Director of Customer Engagement

About the Role

We are seeking a dynamic and strategic Director of Customer Engagement to lead our post-sales team. This high-impact, quota-based leadership role is responsible for driving customer retention, revenue growth, and long-term partnerships through effective implementation, renewal strategies, cross-sell opportunities, and pricing optimizations. The ideal candidate will be a results-driven commercial leader with deep expertise in managing enterprise customer relationships & driving growth on a global scale.

Key Responsibilities

Strategic Account Management, Onboarding & Customer Outcomes

• Lead the post-sales team to deliver exceptional customer experiences and drive long-term value.
• Roles under management include Commercial Account Manager, Technical Account Manager/Implementations & Customer Support.
• Oversee customer implementations to ensure seamless onboarding and adoption.
• Develop and execute renewal strategies that maximize customer retention and minimize churn.
  
  

Revenue Growth & Expansion

• Identify and drive cross-sell and upsell opportunities across existing customer accounts.
• Develop tailored commercial strategies to enhance customer lifetime value.
• Lead pricing optimization efforts, ensuring successful execution of price increases while maintaining strong relationships.
  
  

Leadership & Team Development

• Build, mentor, and lead a high-performing global team.
• Foster a culture of accountability, outcomes, collaboration, and continuous improvement.
• Establish clear performance metrics and regularly review team progress against key business goals.
• Build an AI-adept organization leveraging tools & technology to deliver outcomes to our customer base with a scaled, digital approach.
  
  

Process Optimization & Stakeholder Collaboration

• Partner with New Logo Sales, Product, and Marketing to align account strategies with overall business objectives.
• Implement best-in-class account management processes, tools, and reporting systems.
• Utilize data-driven insights to drive decision-making and improve customer engagement strategies.
  
  

Qualifications & Experience

• 10+ years of experience in enterprise account management, customer experience & commercial leadership roles.
• Proven experience in setting and meeting quotas
• Proven track record of leading global teams and managing complex, high-value customer relationships.
• Strong background in driving renewals, expansion, and pricing initiatives.
• Excellent strategic thinking, negotiation, and communication skills.
• Experience working with C-suite executives at large, global enterprise organizations.
• Ability to travel internationally as needed.
  
  

Research shows that people who identify as being from underrepresented groups are more likely to doubt the strength of their qualifications, so we encourage you to submit an application if you're interested in this role despite any reservations you may have about your background or skill set.

Who We Are

At RadarFirst, our mission is to solve complex data privacy challenges with innovation. We are revolutionizing incident response management using automated, smart, and purpose-built SaaS technology. RadarFirst is a pioneer in the privacy field, recognized for its innovation with multiple patents and high-profile industry awards. Our customers include some of the nation's largest healthcare, insurance, financial, and government organizations.

Our Values

Respect & Candor

Inclusion & Innovation

Integrity & Empathy

Why Join RadarFirst?

At RadarFirst, our team is filled with smart, thoughtful, and forward-thinking contributors who are experts at what they do. Our culture of innovation and trust is paramount to our success. We work hard, but we also encourage and support a healthy work/life balance. We offer a generous package of benefits and perks that make RadarFirst a great place to work, including:

• Comprehensive benefits that include medical and dental, 401k, Life and Disability insurance, unlimited PTO, paid holiday time, 12 weeks paid parental leave, and company stock options. Plus flexible spending accounts for medical, dependent care, and commuter expenses
• Community outreach programs to encourage giving back to our community both as a group and individually
• Commitment to anti-racism work and accountability to our short-term and long-term equity & inclusion action plan
  
  

RadarFirst is a community-first organization, operating on a hybrid model. We actively support all employees working in the way they need. For those who wish to work from the office, these are some features of our downtown Portland office:

• On-site amenities such as indoor bike racks, showers, lockers, and gym facilities
• Casual work environment in an ideal central location, close to great food, shopping, and transportation options
  
  

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

The salary range for this role is $160k to $175k plus incentive compensation.