Customer Success Director

SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

The Customer Success Director maintains a long-term relationship with SpyCloud’s customers to gain an understanding of the customer’s organization, overall impact on their business from online fraud, added business drivers, and their key product/service needs. This is an ongoing customer relationship and strategy management role focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle. Experience in driving key accounts and growing customer relationships is required.

What You'll Do:

• Industry and Product Knowledge:
  • Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services.
• Relationship Management:
  • Build, leverage, and sustain relationships with Enterprise customers and internal cross-functional teams to maximize 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:
  • Deliver growth by assuring 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 win business as a team.
  • Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services.
• Value Articulation:
  • Effectively articulate value propositions, create interest, and generate 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 Exec 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 including Claude and ChatGPT.
  • Proven partnership building skills with an ability to grow and nurture executive and decision-maker level relationships.
  • Proficient in both oral and written communication, able to tailor message format and content to specific audience(s).
  • Superior active listening skills.
  • Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously.
  • Excellent analytical capabilities to break down complex technical tasks into executable and measurable steps.
  • Creative problem solver, able to accomplish goals through a variety of processes and tools.
  • Strong technical aptitude with the capability of staying abreast of technical developments at SpyCloud.
  • Adept at dealing with complex Enterprise customer relationships and developing resolutions to critical matters.
• 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.
  • Competency with Google and Microsoft suites of business products.

Nice to Have

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