Director, Customer Success – US Commercial

Spy Cloud is on a mission to make the internet a safer place by disrupting the criminal underground. Spy Cloud’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 Spy Cloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

The Director, Customer Success – US Commercial is a player-coach role responsible for driving retention, growth, and customer value across Spy Cloud’s US Enterprise and Midmarket segments.

This leader will:

• Manage and develop a team of three enterprise senior customer success managers (one with team lead responsibilities).
• Directly own a portfolio of 10–15 high-impact Enterprise customers.
• Drive predictable renewals, strategic expansion, and measurable customer outcomes.
• Help shape the future of Customer Success strategy, process, and execution at Spy Cloud.

This is a hands‑on leadership role designed for a proven enterprise Customer Success leader who thrives in high‑growth SaaS environments and is comfortable balancing executive engagement, operational rigor, and team development.

• Team Leadership & Organizational Impact
  • Lead and develop a team of Senior Enterprise CSMs responsible for complex, high‑value accounts.
  • Manage and coach the US Commercial Team Lead, ensuring scalable, consistent customer coverage across mid‑market accounts.
  • Conduct regular 1:1s focused on performance management, skill development, and career progression.
  • Drive accountability to retention, NRR, adoption, and expansion targets across segments.
  • Standardize and scale best practices including success planning, Q /E  frameworks, renewal management, and executive engagement.
  • Serve as an escalation point for strategic customer issues and executive‑level concerns.
  • Partner with Sales Leadership on territory alignment, account allocation, and expansion strategy.
  • Influence CS strategy, tooling, segmentation, and coverage models as the organization scales.
• Strategic Account Ownership (Player‑Coach Model)
  • Personally manage a portfolio of approximately 10–15 high‑impact Enterprise customers.
  • Build trusted advisor relationships with CISOs, Security Operations leaders, Fraud teams, and C‑level stakeholders.
  • Drive measurable business outcomes tied to identity threat prevention, account takeover mitigation, and operational risk reduction.
  • Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) focused on ROI, risk reduction metrics, and strategic alignment.
  • Identify and drive expansion opportunities in partnership with Account Executives.
  • Own renewal strategy and execution, ensuring high retention and growth across assigned accounts.
  • Accurately forecast renewals, expansion pipeline, and account health using Salesforce and CS tooling.
• Cross‑Functional Leadership
  • Collaborates closely with Sales, Product, and Product Success to ensure customer feedback informs roadmap and GTM strategy.
  • Supports Value Creation projects execution and strategy to achieve growth and retention objectives.
  • Partners with Product on early access programs, beta participation, and strategic customer feedback loops.
  • Drive alignment between CS, PS, and Revenue teams around expansion and retention strategy.

• 8+ years in Customer Success, Account Management, or enterprise‑facing SaaS roles.
• 3+ years leading or mentoring high‑performing CS teams (formal management experience required).
• Proven success managing Enterprise security, cybersecurity, fraud, or risk‑focused accounts.
• Demonstrated ownership of renewal and expansion targets with measurable NRR impact.
• Experience leading executive‑level conversations with CISOs, CIOs, and other C‑suite stakeholders.
• Strong operational rigor: forecasting, pipeline visibility, and performance management.
• Experience in high‑growth SaaS environments.

• Background in cybersecurity, identity security, fraud prevention, or risk intelligence.
• Experience leading segmented teams (Enterprise + Commercial/Mid‑Market).
• Familiarity with tools such as Salesforce, Gainsight, Zendesk, and other CS tech…