Note: The job is a remote job and is open to candidates in USA. Deepwatch is a leader in managed security services, aiming to redefine cybersecurity with a focus on customer satisfaction and loyalty. The Director of Customer Success will lead a team to enhance the customer experience, ensuring a seamless post-sale journey while collaborating closely with cross-functional teams.
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
Skills
- 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%
- Experience leading customer success in an MSSP and/or MDR environment
- Deep knowledge of security operations (including threat landscapes and attack vectors) with hands-on knowledge of core security technologies (SIEM, MDR, EDR) and frameworks such as MITRE ATT&CK
- Certifications or formal training in Customer Success, Change Management, Project Management, or Leadership Development
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 2development dollars2 to support our people growth and development
- Wellness contests and monthly educational programs
- 401(K) retirement program
Company Overview