Customer Success Director

Austin, TX

Job Description/Summary:

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.  Experience in driving key accounts and growing client relationships is required.

Primary Responsibilities:

• Maintain solid industry knowledge and a comprehensive understanding of SpyCloud products and services

• Build, leverage and sustain relationships with customers and internal cross functional teams to maximize success

• Create, execute and oversee account plans to track customer opportunities, activities and projects and ensure engagement by appropriate parties throughout

• Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion and new product adoption
• Leverage company resources and executive relationships to win the business as a team

• Continually capture and monitor customer business drivers to ensure optimal solutions and further customer engagement with SpyCloud products/services
• Accurately forecast and achieve revenue goals by identifying up sell opportunities based on needs of the customer or new production rollouts
• Effectively articulate value propositions, create interest and generate excitement through customer presentations
• Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction
• Inform and report account status up to Senior and Exec staff
• Identify creative solutions for strategic accounts
• Inspire others

Key Qualifications and Requirements:

• Self starter with a drive to succeed
• Proven partnership building skills with an ability to grow and nurture executive and decision-maker level relationships
• Must be proficient in both oral and written communication and able to tailor message format and content to specific audience(s)
• Superior active listening skills are required
• Exceptional organizational skills and ability to manage multiple projects with multiple deadlines simultaneously
• Excellent analytical capabilities to breakdown complex technical tasks into executable and measureable steps
• Creative problem solver, able to accomplish goals through a variety of processes and tools
• Strong technical aptitude with the capability of talking to and staying abreast of technical developments at SpyCloud
• Adept at dealing with complex customer relationships and developing resolution to critical matters

Highly Desired Skills: 

• 10+ years of Customer Success Management experience in a strategic client facing role
• Experience working for a Software as a Service (SaaS) company
• Cyber security and ATO prevention experience a plus

Education:

• BA/BS/Undergraduate
• Competency with Microsoft's suite of business products
• Salesforce and Zendesk experience is a plus