Director of Customer Success

MOXFIVE

About The Position

You'll be joining MOXFIVE as Director of Customer Success, owning the strategy and execution that defines how clients experience us after the initial engagement. MOXFIVE operates at the intersection of high-stakes incident response, technical advisory, and the legal and insurance ecosystems that activate when organizations are most vulnerable. Our clients come to us in crisis. Your job is to make sure they stay with us for what comes next. This isn't a role that inherits a mature playbook. You'll be building, scaling, and leading - defining what a high-performance CS function looks like for a company whose differentiation is deep, real, and still being fully expressed.

Requirements

5–8+ years of progressive experience in Customer Success, Account Management, or Client Services, with demonstrated impact on retention and revenue
3+ years managing and developing CS or account management teams, with a track record of building high-performing cultures
Experience in cybersecurity, IT services, consulting, or managed services, ideally in environments where the stakes are high and the clients are sophisticated
A proven ability to drive retention improvement and expand revenue in complex, relationship-driven accounts
Executive communication skills that hold the room, whether you're in a QBR with a CISO or presenting pipeline to a CRO
A data-driven mindset with hands-on experience using CRM (Salesforce preferred) and CS platforms to turn signals into action

Nice To Haves

Experience at a cybersecurity services firm, VAR, or MSSP
A track record of building a CS function from scratch or near-scratch, and the hard-won perspective that comes with it
Bachelor’s or technical graduate degree
Working knowledge of the cyber insurance ecosystem and the stakeholders who operate within it

Responsibilities

Define and execute a customer success strategy built around MOXFIVE's revenue and retention goals - one that reflects the urgency and complexity of our client relationships
Build the client journey framework from the ground up: post-incident onboarding, ongoing advisory, and renewal architecture
Establish and own the KPIs that matter to promote client renewals, retention, and account expansion for key offerings
Implement the tooling and infrastructure - CRM, health scoring, playbooks - that give your team the operating foundation to perform
Lead and manage a growing team of Customer Success Managers with a culture built on accountability, client empathy, and continuous improvement
Set and manage to goals that align team incentives with retention and growth outcomes
Be the kind of leader who makes the people around you better - at the work and at the craft
Serve as primary POC for top-tier accounts, showing up with the authority and credibility those relationships demand
Lead quarterly business reviews with strategic clients, conversations that reinforce MOXFIVE's value and open doors to the next opportunity
Act as the senior escalation point for at-risk accounts, bringing calm and clarity when it matters most
Build trusted, lasting relationships with CISOs, IT leaders, and incident response stakeholders who have high expectations and long memories
Partner with Sales and Technical resources on account planning, renewal forecasting, and expansion pipeline - a true peer relationship, not a handoff
Work with Delivery and Operations so that service quality translates reliably into client satisfaction
Bring the voice of the customer to Product and Marketing with enough specificity to move decisions