Director of Customer Success, SpyCloud

• 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

Desirable

• 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
• 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
• 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