Director, Customer Success – US Commercial

SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further! The Director, Customer Success – US Commercial is a player-coach role responsible for driving retention, growth, and customer value across SpyCloud’s US Enterprise and Midmarket segments. This leader will: Manage and develop a team of three enterprise senior customer success managers (one with team lead responsibilities). Directly own a portfolio of 10–15 high-impact Enterprise customers. Drive predictable renewals, strategic expansion, and measurable customer outcomes. Help shape the future of Customer Success strategy, process, and execution at SpyCloud. This is a hands-on leadership role designed for a proven enterprise Customer Success leader who thrives in high-growth SaaS environments and is comfortable balancing executive engagement, operational rigor, and team development. What You'll Do: Team Leadership & Organizational Impact Lead and develop a team of Senior Enterprise CSMs responsible for complex, high-value accounts. Manage and coach the US Commercial Team Lead, ensuring scalable, consistent customer coverage across mid-market accounts. Conduct regular 1:1s focused on performance management, skill development, and career progression. Drive accountability to retention, NRR, adoption, and expansion targets across segments. Standardize and scale best practices including success planning, QBR/EBR frameworks, renewal management, and executive engagement. Serve as an escalation point for strategic customer issues and executive-level concerns. Partner with Sales Leadership on territory alignment, account allocation, and expansion strategy. Influence CS strategy, tooling, segmentation, and coverage models as the organization scales. Strategic Account Ownership (Player-Coach Model) Personally manage a portfolio of approximately 10–15 high-impact Enterprise customers. Build trusted advisor relationships with CISOs, Security Operations leaders, Fraud teams, and C-level stakeholders. Drive measurable business outcomes tied to identity threat prevention, account takeover mitigation, and operational risk reduction. Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) focused on ROI, risk reduction metrics, and strategic alignment. Identify and drive expansion opportunities in partnership with Account Executives. Own renewal strategy and execution, ensuring high retention and growth across assigned accounts. Accurately forecast renewals, expansion pipeline, and account health using Salesforce and CS tooling. Cross-Functional Leadership Collaborates closely with Sales, Product, and Product Success to ensure customer feedback informs roadmap and GTM strategy. Supports Value Creation projects execution and strategy to achieve growth and retention objectives. Partners with Product on early access programs, beta participation, and strategic customer feedback loops. Drive alignment between CS, PS, and Revenue teams around expansion and retention strategy. Requirements: 8+ years in Customer Success, Account Management, or enterprise-facing SaaS roles. 3+ years leading or mentoring high-performing CS teams (formal management experience required). Proven success managing Enterprise security, cybersecurity, fraud, or risk-focused accounts. Demonstrated ownership of renewal and expansion targets with measurable NRR impact. Experience leading executive-level conversations with CISOs, CIOs, and other C-suite stakeholders. Strong operational rigor: forecasting, pipeline visibility, and performance management. Experience in high-growth SaaS environments. Nice to Have: Background in cybersecurity, identity security, fraud prevention, or risk intelligence. Experience leading segmented teams (Enterprise + Commercial/Mid-Market). Familiarity with tools such as Salesforce, Gainsight, Zendesk, and other CS tech stacks. Experience building or refining CS playbooks and success methodologies. SpyCloud is not sponsoring visas at this time. U.S.-Based Benefits + Perks (for Full Time Employees): At SpyCloud, we are committed to working alongside individuals who are equally passionate about preventing cybercrime, regardless of their department or role. Guided by our core values in all business decisions, we prioritize unity in our mission and ensure all SpyCloud employees have the support and benefits they need to stay focused on our goals. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we offer our employees a comprehensive benefits package that includes: 401(k) with Employer Contribution Health, Vision, and Dental Insurance Health Savings Account (HSA) available with Employer Contribution Employer Paid Life, Short-term, and Long-term Disability Insurance Generous PTO Plan and 16 paid holidays per year U.K.-Based Benefits + Perks (for Full Time Employees): Retirement Savings Plan with Employer Contribution Employer Provided Private Health Insurance and Healthcare Cashplan Employer Paid Life Insurance and Income Replacement Generous Holiday Plan and 14 paid holidays per year About SpyCloud: SpyCloud transforms recaptured darknet data to disrupt cybercrime. Its automated identity threat protection solutions leverage advanced analytics and AI to proactively prevent ransomware and account takeover, detect insider threats, safeguard employee and consumer identities, and accelerate cybercrime investigations. SpyCloud's data from breaches, malware-infected devices, and successful phishes also powers many popular dark web monitoring and identity theft protection offerings. Customers include seven of the Fortune 10, along with hundreds of global enterprises, mid-sized companies, and government agencies worldwide. Headquartered in Austin, TX, SpyCloud is home to more than 200 cybersecurity experts whose mission is to protect businesses and consumers from the stolen identity data criminals are using to target them now. To learn more and see insights on your company’s exposed data, visit spycloud.com. Our Mission: Our mission is to make the internet a safer place by disrupting the criminal underground. Together with our customers and partners, we aim to end criminals’ ability to profit from stolen information. Who We Are: SpyCloud is a place for innovative, collaborative, and problem-solvers to thrive. Individually, we’re amazing, but together, we’re unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities, and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud's employees to perform their job duties may result in discipline up to and including discharge. SpyCloud shares the right to work and participates in the E-Verify program in all locations. If you need assistance or accommodation due to a disability, you may contact us. Our Culture: Our culture is something really special. We’re all driven to disrupt the cybercriminal economy as we keep customer accounts safe from compromise. We support a truly worthy and serious mission, but we have fun doing it together. If you are driven, inventive, and collaborative, you’ll fit right in. SpyCloud’s Recruitment Policy: We will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email careers@spycloud.com. Compensation Transparency Policy: At SpyCloud, we believe in transparency and fairness in compensation. We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure. We are committed to providing competitive salaries and benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters. Learn more and apply: SpyCloud Careers For applicants residing in California, please click here to read SpyCloud's CCPA Notice.