities, and align strategies for continued success.
• Run technical sessions and workshops tailored to customer needs, ensuring optimal product utilization.
• Take ownership of managing feature requests by deeply understanding customer priorities, projects, and plans. Gather, prioritize, and effectively communicate these needs to the product team to ensure features are aligned with customer goals and deliver maximum value.
• Collaborate with research and security teams to address critical areas like APIs, CVEs, and sensitive data.
• Provide updates on product news, industry trends, and relevant security alerts.
• Identify and nurture customer champions to advocate for Upwind within their organizations.

Requirements

• 4+ years in customer-facing roles in a SaaS company, with experience in team leadership and operational oversight.
• Strong expertise in IT infrastructure, cybersecurity, and cloud technologies, with hands-on experience in cloud solutions.
• Proven problem-solving and data analysis skills for driving strategic decisions.
• Exceptional leadership and communication abilities, focused on trust-based relationships.
• Strategic thinker with a track record of aligning technical solutions to business goals.
• Experience in project management, including deployments, QBRs, and cross-functional collaboration.
• Relevant certifications (e.g., AWS, Azure, GCP, cybersecurity) preferred.