Customer Success Director

Customer Success Director

Company: SpyCloud

About SpyCloud

SpyCloud is dedicated to making the internet safer by disrupting the criminal underground and thwarting cyberattacks. Our solutions protect over 4 billion accounts globally. Cybersecurity is a dynamic field, and SpyCloud is at the forefront of the fight against cybercrime, making it a unique place to work for those driven by a meaningful mission.

What You'll Do:

Industry and Product Knowledge:

• Maintain a strong understanding of the industry and SpyCloud's products and services.

Relationship Management:

• Build, leverage, and sustain relationships with Enterprise customers and internal cross-functional teams to maximize customer success.

Account Planning and Execution:

• Co-create, execute, and oversee account plans to track customer opportunities, activities, and projects with the Product Success team.

Revenue Growth:

• Drive growth through usage, renewals, post-sales success, loyalty, expansion, and new product adoption.
• Accurately forecast and achieve revenue goals by identifying upsell opportunities based on customer needs or new product rollouts.

Customer Engagement:

• Leverage company resources and executive relationships to drive business success collaboratively.
• Continuously capture and monitor customer business drivers to ensure optimal solutions and foster deeper engagement with SpyCloud products/services.

Value Articulation:

• Effectively articulate value propositions, generate interest, and create excitement through customer presentations.

Customer Satisfaction:

• Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction.
• Inform and report account status to Senior and Executive staff.

Strategic Solutions:

• Identify creative solutions for strategic accounts.
• Inspire others within the organization.

Requirements:

Skills and Competencies:

• Self-starter with a drive to succeed.
• Strong interest in AI tools such as Claude and ChatGPT.
• Proven partnership-building skills with the ability to grow and nurture executive-level relationships.
• Excellent oral and written communication skills, with the ability to tailor messages to specific audiences.
• Superior active listening skills.
• Exceptional organizational skills and ability to manage multiple projects with multiple deadlines.
• Excellent analytical capabilities to break down complex technical tasks into executable steps.
• Creative problem solver, able to accomplish goals through various processes and tools.
• Strong technical aptitude and ability to stay abreast of technical developments at SpyCloud.
• Adept at managing complex Enterprise customer relationships and developing resolutions.

Experience:

• 10+ years of Customer Success Management experience in a strategic customer-facing role.
• Enterprise Account Management experience.
• Experience working for a Software as a Service (SaaS) company.
• Cybersecurity and ATO prevention experience is a plus.

Education:

• BA/BS/Undergraduate degree required.
• Proficiency with Google and Microsoft suites of business products.

Nice to Have:

• Salesforce, Outreach, and Zendesk experience is a plus.

Visa Sponsorship: SpyCloud is not sponsoring visas at this time.

U.S.-Based Benefits + Perks (for Full Time Employees):

• 401(k) with Employer Contribution
• Health, Vision, and Dental Insurance
• Health Savings Account (HSA) available with Employer Contribution
• Employer Paid Life, Short-term, and Long-term Disability Insurance
• Generous PTO Plan and 16 paid holidays per year

U.K.-Based Benefits + Perks (for Full Time Employees):

• Retirement Savings Plan with Employer Contribution
• Employer Provided Private Health Insurance and Healthcare Cashplan
• Employer Paid Life Insurance and Income Replacement
• Generous Holiday Plan and 14 paid holidays per year

About SpyCloud:

SpyCloud transforms recaptured darknet data to disrupt cybercrime. Our automated identity threat protection solutions leverage advanced analytics and AI to proactively prevent ransomware and account takeover, detect insider threats, safeguard employee and consumer identities, and accelerate cybercrime investigations. Our data powers popular dark web monitoring and identity theft protection offerings. We are headquartered in Austin, TX, with over 200 cybersecurity experts dedicated to protecting businesses and consumers from stolen identity data.