Director of Customer Success

Reality Defender•New York, NY

13d

About The Position

As Director of Customer Success, you will lead the strategy, structure, and execution of our customer success function. You will ensure that our customers across sectors successfully deploy, adopt, and derive measurable value from our deepfake detection platform. This role requires strong leadership, operational rigor, and a deep understanding of complex enterprise and public-sector environments. You will build and scale a high-performing team focused on customer outcomes, retention, expansion, and long-term partnership.

Requirements

6+ years of experience in Customer Success, Account Management, or related client-facing roles in B2B technology companies.
2+ years of leadership experience managing and scaling customer success teams.
Experience supporting enterprise or government customers with complex technical solutions.
Proven track record of driving retention, expansion, and measurable customer outcomes.
Strong operational and analytical skills with experience building KPIs and reporting frameworks.
Excellent executive-level communication and relationship management skills.
Exceptional executive presence with ability to lead C-level conversations that drive strategic alignment and business value
Experience managing both high-touch enterprise accounts and scaled/digital customer success motions
Experience with technical SaaS products including APIs, integrations, webhooks, and cloud-based technologies; ability to bridge technical and non-technical conversations

Responsibilities

Define and execute the overall Customer Success strategy aligned with company growth and retention goals.
Build, lead, and mentor a team of Customer Success Managers and onboarding specialists.
Develop scalable processes for onboarding, adoption, health monitoring, renewals, and expansion.
Drive expansion in existing customers through upselling existing capabilities, cross-selling new capabilities or driving adoption and utlization by our customers’ customers.
Establish and track KPIs, including retention, net revenue retention (NRR), adoption metrics, and customer satisfaction (CSAT/NPS).
Partner closely with Sales, Solutions Engineering, Product, and Support to ensure seamless customer lifecycle management.
Ensure compliance, security, and operational expectations are met for regulated customers.
Develop and implement low-touch/tech-touch programs to efficiently serve lower-tier and PLG segments while maintaining quality engagement
Create and execute customer advocacy programs, including reference programs, case studies, and advisory boards to amplify customer voice
Forecast renewals and expansion pipeline with accuracy, providing regular reporting to executive leadership on retention and growth metrics
Translate customer feedback and product usage data into actionable insights for Product and Engineering teams to influence roadmap priorities
Design and deliver Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) that demonstrate ROI and strategic value alignment

Benefits

Healthcare plans with 100% premium coverage for employees and partial coverage available for dependents
Dental and Vision plans with 100% premium coverage for employees and their dependents
Short/Long-term disability and life insurance plans with 100% premium coverage for employees
FSA/HSA and 401k programs
Equity compensation
20 days of PTO per year
12 weeks of Parental Leave
Learning and Development budget
Monthly wellness benefits
Annual company-sponsored offsite
Daily in-office lunch through UberEats
Commuter benefits
Remote Fridays
Happy Hours and other local events