Customer Success Director, SpyCloud

• Experience in driving key accounts and growing customer relationships is required
• Self-starter with a drive to succeed
• Strong interest in AI tools including Claude and ChatGPT
• Proven partnership building skills with an ability to grow and nurture executive and decision-maker level relationships
• Proficient in both oral and written communication, able to tailor message format and content to specific audience(s)
• Superior active listening skills
• Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously
• Excellent analytical capabilities to break down complex technical tasks into executable and measurable steps
• Creative problem solver, able to accomplish goals through a variety of processes and tools
• Strong technical aptitude with the capability of staying abreast of technical developments at SpyCloud
• Adept at dealing with complex Enterprise customer relationships and developing resolutions to critical matters
• 10+ years of Customer Success Management experience in a strategic customer-facing role
• Enterprise Account Management experience
• Experience working for a Software as a Service (SaaS) company
• Cybersecurity and ATO prevention experience is a plus
• BA/BS/Undergraduate degree required
• Competency with Google and Microsoft suites of business products

Desirable

• The Customer Success Director maintains a long-term relationship with SpyCloud’s customers to gain an understanding of the customer’s organization, overall impact on their business from online fraud, added business drivers, and their key product/service needs
• This is an ongoing customer relationship and strategy management role focused on increasing revenue while providing a solid continuum across all elements of the customer lifecycle
• Industry and Product Knowledge:
• Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services
• Relationship Management:
• Build, leverage, and sustain relationships with Enterprise customers and internal cross-functional teams to maximize success
• Account Planning and Execution:
• Co-create, execute, and oversee account plans to track customer opportunities, activities, and projects with the Product Success team
• Revenue Growth:
• Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion, and new product adoption
• Accurately forecast and achieve revenue goals by identifying upsell opportunities based on customer needs or new product rollouts
• Customer Engagement:
• Leverage company resources and executive relationships to win business as a team
• Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services
• Value Articulation:
• Effectively articulate value propositions, create interest, and generate excitement through customer presentations
• Customer Satisfaction:
• Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction
• Inform and report account status to Senior and Exec staff
• Strategic Solutions:
• Identify creative solutions for strategic accounts
• Inspire others within the organization