Head of Customer Success

About Confiant

Confiant is cybersecurity built for advertising. We secure the ad economy from the inside out, providing real-time intelligence and precise controls that detect and block malvertising, scams, disruptive creatives, and compliance risks before they reach users. By disrupting the business models of bad actors, Confiant empowers digital media to enforce standards, ensure quality, and uphold trust across the ad economy. We protect what matters most — revenue, reputation, and relationships — securing the foundation that allows good advertising to thrive.

The Role

We're hiring a senior leader to own the entire customer journey from trial onboarding to day-to-day support through complex technical escalations and strategic account health.

This is a hands-on, high ownership leadership role at the intersection of cybersecurity and ad technology. You'll build systems that don't yet exist, operate with significant autonomy alongside our founders, and lead a team that blends customer empathy with deep technical investigation.

Responsibilities

Team Management • Build cohesion across Customer Success, Technical Escalation, and Sales Engineering into a single team with shared culture and accountability • Maintain high quality growth conversations and meaningful coaching relationships across a wide direct span • Own hiring, and build structured onboarding for new team members that accounts for the steep learning curve of the ad tech and cybersecurity domain

Customer Success • Lead and develop the CS function; own retention, NPS, churn risk, and time to resolution metrics • Drive QBR processes and strategic account reviews; step in directly for high stakes accounts • Build proactive outreach systems and own the customer communication playbook for incidents and threat escalations

Sales Engineering • Own the Sales Engineering function, defining clear operating agreements with Sales on SE resource allocation • Own the end to end client onboarding experience from pre-sales trial through steady state support • Scale onboarding quality ahead of pipeline growth, in close partnership with Engineering and Product

Technical Escalations • Drive cross-functional investigations from customer report through root cause analysis to resolution • Establish and enforce SLAs for investigation turnaround; surface tooling gaps and partner with Product & Engineering to resolve them

Cross-Functional Strategy • Partner with the leadership team on a cross-functional strategy • Co-own the customer-to-product feedback loop and participate product/engineering planning as the voice of the customer • Collaborate on incident response protocols and coordinate customer facing communication during major threat events • Partner with Sales to define and maintain quality handoffs from closed deal to active customer • Advocate persistently across functions to ensure customer needs are prioritized and commitments are kept

Requirements • 10+ years in customer-facing roles in B2B/Enterprise SaaS, with 5+ years managing teams of 5–15 across support, success, or technical operations • Comfort operating as a player-coach: strategic enough to build systems, hands-on enough to step into escalations and customer situations directly, and self-aware about where you naturally sit on that spectrum • Proven experience setting clear performance expectations, running performance management, and coaching team members across varying skill levels, preferably across a wide direct span while simultaneously owning operational work • Track record of building escalation tiers, setting SLAs, and holding teams accountable • Experience managing or closely partnering with a pre-sales/solutions engineering function • Strong interest in cybersecurity and ad tech domain and significant background in a technically complex product domain where customer issues require deep cross-functional investigation.Strong technical fluency: able to read threat reports, understand attack chains, and hold substantive conversations with engineers • Proven ability to operate in founder-led environments where processes need to be built from scratch • Demonstrated success managing up to senior leaders and C-suite; able to translate strategic intent into structured execution • Commercial literacy: comfortable with renewal dynamics, contract language, and client-facing business conversations • Strong communication: you own the customer communication playbook and cross-functional strategy documents. Your communication is clear, credible, and calibrated to the audience. You exercise empathy and directness in equal measure

Nice to Haves • Deep familiarity with the ad tech ecosystem (SSPs, DSPs, publishers, ad networks); direct experience at or with an SSP, DSP, or ad tech solutions provider strongly preferred • Experience in cybersecurity: malware analysis, threat intelligence, incident response, or security operations • Experience as the first or second senior CS hire at a company of 30–200 employees • Experience inheriting a team in transition and making honest, timely talent decisions • Familiarity with customer health scoring models and data-driven proactive intervention • Experience building and scaling cross-functional teams into a cohesive structure

Benefits • Fully Remote • Unlimited Paid Time Off • Sabbatical • Stock Option Plan • Exceptional Health Care Plans (Medical, Dental & Vision) • FSA & Commuter Benefits • Employee Sponsored Disability & Life Insurance • 401(k) Plan with Automatic Employer Contribution • Enhanced and Extended Family Leave • Learning & Development Budget • Yearly Office Supply Stipend • Free Global Co-Working Membership