Director of Customer Success

Who You Are

You've built client relationships in high-stakes environments where credibility is hard-won, and expectations don't drop after the engagement ends. You know how to take a post incident moment and turn it into a long-term partnership that grows and expands our cyber and IT footprint.

You speak the language of CISOs, IT leaders, and financial buyers and you know what it takes to earn their confidence when the pressure has passed and the real work begins. You're as comfortable building a retention playbook from scratch as you are presenting expansion metrics to a CRO.

You've led CS functions before. You know that real client loyalty, the kind that shows up in net retention and renewal rates, takes sharp strategy and the willingness to roll up your sleeves. You don't wait for the process to exist. You build it.

Who You Are

You've spent your career turning high-stakes client relationships into something lasting - in industries where trust isn't given, it's earned. You don't just manage accounts. You build the systems and relationships that keep clients coming back, expanding their book, and becoming long-term the company fans.

You know how to take a fragile post-incident moment and turn it into a long-term partnership. You speak the language of CISOs, IT leaders, and financial buyers - and you know what it takes to earn confidence when the pressure has passed and the real work begins. You're as comfortable building a retention playbook from scratch as you are presenting expansion metrics to a CRO.

You've led CS functions before. You know that real client loyalty - the kind that shows up in net retention and renewal rates - takes sharp strategy and the willingness to roll up your sleeves. You don't wait for the process to exist. You build it.

Why You Matter

You'll be joining the company as Director of Customer Success, owning the strategy and execution that defines how clients experience us after the initial engagement. The company operates at the intersection of high-stakes incident response, technical advisory, and the legal and insurance ecosystems that activate when organizations are most vulnerable.

Our clients come to us in crisis. Your job is to make sure they stay with us for what comes next. This isn't a role that inherits a mature playbook. You'll be building, scaling, and leading defining what a high-performance CS function looks like for a company whose differentiation is deep, real, and still being fully expressed.

What You'll Do

Strategy & Operations

• Define and execute a customer success strategy built around the company's revenue and retention goals - one that reflects the urgency and complexity of our client relationships

• Build the client journey framework from the ground up: post-incident onboarding, ongoing advisory, and renewal architecture

• Establish and own the KPIs that matter to promote client renewals, retention, and account expansion for key offerings

• Implement the tooling and infrastructure - CRM, health scoring, playbooks - that give your team the operating foundation to perform

Team Leadership

• Lead and manage a growing team of Customer Success Managers with a culture built on accountability, client empathy, and continuous improvement

• Set and manage to goals that align team incentives with retention and growth outcomes

• Be the kind of leader who makes the people around you better - at the work and at the craft

Client Engagement

• Serve as primary POC for top-tier accounts, showing up with the authority and credibility those relationships demand

• Lead quarterly business reviews with strategic clients, conversations that reinforce the company's value and open doors to the next opportunity

• Act as the senior escalation point for at-risk accounts, bringing calm and clarity when it matters most

• Build trusted, lasting relationships with CISOs, IT leaders, and incident response stakeholders who have high expectations and long memories

Cross-Functional Collaboration

• Partner with Sales and Technical resources on account planning, renewal forecasting, and expansion pipeline - a true peer relationship, not a handoff

• Work with Delivery and Operations so that service quality translates reliably into client satisfaction

• Bring the voice of the customer to Product and Marketing with enough specificity to move decisions

What You'll Bring

• 5–8+ years of progressive experience in Customer Success, Account Management, or Client Services, with demonstrated impact on retention and revenue

• 3+ years managing and developing CS or account management teams, with a track record of building high-performing cultures

• Experience in cybersecurity, IT services, consulting, or managed services, ideally in environments where the stakes are high and the clients are sophisticated

• A proven ability to drive retention improvement and expand revenue in complex, relationship-driven accounts

• Executive communication skills that hold the room, whether you're in a QBR with a CISO or presenting pipeline to a CRO

• A data-driven mindset with hands-on experience using CRM (Salesforce preferred) and CS platforms to turn signals into action

Bonus points for

• Experience at a cybersecurity services firm, VAR, or MSSP

• A track record of building a CS function from scratch or near-scratch, and the hard-won perspective that comes with it

• Bachelor’s or technical graduate degree

• Working knowledge of the cyber insurance ecosystem and the stakeholders who operate within it