Customer Success Director

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.

Base Salary Range: $102,000 – $133,000

On Target Earnings (OTE): $122,400 – $159,600

OTE is reflecting base salary plus variable commission at expected performance levels. Actual earnings will vary based on individual performance.

The salary range reflects the expected base compensation for a fully qualified candidate at this level based on experience, qualifications, and market data at the time of posting.