Critical Accounts Program (CAP) Director

Do you want to help make the world safe from cyber attack?

At Corelight, we believe that the best approach to cybersecurity risk starts with the network. Attackers can evade endpoint detection, firewalls and many other technologies - but they can’t avoid leaving digital footprints on the networks they traverse. Built on open-source innovations from Zeek, Suricata and YARA and refined through years of real-world use, Corelight transforms network footprints from physical, virtual and cloud networks into actionable insights. Our customers use these insights to speed incident response and proactively hunt for threats.

As the Director of the Critical Accounts Program (CAP), you will be the strategic architect and guardian of our most vital customer relationships. In a landscape where network security is paramount, you ensure that our technically complex and strategically significant customers receive the elite level of support and governance they require. By bridging the gap between high-pressure technical escalations and executive business strategy, you play a pivotal role in ensuring Corelight’s mission translates into long-term resilience and success for the organizations that trust us most.

Specific Responsibilities:

Program Strategy and Governance

• Program Ownership and Redesign: Take full ownership of the CAP, including the mandate to audit, redesign, and implement a best-in-class program structure, policies, and playbooks for identifying and resolving critical accounts.
• Process Development: Develop and maintain repeatable, clear processes for all stages of the CAP lifecycle, ensuring clear delineation of roles and responsibilities across Account Teams, Product, Engineering, and Customer Success.
• Reporting and Metrics: Define and track key performance indicators (KPIs) for program success, providing transparent, executive-level reporting on account health and resolution progress.

Executive and Cross-Functional Leadership

• Executive Orchestration: Lead and facilitate weekly cross-functional executive meetings, driving accountability across Engineering, Product, and Sales to define action plans and allocate resources.

• Executive Customer Engagement: Serve as the primary point of escalation and strategic relationship manager for critical accounts, clearly articulating complex technical situations and resolution strategies to C-suite stakeholders.

• Strategic Advisory: Act as a neutral, decisive orchestrator when internal priorities conflict and translate customer needs into feature adoption and product roadmap influence.

Knowledge/Skills/Abilities needed to be successful:

• Decisive Action: The ability to rapidly assess complex, high-pressure situations and drive clear, non-negotiable next steps.

• Strategic Thinking: The capacity to understand both immediate technical problems and long-term strategic/ARR implications for the business.

• Grit and Resilience: The tenacity to handle difficult, protracted customer situations and navigate high-stress internal dynamics with composure.

• Collaborative Influence: Proven ability to lead complex, multi-disciplinary, cross-functional teams without direct line authority.

Qualifications/Requirements:

• Cybersecurity Domain Expertise: Extensive experience in the cybersecurity industry, ideally with a background in engineering, technical support management, or product.

• Program Leadership: 10+ years of progressive experience in Customer Success, Escalation Engineering, or Technical Account Management (TAM).

• Specialized Experience: A minimum of 3-5 years specifically managing a High-Touch, Critical Account, or Escalation Management program.

• Executive Communication: Demonstrated track record of successfully engaging with and presenting to internal and external C-suite/Executive audiences.

• Operational Excellence: Proven ability to build, scale, and optimize complex operational processes and playbooks from the ground up.

Fueled by investments from top-tier venture capital organizations such as Crowdstrike, Accel and Insight, Corelight is the fastest growing network detection and response platform in the industry. Our customers trust us to protect mission-critical assets in leading enterprises, government, and research institutions worldwide. We are leading the way with AI-assisted workflows, machine learning models, cloud security and SaaS-based solutions to arm defenders with the tools and knowledge they need to disrupt cyber attacks. Our team of passionate innovators are dedicated to solving some of the toughest challenges in cybersecurity, while fostering a collaborative, inclusive, and growth-oriented culture. Corelight is committed to a geographically distributed yet connected employee base with employees working from home and office locations around the world. At Corelight, we take pride in the diversity of our backgrounds and perspectives, and we are committed to fostering an inclusive environment that strengthens our company. By embracing a wide range of experiences, backgrounds, neurodiversity, talents, and approaches to problem-solving, we aim to create a workplace where everyone can thrive and contribute their best.

We are looking forward to meeting you. Check us out at www.corelight.com