Director, Customer Success – US Commercial

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 Director, Customer Success – US Commercial is a player-coach role responsible for driving retention, growth, and customer value across SpyCloud’s US Enterprise and Midmarket segments.

This leader will:

• Manage and develop a team of three enterprise senior customer success managers (one with team lead responsibilities).
• Directly own a portfolio of 10–15 high-impact Enterprise customers.
• Drive predictable renewals, strategic expansion, and measurable customer outcomes.
• Help shape the future of Customer Success strategy, process, and execution at SpyCloud.

This is a hands-on leadership role designed for a proven enterprise Customer Success leader who thrives in high-growth SaaS environments and is comfortable balancing executive engagement, operational rigor, and team development.

What You'll Do:

• Team Leadership & Organizational Impact
• Lead and develop a team of Senior Enterprise CSMs responsible for complex, high-value accounts.
• Manage and coach the US Commercial Team Lead, ensuring scalable, consistent customer coverage across mid-market accounts.
• Conduct regular 1:1s focused on performance management, skill development, and career progression.
• Drive accountability to retention, NRR, adoption, and expansion targets across segments.
• Standardize and scale best practices including success planning, QBR/EBR frameworks, renewal management, and executive engagement.
• Serve as an escalation point for strategic customer issues and executive-level concerns.
• Partner with Sales Leadership on territory alignment, account allocation, and expansion strategy.
• Influence CS strategy, tooling, segmentation, and coverage models as the organization scales.
• Strategic Account Ownership (Player-Coach Model)
• Personally manage a portfolio of approximately 10–15 high-impact Enterprise customers.
• Build trusted advisor relationships with CISOs, Security Operations leaders, Fraud teams, and C-level stakeholders.
• Drive measurable business outcomes tied to identity threat prevention, account takeover mitigation, and operational risk reduction.
• Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) focused on ROI, risk reduction metrics, and strategic alignment.
• Identify and drive expansion opportunities in partnership with Account Executives.
• Own renewal strategy and execution, ensuring high retention and growth across assigned accounts.
• Accurately forecast renewals, expansion pipeline, and account health using Salesforce and CS tooling.
• Cross-Functional Leadership
• Collaborates closely with Sales, Product, and Product Success to ensure customer feedback informs roadmap and GTM strategy.
• Supports Value Creation projects execution and strategy to achieve growth and retention objectives.
• Partners with Product on early access programs, beta participation, and strategic customer feedback loops.
• Drive alignment between CS, PS, and Revenue teams around expansion and retention strategy.

Requirements:

• 8+ years in Customer Success, Account Management, or enterprise-facing SaaS roles.
• 3+ years leading or mentoring high-performing CS teams (formal management experience required).
• Proven success managing Enterprise security, cybersecurity, fraud, or risk-focused accounts.
• Demonstrated ownership of renewal and expansion targets with measurable NRR impact.
• Experience leading executive-level conversations with CISOs, CIOs, and other C-suite stakeholders.
• Strong operational rigor: forecasting, pipeline visibility, and performance management.
• Experience in high-growth SaaS environments.

Nice to Have:

• Background in cybersecurity, identity security, fraud prevention, or risk intelligence.
• Experience leading segmented teams (Enterprise + Commercial/Mid-Market).
• Familiarity with tools such as Salesforce, Gainsight, Zendesk, and other CS tech stacks.
• Experience building or refining CS playbooks and success methodologies.

SpyCloud is not sponsoring visas at this time.

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

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