Director, Customer Experience

Come join Deepwatch’s team of world-class cybersecurity professionals and the brightest minds in the industry. If you're ready to challenge yourself with work that matters, then this is the place for you. We're redefining cybersecurity as one of the fastest growing companies in the U.S. – and we have a blast doing it!

Who We Are

Deepwatch is the leader in managed security services, protecting organizations from ever-increasing cyber threats 24/7/365. Powered by Deepwatch’s cloud-based security operations platform, Deepwatch provides the industry’s fastest, most comprehensive detection and automated response to cyber threats together with tailored guidance from dedicated experts to mitigate risk and measurably improve security posture. Hundreds of organizations, from Fortune 100 to mid-sized enterprises, trust Deepwatch to protect their business. 

Our core values drive everything we do at Deepwatch, including our approach to tackling tough cyber challenges. We seek out tenacious individuals who are passionate about solving complex problems and protecting our customers. At Deepwatch, every decision, process, and hire is made with a focus on improving our cybersecurity solutions and delivering an exceptional experience for our customers. By embracing our values, we create a culture of excellence that is dedicated to empowering our team members to explore their potential, expand their skill sets, and achieve their career aspirations, which is supported by our unique annual professional development benefit.

Deepwatch recognition includes:

• 2023, 2022 and 2021 Great Place to Work® Certified
• 2023 and 2022 Forbes America’s Best Startup Employers
• 2023 and 2022 Fortress Cybersecurity Award
• 2023 $180M Series C investment from Springcoast Capital Partners, Splunk Ventures, and Vista Credit Partners of Vista Equity Partners
• 2022 Cigna Healthy Workforce Silver Designation
• 2022 Cybersecurity Excellence Award for MDR

The Director of Customer Experience will lead a team of Customer Success Managers and be responsible and accountable for managing and driving a world class Customer Success organization at Deepwatch. The objective of this role is to improve customer satisfaction, loyalty, and to transform the customer experience. This position will report directly to the VP of Customer Experience.

In this role, you’ll get to:

• Drive true value for customer portfolio by influencing enablement of Deepwatch capabilities
• Manage key escalations through strong people leadership to provide the best value to customers
• Recruit, mentor, and inspire a high performing technical CSM team
• Implement innovative strategies to deeply understand our customers’ objectives and become a trusted advisors
• Ensure smart smooth efficient hand-offs between Customer Success, Squads, Engineering and Sales; lead cross-functionally to drive customer outcomes
• Define CSM involvement during sales cycle to include renewals and upsells
• Develop and deploy strategies, action plans and playbooks to improve customer engagement and customer retention
• Develop and manage the Deepwatch customer portfolio across the CSM organization
• Showcase customer ROI with Deepwatch through various mechanisms – one of which will include Executive Business Reviews
• Effectively communicate with customers by managing and aligning expectations while holding people accountable
• Provide security consultation and guidance for customers, business units, and executives
• Provide input to the forecasting of technical needs and solutions for budgeting
• Represent the Deepwatch brand and company to customers, prospects, and vendors
• Serve as a role model of Deepwatch’s Core Values, and coaches and encourages others to model these values
• Embody the Deepwatch Leadership Attributes of ownership, delivering results, hiring & developing the best talent in the industry, having backbone and ability to disagree and then commit, and earning trust

To be successful in this role, you’ll need to:

• Experience in consultative, advisement, customer success, or as a service delivery manager role in cybersecurity operations
• Be a proven people leader dedicated to team, inclusion and belonging
• Possess executive briefing experience with Fortune 500 companies
• Demonstrate a track record of sound decision making, taking ownership and delivering results
• Have the ability to manage complex issues and coordinate solutions across multiple business lines
• Possess experience working as part of a small, fast-paced, high capability team and the ability to manage workload even during times of stress or escalated activity
• Have a natural inclination