Director of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement a customer success strategy that aligns with MOXFIVE’s revenue and retention objectives.

• Create a client journey framework that encompasses post-incident onboarding, continuous advisory, and renewal processes.

• Establish and take ownership of KPIs related to renewals, retention, and account growth.

• Deploy CRM systems, health scoring metrics, playbooks, and other infrastructure for Customer Success.

• Lead and oversee a growing team of Customer Success Managers.

• Set objectives and align team incentives with retention and growth results.

• Act as the primary point of contact for high-priority accounts.

• Conduct quarterly business reviews with strategic clients.

• Serve as the senior escalation point for accounts at risk.

• Cultivate relationships with CISOs, IT leaders, and stakeholders involved in incident response.

• Collaborate with Sales and Technical teams on account planning, renewal forecasting, and identifying expansion opportunities.

• Work alongside Delivery and Operations to convert service quality into client satisfaction.

• Provide customer insights to Product and Marketing teams.

⛳️ Requirements

• 5–8+ years of progressively responsible experience in Customer Success, Account Management, or Client Services.

• Proven track record of positively impacting retention and revenue.

• 3+ years of experience managing and developing Customer Success or account management teams.

• History of fostering high-performing organizational cultures.

• Background in cybersecurity, IT services, consulting, or managed services.

• Capability to enhance retention and drive revenue growth in complex, relationship-driven accounts.

• Strong executive communication skills tailored for CISO and CRO audiences.

• Data-driven approach to decision-making.

• Practical experience with CRM and Customer Success platforms, with a preference for Salesforce.

• Experience in a cybersecurity services firm, VAR, or MSSP is advantageous.

• Experience in creating a Customer Success function from the ground up or near-ground level is a plus.

• Familiarity with the cyber insurance ecosystem is a bonus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career growth.

• Comprehensive health and wellness benefits.

• Flexible working arrangements.