Customer Success Director

What You'll Do

• 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.

Requirements

• Skills and Competencies: 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.
• Experience: 10+ years of Customer Success Management experience in a strategic customer-facing role. Enterprise Account Management experience. Experience working