Vice President of Customer Success Redwood Shores CA

Vice President of Customer Success - Redwood Shores, CA Cyber Security is a big deal. It’s in the news, growing rapidly, a critical tool for every company, and our specialty.

Imperva is a public company (NASDAQ: IMPV) and leading provider of data and application security solutions that protect business-critical information in the cloud and on-premise. Our customers include leading enterprises, government organizations, SMBs and service providers who rely on Imperva Incapsula to securely deliver their websites and applications at lightning speed.

Why Imperva? We have experienced the following growth and achievements

Grew revenue 22% to $322 million in 2017 Selling to over 5900 customers worldwide 500 partners in 100+ countries worldwide Imperva’s Web Application Firewall has been in the Leader’s Quadrant of the Gartner Magic Quadrant for 4 straight years Imperva Incapsula is a leader in the Forrester Wave for DDoS Services with the highest score in the “current offering” category

Position Overview:

This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes

Responsibilities:

Drive Customer Success Outcomes

Increase renewal rates and reduce churn Expand our revenue in accounts through cross-sell and up-sell Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle

Map customer journey Develop listening points in journey (e.g., usage, satisfaction, etc.) Standardize interventions for each point in journey Define segmentation of customer base and varying strategies Identify opportunities for continuous improvement Learn from best practices in industry

Manage Customer Success Activities

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