Director of Customer Success

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode,  fueled by a recent $190m series C round. 

Why Blackpoint?​

Ready to give some hackers hell? On the Blackpoint Cyber Team, we win the unfair fight while helping others protect what’s most important to them. Simply put, our team takes out the adversaries before they see us coming. Join us today and help put the bad guys in their place for good. Blackpoint Cyber was built by former US Department of Defense and Intelligence security experts focused on stopping malicious tradecraft and safeguarding MSP operations. Our mission? Provide absolute and unified Managed Detection and Response services to organizations across the world.​
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Company Culture​

On this team, we value high-quality execution, ownership, and strong morals. With us, principles are never tested, and we are proud to always do right by our customers. If you’re a driven professional with a passion for learning and contributing towards the best, then Blackpoint welcomes you. Our team is energetic and collaborative, maintaining a high-performance culture and enabling growth through overcoming challenges in the modern cyberthreat landscape.​

We are looking for a Director of Customer Success who is passionate about delighting customers and driving cross-functional efforts across Support, On-boarding and Sales teams to ensure Blackpoint’s customers are happy, successful and grow their usage of our platform. 

**Location based in Denver, CO*

What You’ll Do

The Director of Customer Success will lead and grow the team working with strategic stakeholders (internal and external) to define customer use cases and requirements, quantify and track business value, enhance value and utilization within our customer base, present regularly during quarterly business reviews, and collaborate with business and technical teams to drive successful delivery of solutions and products.   The primary role for this leader and team is to drive adoption, increase the customer experience and decrease churn.

The successful candidate is a highly skilled Director of Customer Success preferably with experience in high volume Mid-market or Enterprise software and services. Exposure to application development, predictive analytics and/or data integration are highly valued, as well as domain experience in the MSP vertical.  Requires a combination of support, account management, sales, and customer success skills to effectively identify and close renewals and upsell opportunities while reducing churn. Finally, you should be comfortable with ambiguity and a growing product and customer base and know how to develop internal processes to optimize support, customer onboarding and renewals/upgrades.

Minimum Required Skills, and Abilities: 

·      Demonstrates high impact leadership skills, including setting a clear vision and strategy, motivating and coaching others, driving urgency and results, and exhibiting humility. 

·      Ability to: deal with ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels (email, phone, text, chat) 

·      Demonstrates exceptional business acumen and world-class presentation and customer interaction skills. 

·      Possess deep go-to-market knowledge and well-developed process management skills. 

·      Possess expertise in the following domains: process design, digital tools, software and SaaS. Experience with Salesforce.com, Gainsight, and other customer CRM and engagement tools is a strong plus. 

·      Ability to base decisions on deep data analytics and statistical analyses. 

·      Ability to persuade, influence, and motivate people; build a culture of doing the right thing for customers. 

Qualifications: 

• Previous leadership role at a high growth software SaaS organization. 

• 5-10+ years combined experience in the following functions: sales, customer success, renewal sales, or consulting. 

• Bachelor’s Degree, preferably in a technical discipline, or equivalent. Master’s degree/MBA is a plus. 

• Experience with recruiting, developing and managing internship and early career programs. 

• Experience delivering Customer Success at scale. 

• Ability to persuade and influence