Customer Success Director

About this role

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 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.

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

At SpyCloud, we are committed to working…