Vice President of Client Success

Department: Customer Success

Employment Type: Full Time

Location: Remote

Description

 Company Background
With 30 years of experience in cyber defense, DeepSeas is trusted by nearly 1,000 clients around the world, including Fortune 100 enterprises and mid-market organizations, higher education institutions, municipality and local governments, and federal agencies. Known for its programmatic approach to continuously transforming cyber defense programs, DeepSeas is recognized by Gartner as a top 40 provider of MDR and ranked as a top 5 MDR leader in the 2024 Frost Radar™: Global Managed Detection and Response (MDR) Market. In addition to its industry-leading MDR service, DeepSeas offers a full suite of advisory, compliance, and testing services to support clients on their cybersecurity transformation journeys, with an approach to cyber defense that prioritizes technical expertise, tradecraft, and continuous innovation to deliver unparalleled results.

 Position OverviewWe are looking for a dynamic and results-driven Client Success Leader to join our executive team. In this pivotal role, you will drive client satisfaction, retention, and growth by overseeing the governance, reporting, and execution of exceptional service delivery. As a strategic leader, you will cultivate strong client relationships, champion their success, and identify opportunities to expand value through upselling and cross-selling. If you are passionate about driving impact, fostering long-term partnerships, and contributing to revenue growth, we want to hear from you!

Key Responsibilities

Client Governance: 

•  Provide strategic leadership to the Client Success PMO, to develop and implement client governance frameworks, including regular cadence meetings, reporting structures, and communication protocols. 
• Establish and maintain strong relationships with key client stakeholders, acting as their primary escalation point.
• Proactively identify and address client challenges and concerns, escalating issues as needed.
• Ensure client satisfaction through regular feedback collection and proactive service improvements.

Reporting & Performance Management: 

• Establish and track key performance indicators (KPIs) to measure client success and pinpoint areas for enhancement.
•  Generate and present regular reports on client performance, focusing on achievements, challenges, and growth opportunities
•  Analyze client data to identify trends and insights that can inform strategic decision-making.
• Monitor the health of client relationships and take proactive steps to mitigate risks that could impact client retention.

Client Delivery Excellence: 

• Drive the strategic execution of service delivery, ensuring projects are completed on time, within budget, and aligned with client expectations. 
• Foster cross-functional collaboration across project management, operations, and product development teams to deliver a seamless and value-driven client experience.
• Develop and implement best-in-class frameworks for client onboarding, training, and ongoing support to maximize adoption and long-term success.
• Continuously assess and refine client delivery processes, leveraging data-driven insights to enhance operational efficiency and business impact.

Upsell & Cross-Sell Identification: 

• Develop and execute a proactive strategy to identify and qualify high-potential upsell and cross-sell opportunities within existing client accounts, ensuring seamless alignment with sales objectives.
• Partner closely with the sales team to drive the successful conversion of upsell and cross-sell opportunities, maximizing client value and revenue growth.
• Continuously analyze and report on upsell and cross-sell performance, leveraging insights to refine strategies and optimize business impact.

Team Leadership & Mentorship: 

• Provide mentorship and strategic guidance to junior team members, cultivating a culture focused on client success and continuous improvement.
• Design and deliver targeted training and development initiatives to enhance team capabilities and industry expertise.
•  Play a key role in driving the growth and effectiveness of the Client Success team by contributing to strategic initiatives and best practices.

Skills, Knowledge and Expertise

•  Bachelor's degree in Business, Marketing, or a related field.
• 10 years of experience in client success, account management, or a related role.
• Proven track record of building and maintaining strong client relationships in a manag