Head of Client Success

Blackpoint Cyber•,

2d•$167,200 - $213,000

About The Position

Blackpoint is looking for a Head of Client Success to lead and shape the future of our Client Success organization. This is fundamentally a leadership mandate: you will build a team capable of scaling with the business, set the strategic direction for how partners experience Blackpoint from day one through renewal, and establish the operating model that turns Client Success into a genuine driver of enterprise value rather than a cost center. The ideal candidate thinks in first principles. Rather than inheriting assumptions about how CS teams are structured or how coverage models should scale, you will question them, and rebuild what doesn't hold up. You will partner closely with Sales and Product, bringing sharp judgment and genuine fluency in product and technical tradeoffs to those conversations. And as an AI-first leader, you will use automation, predictive analytics, and modern tooling to scale the function well beyond what headcount alone could achieve.

Requirements

5+ years building and leading teams with experience in Customer Success, with a genuine track record of developing managers and growing organizational capability.
Exceptional strategic and first-principles thinking, with the judgment to step back from established process and rebuild it around what actually drives outcomes.
High emotional intelligence and sound business judgment, with the ability to read a room, navigate cross-functional complexity, and make strong calls under ambiguity.
Polished communication and executive presence, with genuine fluency in product, capable of translating technical nuance and roadmap tradeoffs into business impact for partners and the C-suite alike.
Experience operating in a highly technical B2B SaaS environment; exposure to cybersecurity or the MSP channel is a plus, not a requirement.
Strong analytical fluency, with the ability to interpret platform telemetry and usage data into account-level and portfolio-level insight.
A demonstrated record of owning and improving NRR, GRR, and expansion revenue within a high-growth SaaS environment.
Experience building AI-assisted CS motions, automated digital-touch programs, and LLM-assisted workflows and intervention playbooks.

Nice To Haves

An MBA and prior management consulting experience are strongly preferred.
Familiarity with AI governance, prompt engineering, or LLM-based tooling is a plus.

Responsibilities

Build and lead a high-performing Client Success organization, hiring exceptional managers, developing talent, and instilling a culture of rigor, ownership, and excellence.
Define the strategic vision and operating model for the partner journey, from onboarding through renewal, ensuring the experience becomes more seamless and more automated over time.
Bring first-principles thinking to how the function scales, challenging legacy assumptions about team structure, coverage, and where human judgment versus automation creates the most value.
Partner with Sales and Product on partner needs, feedback loops, and AI-derived signals, serving as a credible and informed voice on product direction and roadmap tradeoffs.
Develop effective CS operations, AI tooling standards, and a Center of Excellence framework that drive consistency and repeatable outcomes across the team.
Use platform telemetry and usage signals to surface adoption gaps, at-risk accounts, and expansion opportunities, moving the function from reactive to predictive.
Own a comprehensive metrics framework spanning Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Time to Value (TTV), product adoption, and AI-generated health scores.
Deploy and govern AI-powered health dashboards, churn prediction models, and automated playbook workflows that manage risk and expansion at scale.
Build AI-assisted onboarding sequences and digital engagement programs that extend partner coverage without proportional headcount growth.