Customer Success Director

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 Customer Success Director maintains a long-term relationship with Spy Cloud’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.

• Industry and Product Knowledge:
  Maintain solid industry knowledge and a comprehensive understanding of Spy Cloud 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 Spy Cloud 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.

• 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 pt 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.