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About the Role
Oligo is seeking a VP of Customer Success to lead and grow its Customer Success organization, focusing on driving renewals and expansion revenue from enterprise customers. This role involves managing a portfolio of strategic accounts and owning the post-sale customer lifecycle.
Responsibilities
- Own renewals and expansion revenue as a primary goal, driving net revenue retention (NRR) through proactive renewal management and upsell/cross-sell strategy.
- Lead, manage, and grow the Customer Success team, including hiring, onboarding, coaching, and performance management.
- Personally own and manage a portfolio of key strategic accounts, alongside overseeing the team's accounts.
- Own the post-sale customer lifecycle end-to-end: onboarding, adoption, health scoring, renewals, and expansion.
- Build and continuously improve a renewals and expansion motion, including forecasting, pipeline management, and risk mitigation for at-risk accounts.
- Define and evolve the CS strategy, playbooks, and processes to maximize retention and drive growth within the existing customer base.
- Serve as a senior, technically credible point of contact for our largest and most complex enterprise accounts.
- Partner closely with Sales on renewal and expansion opportunities, and with Product and Support to ensure a seamless customer experience and to feed customer insights into the roadmap.
- Develop and own CS metrics and reporting (health scores, churn risk, NPS/CSAT, renewal and expansion forecasting) and report on them to executive leadership.
- Act as an escalation point for critical customer issues, partnering with the Support team on technical or security-related concerns.
- Build strong relationships with CISOs, security engineers, and other technical stakeholders within customer organizations.
- Represent the voice of the customer in internal strategy and product discussions.
Requirements
- 7+ years of Customer Success experience in B2B SaaS, including several years in a CS leadership role (managing a team of CSMs).
- Proven track record of owning and exceeding renewal and expansion/upsell targets in a B2B SaaS environment.
- Several years of experience specifically within cybersecurity or a closely related technical domain (e.g., cloud security, application security, DevSecOps).
- Deep technical understanding of modern software environments - cloud infrastructure, application architecture, APIs, and how security tooling integrates into customer environments.
- Comfortable identifying, adopting, and championing AI tools to improve CS workflows, efficiency, and customer experience.
- Proven track record of managing and growing a Customer Success team while also owning strategic accounts directly.
- Strong commercial acumen, with experience building and running a renewals/expansion forecasting process.
- Comfortable engaging directly and credibly with technical stakeholders (security engineers, CISOs, SOC teams).
- Excellent executive presence and communication skills, with experience reporting to senior leadership.
- Based on the East Coast (US), with ability to travel to customers and to company offices as needed.
- Experience with CS tooling and platforms (e.g., Vitally, Totango, or similar) and CRM systems (e.g., Salesforce).
- Experience scaling a growing CS team into a larger, more structured organization.
- Relevant technical or security certifications or a technical background (engineering, solutions architecture, or similar).
- Experience partnering closely with Support and IT/Security teams on shared customer workflows.
Skills
- Customer Success
- B2B SaaS
- CS Leadership
- Team Management
- Renewal Management
- Upsell/Cross-sell Strategy
- Account Management
- Customer Lifecycle Management
- Forecasting
- Pipeline Management
- Risk Mitigation
- CS Strategy
- Playbook Development
- Process Improvement
- Technical Credibility
- Relationship Building
- Executive Presence
- Communication Skills
- Reporting
- Problem Solving
- AI Tools
- CS Tooling
- CRM Systems
- Salesforce
- Vitally
- Totango
Location
- East Coast (US)
Work Type
- Onsite
- Travel
Experience Level
- 7+ years of Customer Success experience
- Several years in a CS leadership role
- Several years of experience in cybersecurity or related technical domain
Education Level
- Relevant technical or security certifications
- Technical background (engineering, solutions architecture, or similar)
About the Company
- Oligo is a fast-growing cybersecurity startup transforming how organizations protect their applications, cloud environments, and AI systems at runtime.
- Backed by top-tier investors including Greenfield Partners, Red Dot Capital Partners, Lightspeed, Ballistic Ventures, and TLV Partners.
- Oligo's industry's leading runtime security platform is built to stop attacks in real time without stopping the business.
- We transform security from passive visibility to active protection across applications, cloud services, workloads, and AI systems.
- By uncovering the deepest layers of what actually runs in production, Oligo helps organizations prioritize exploitable vulnerabilities, detect malicious behavior as it happens, and stop modern attacks in their tracks.