Director, Customer Success
New
D
DeepwatchCybersecurity
Location: RemoteFull-TimeDirector
SalaryThe anticipated base salary range for this role is $210,000 - $230,000. OTE 260-280k+ (consisting of base/commission (80/20) split) + stock options + benefits.
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Job Details
- Experience
- 7+ Years experience in consultative, customer success, or as a service delivery manager role in cybersecurity operations; 3+ years experience as a proven people leader
- Required Skills
- Project ManagementCybersecurityData AnalysisSalesforceCustomer SuccessBudget managementServiceNow
Requirements
- 7+ years experience in consultative, customer success, or service delivery management within cybersecurity operations.
- 3+ years experience as a proven people leader dedicated to team development, inclusion, and belonging.
- Experience with executive briefings at the Fortune 500 level.
- Exceptional verbal and written communication skills.
- Track record of rigorous decision-making and scaling in fast-paced environments.
- Experience with Salesforce, Gainsight, or ServiceNow.
- Experience utilizing mass communication/corporate notification systems and case management platforms.
- Experience setting and managing budgets for small and mid-sized teams.
- Willingness to travel 10-25%.
- Deep knowledge of security operations (SIEM, MDR, EDR) and MITRE ATT&CK framework (Preferred).
- Certifications in Customer Success, Change Management, or Project Management (Preferred).
Responsibilities
- Demonstrate impactful people leadership to oversee and resolve critical customer escalations and maximize client value.
- Cultivate a performance-driven, customer-obsessed team culture centered around innovation, ownership, and continuous improvement.
- Create and scale a comprehensive customer lifecycle program elevating engagement points throughout the customer journey.
- Develop and deploy innovative strategies and playbooks to optimize team efficiency and the Customer Success tech stack.
- Drive long-range planning, including team resourcing, organizational structure, and customer coverage modeling.
- Demonstrate customer ROI through strategic forums including EBRs, QBRs, and Annual Planning.
- Forecast renewals and expansions while monitoring health scoring and renewal pipelines.
- Drive portfolio growth through proactive revenue strategies, including the identification and execution of upsell and cross-sell motions.
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