Head of Customer Success

| Austin
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About SpyCloud

SpyCloud is a startup with a big mission: to significantly disrupt the cybercriminal economy to eliminate the loss of money, time, and reputation due to online fraud – and ultimately to make the internet a safer place for individuals and businesses.

Description

SpyCloud is seeking a passionate and visionary Head of Customer Success who has hands-on experience building a world-class customer success team in a rapidly growing SaaS-based organization. We are looking for a member to add to the leadership team who will continue to develop our global customer success team into a strategic, differentiated organization focused on delivering growth by assuring renewals, post-sales success, loyalty, expansion and new product adoption.

As Head of Customer Success you will own, drive and implement successful outcomes for all of our customers globally. You are equally comfortable being hands on and strategic. You are a leader who revels in building and implementing infrastructure to provide world-class customer retention, support, training, and advocacy. You do all the above while keeping an eye on the right KPIs and outcomes for your team.

Responsibilities

  • Nurture and drive repeat renewals through long-term customer relationships
  • Expand adoption of, and recognition of the value of, SpyCloud solutions within existing customers through training.
  • Build, implement and deliver consultative support processes which enable us to understand and anticipate customer needs, identifies root causes and drives solutions to increase customer satisfaction.
  • Develop and measure meaningful KPIs, to enable the team and company to prioritize customer needs and to ensure performance of the team.
  • Work with Engineering and Cloud Ops to refine the Customer experience with our SaaS products.
  • Build processes to gather and address customer feedback, business improvement initiatives and automation.
  • Build strong internal partnerships with cross functional groups to drive customer success goals: sales, pre-sales, business development, channels, product management, engineering, finance, legal, IT, HR, marketing, and senior management

What You Bring

  • Proven track record of developing, leading, and scaling a Customer Success team in a startup SaaS environment, preferably in cybersecurity.
  • Strong technical skills which allow you to engage credibly with technical teams on implementation and support issues.
  • 5+years of management experience leading, coaching & developing a high performing team.
  • Passion for using operational metrics and process improvement to support key decisions and drive organizational transformation.
  • Knowledge of the right way to prioritize and inform the executive team of customer expectations and key service issues.
  • High integrity leadership, ability to set a clear vision for the group, plan, hire, manage, and inspire teams to achieve extraordinary results.
  • Demonstrated ability to collaborate with sales and other cross-functional teams to achieve on aligned business goals. 
  • Candidates already based in Austin strongly preferred.  We cannot provide relocation at this time.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • PythonLanguages
    • RustLanguages
    • jQueryLibraries
    • ReactLibraries
    • Pyramid Web FrameworkFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • RedisDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM

Location

There are few places more Austin than South Congress Avenue. Our HQ is walking distance from local restaurants, shopping & close to downtown.

An Insider's view of SpyCloud

What’s the vibe like in the office?

It's been a joy getting to work with passionate, intelligent and creative coworkers, who also value a great sense of humor. The convenient location on S 1st, free lunches and unlimited supply of La Croix definitely adds to the awesomeness!

Melanie

Executive Assistant

How do you collaborate with other teams in the company?

There are no silos at SpyCloud. Everyone is aligned, focused on: build a great company; deliver value to customers. It emanates from shared cultural values among everyone. That makes collaboration among teams easy. Everyone rolls up their sleeves, works together regardless of team, and gets things done. We deliver results, as a team.

Ted N.

Business Development Manager

What makes someone successful on your team?

Technical challenges are plenty at SpyCloud but the key to success is working as a high functioning and cohesive team. We strive to improve together and this starts with each of us. Being driven, curious, flexible, and humble are all qualities for success at SpyCloud. Any challenge can be tackled with the right team supporting you!

Ronak

Vice President of Engineering

How would you describe the company’s work-life balance?

Our teams are highly collaborative, while respecting individuals’ personal space and the need to hunker down to get stuff done. We enjoy working in our open space, coming and going as we need to get work done when we're most productive. That flexibility gives us ample time to collaborate with coworkers while still allowing quality time with family.

Chris

Chief Strategy Officer

What are SpyCloud Perks + Benefits

SpyCloud Benefits Overview

We believe that healthy, happy employees are the most creative and productive, so if you come to work with us, expect some great perks!

Culture
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
SpyCloud is proud to offer a 401(k) with choices including managed portfolios or index funds.
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Your best inspiration may not come between 8am & 5pm (our core hours)! SpyCloud believes in allowing you to have a flexible work schedule that includes varied start times, times of day or locations!
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Free Daily Meals
Daily lunches mean we get to enjoy each other company and food from many of Austin's great eateries. Friday breakfasts add an extra burst of energy to finish work before we go into the weekend.
Stocked Kitchen
We keep our kitchen stocked with coffee and tea, delicious snacks, and an impressive array of beverages!
Some Meals Provided
Happy Hours
Parking
Our prime location offers ample onsite and nearby onstreet parking.
Pet Friendly
We love the soulful eyes and exuberant personalities of our SpyCloud canines. 3 Corgis are just the beginning of the awesomeness of SpyCloud Pets.
Relocation Assistance
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Promote from within

Additional Perks + Benefits

We are passionate about solving hard problems, building a company culture that promotes the best in our employees, and creating products that delight our customers.

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