Director of Customer Experience

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Toward the end of our interview process is an in-person interview.

By making evidence the heart of security, we help customers stay ahead of ever‑changing cyber‑attacks. Corelight is the cybersecurity company that transforms network and cloud activity into evidence. Evidence that elite defenders use to proactively hunt for threats, accelerate response to cyber incidents, gain complete network visibility and create powerful analytics using machine‑learning and behavioral analysis tools.

Easily deployed, and available in traditional and SaaS‑based formats, Corelight is the fastest‑growing Network Detection and Response (NDR) platform in the industry. And we are the only NDR platform that leverages the power of Open Source projects in addition to our own technology to deliver Intrusion Detection (IDS), Network Security Monitoring (NSM), and Smart PCAP solutions.

We sell to some of the most sensitive, mission‑critical large enterprises and government agencies in the world.

Position

Corelight, Inc is seeking a skilled and experienced Director of Customer Experience to lead our TAM and Customer Success Manager teams. You will provide strategic direction for the Customer Experience team, ensuring a seamless and positive experience across all touchpoints (enterprise & strategic customers).

Responsibilities and Abilities

• Customer Performance Management : Define key performance metrics and benchmarks for Customer Experience that align with Corelight’s business objectives, regularly monitoring and analyzing performance data to drive continuous improvement and operational excellence.
• Customer Insights : Provide actionable intelligence and customer insights via thorough analysis and assessment of all data gathered.
• Risk Management : Identify potential risks and issues impacting customer satisfaction and experience and operational delivery, developing proactive mitigation strategies to address them effectively.
• Customer Advocacy : Leverage the voice of our external customers and establish the people, processes and data required to advocate for them through a focus on their needs, feedback, and challenges to influence program and product policy and communications.
• Growth Catalyst : Identify opportunities to expand our customer base through upsells, renewals, and conversions, driving sustainable revenue growth.
• Customer Experience Champion : Champion a customer‑first approach throughout the organization, ensuring the delivery of exceptional experiences.
• Cross‑functional Collaboration : Maintain key relationships with business leaders across the organization to improve efficiencies between departments that foster exceptional, long‑lasting relationships with customers to boost engagement, advocacy and expansion across the multiple lines of business.
• Team Leadership : Provide strong leadership and direction to the Customer Experience teams, fostering a culture of collaboration, excellence, inclusion, customer‑centricity that works effectively toward accomplishing goals.

Qualifications

A note on experience

We are proud of our culture and values—driving diversity of background and thought, low‑ego results, applied curiosity and tireless service to our customers and community. Corelight is committed to a geographically dispersed yet connected employee base with employees working from home and office locations around the world.

Compensation

$262,000—$328,000 USD (plus commission or discretionary bonus, equity and additional benefits). The compensation for this position may vary depending on factors such as your location, skills and experience.

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