Director, Customer Success – US Commercial

SpyCloud•Austin, TX

About The Position

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 Director, Customer Success – US Commercial is a player-coach role responsible for driving retention, growth, and customer value across SpyCloud’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 SpyCloud. 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. What You'll Do: 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, QBR/EBR 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.

Requirements

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.

Nice To Haves

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 stacks.
Experience building or refining CS playbooks and success methodologies.

Responsibilities

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, QBR/EBR 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.
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.
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.