Director of Customer Success , Reality Defender
$180-220k
+ Equity compensation
More information about location
Enterprise-grade deepfake detection
Open for applications
Enterprise-grade deepfake detection
21-100 employees
Open for applications
$180-220k
+ Equity compensation
More information about location
21-100 employees
Company mission
To help companies, governments, and journalists determine if media is real or fake, focusing on audio, video and image manipulation.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Reality Defender was born out of The AI Foundation to help protect the 2020 US Elections from the threat of deepfakes. It officially launched as a company in 2021, based in New York. Today there continues to be a genuine issue where the public cannot decipher what is true or false online due to the existence of easily-created deepfakes.
Reality Defender's platform empowers enterprises to highlight and flag fraudulent users and content found online. Its API and app also provide risk scoring, reporting, and forensics review.
Reality Defender was selected as part of Y Combinator’s 2022 batch, the same backing received by Monzo, Airbnb and Stripe in their early days. This backing, paired with the founding team’s experience of over twenty years at Google, Goldman Sachs, and the Intelligence Community, as well as its 2023 award win, has worked well for this early-stage startup.
Freddie
Company Specialist at Welcome to the Jungle
Company
Company 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
Company HQ
Manhattan, New York, NY
Leadership
Gaurav Bharaj
(Co-Founder & Advisor)Previously the Chief Science Officer at Flawless, the Vice President of Research for The AI Foundation and a Senior Researcher for Technicolor.
Ali Shahriyari
(Co-Founder & Advisor)Previously acted as the Director of Product for The AI Foundation and as a Vice President for Originate.
Ben Colman
(Co-Founder & CEO)Co-founded PlaceAVote. Previously acted as NYC Lead for Xoogler.co, CEO for Convertix, and Vice President for Goldman Sachs.
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