Director, Customer Success
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Job Description
Director leading the Customer Success team at cybersecurity company Deepwatch. Driving customer satisfaction, loyalty, and operational excellence in service delivery.
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.
- Attract, mentor, and inspire a high-performing technical team providing regular career development planning sessions and serving as a role model of Deepwatch’s Core Values.
- Create and scale a comprehensive customer lifecycle program elevating engagement points throughout the customer journey to enhance retention, satisfaction, and growth.
- Develop and deploy innovative strategies and playbooks to eliminate bottlenecks, boost team efficiency, and optimize 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, SKO and Annual Planning.
- Manage and align expectations with customer leadership to ensure clear communication and accountability.
- Represent the Deepwatch brand and company to customers, prospects, and strategic partners.
- Maintain high standards of data integrity across all reporting, ensuring accuracy and leveraging key performance metrics to inform strategic business decisions.
- Forecast renewals and expansions; monitor health scoring, renewal pipelines, and conversion signals.
- Provide guidance on technical requirements and solution forecasting to inform budgeting and resource allocation.
- Drive portfolio growth through proactive revenue strategies, including the identification and execution of upsell and cross-sell motions; you will empower the team to map Deepwatch solutions to evolving client security maturity.
- Drive synergy across Product, Sales, Security Operations, Marketing and other key business units to resolve complex issues, ensure a cohesive customer experience and provide efficient hand-offs.
- Inspire a voice of the customer approach throughout the organization and serve as a liaison between departments, representing the best interests of customers.
- Maximize portfolio value by driving the adoption and enablement of Deepwatch capabilities.
Requirements:
- 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 dedicated to team development, inclusion and belonging
- Possess experience with executive briefings at the Fortune 500 level, demonstrating exceptional verbal and written communication skills to craft clear, concise, and impactful messaging for senior leadership.
- Demonstrate a track record of rigorous decision-making and ownership, with an ability to deliver high-quality results while building and scaling in fast-paced environments.
- Possess the ability to manage complex issues, coordinate solutions across multiple business lines, and maintain productivity during times of high activity.
- Be highly data-driven, maintaining high standards of data integrity across reporting, and leveraging key performance metrics, customer health scores, and reporting tools like Salesforce, Gainsight, or ServiceNow to improve decision-making.
- Exhibit a passion for continuous learning and the ability to identify the best tools to solve complex problems.
- Possess experience utilizing mass communication/corporate notification systems and case management platforms.
- Possess experience setting and managing budgets for small and mid-sized teams.
- Are willing and able to travel 10 - 25%.
Benefits:
- Medical, dental, vision, and disability insurance
- Flexible Time Off (FTO), 12 company holidays, sick leave and 8-Weeks Paid Parental Leave
- Unique professional development benefits with Annual “development dollars” to support our people growth and development
- Wellness contests and monthly educational programs
- 401(K) retirement program
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