Customer Success Director
SpyCloud•Austin, TX
•Hybrid
About The Position
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.
Requirements
- 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.
- 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.
- BA/BS/Undergraduate degree required.
- Competency with Google and Microsoft suites of business products.
Nice To Haves
- Salesforce, Outreach, and Zendesk experience is a plus.
Responsibilities
- Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services.
- Build, leverage, and sustain relationships with Enterprise customers and internal cross-functional teams to maximize success.
- Co-create, execute, and oversee account plans to track customer opportunities, activities, and projects with the Product Success team.
- 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.
- 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.
- Effectively articulate value propositions, create interest, and generate excitement through customer presentations.
- Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction.
- Inform and report account status to Senior and Exec staff.
- Identify creative solutions for strategic accounts.
- Inspire others within the organization.
Benefits
- 401(k) with Employer Contribution
- Health, Vision, and Dental Insurance
- Health Savings Account (HSA) available with Employer Contribution
- Employer Paid Life, Short-term, and Long-term Disability Insurance
- Generous PTO Plan and 16 paid holidays per year
- Retirement Savings Plan with Employer Contribution
- Employer Provided Private Health Insurance and Healthcare Cashplan
- Employer Paid Life Insurance and Income Replacement
- Generous Holiday Plan and 14 paid holidays per year
- flexible and remote-friendly work options
- competitive salary package
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
