Customer Success Director

Company Mission :
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 client relationships is required.

What You’ll Do:

1. Industry and Product Knowledge:
• Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services.
2. Relationship Management:
• Build, leverage, and sustain relationships with customers and internal cross-functional teams to maximize success.
3. Account Planning and Execution:
• Create, execute, and oversee account plans to track customer opportunities, activities, and projects, ensuring engagement by appropriate parties throughout.
4. 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.
5. 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.
6. Value Articulation:
• Effectively articulate value propositions, create interest, and generate excitement through customer presentations.
7. 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.
8. Strategic Solutions:
• Identify creative solutions for strategic accounts.
• Inspire others within the organization.

Key Requirements:

1. Skills and Competencies:
   • Self-starter with a drive to succeed.
   • 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 customer relationships and developing resolutions to critical matters
2. Experience:
   • 10+ years of Customer Success Management experience in a strategic client-facing role.
   • Experience working for a Software as a Service (SaaS) company.
   • Cybersecurity and ATO prevention experience is a plus.
   • Government or financial sector background needed.

Education:

• BA/BS/Undergraduate degree required.
• Competency with Microsoft's suite of business products.
• Salesforce and Zendesk experience is a plus.

Expected Indicators:

1. Customer Satisfaction:
• Customer satisfaction scores and Net Promoter Scores (NPS).
• Frequency and quality of customer feedback.
2. Revenue Growth:
• Achievement of upsell and cross-sell revenue targets.
• Renewal rates and reduction in customer churn.
3. Account Engagement:
• Number of strategic accounts engaged.
• Frequency and depth of interactions with key decision-makers.
4. Operational Efficiency:
• Timeliness and accuracy of account plans and reports.
• Efficiency in resolving customer issues and inquiries.

Expected Outcomes:

1. Enhanced Customer Loyalty:
• Increased customer retention and loyalty through proactive engagement and value delivery.
• Strengthened long-term relationships with key customers.
2. Revenue Expansion:
• Growth in revenue through successful upsell and cross-sell initiatives.
• Achievement of revenue goals and forecasts.
3. Customer Advocacy:
• Increased number of customer success stories, testimonials, and case studies.
• Customers becoming advocates and references for SpyCloud.
4. Continuous Improvement:
• Regular updates to strategies and processes based on customer feedback and industry trends.
• Ongoing enhancement of customer success practices and methodologies.

We are not currently sponsoring Visas for candidates.

*This role will require a Top Secret Clearance.  

Benefits + Perks

We also look to ensure all SpyCloud employees have the support and benefits they need to stay focused on the mission. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we also offer our employees a comprehensive benefits package that includes:

401(k)

Health, Vision and Dental Insurance

Generous PTO Plan

In-office meals provided

Who We Are

SpyCloud is a place for innovative, collaborative and problem-solvers to thrive. Individually we’re amazing but together, we’re unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action “at will” employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Our culture is something really special. We support a truly worthy and serious mission, but we have fun doing it together. If you are driven, inventive, and collaborative, you’ll fit right in.  To learn more and see insights on your company’s exposed data, visit spycloud.com.

SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud's employees to perform their job duties may result in discipline up to and including discharge.

SpyCloud shares the right to work and participates in the E-Verify program in all locations.

If you need assistance or accommodation due to a disability, you may contact us.

SpyCloud’s Recruitment Policy: We will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email [email protected].

Compensation Transparency Policy: At SpyCloud, we believe in transparency and fairness in compensation. We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure. We are committed to providing competitive salaries and benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters.