Director, Customer Success

Director, Customer Success

Location: Remote

Reports to: CRO

The Director of Customer Success will lead our Customer Success team, driving the strategic vision and operational excellence of a world-class organization at Deepwatch. As a pivotal leadership role at the intersection of customer experience, cybersecurity innovation, and GTM excellence, the Director will oversee a high-impact team of Customer Success Managers responsible for driving adoption, satisfaction, and retention across strategic accounts.

The core objective of this role is to elevate customer satisfaction, loyalty, and to transform the entire customer experience. To deliver on these outcomes, the Director will ensure a seamless post-sale customer journey, maximizing the value clients derive from Deepwatch services while strengthening long-term relationships built on trust and strategic partnership. This position requires close cross-functional collaboration with Sales, Product, Engineering, and Security Operations, and will report directly to the Chief Revenue Officer (CRO).

In this role, you’ll get to:

Strategic Leadership:

• 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.

Operational Excellence:

• 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.

Executive Engagement: 

• 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.

Delivery  Accountability: 

• 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.

Cross-Functional Partnership: 

• 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.

To be successful in this role, you’ll need to:

• 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%.

What will make you stand out: 

• 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.

Statutory Pay Disclosure:

The anticipated base salary range for this role is $210,000 - $230,000. OTE 260-280k+ (consisting of base/commission (80/20) split) + stock options + benefits. Actual compensation may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level.

ITAR Compliance

“This position will have access to customer data and as such is subject to International Traffic in Arms Regulations (ITAR). Upon application, candidates will be asked to confirm that they are a U.S. Person as defined by the following:

• A citizen of the U.S.;
• A lawful permanent resident of the United States; 
• A person admitted to the United States as a refugee; or
• A person that has been granted asylum by the United States government.”

The intent of this requirement is not to verify employment eligibility overall, but to ensure compliance with import/export regulations. If you do not meet these requirements, we encourage you to apply for other open roles at Deepwatch. This information will be verified upon offer of employment.”