Director of Customer Success

🕒 August 11

🇺🇸 United States – Remote

💵 $150k - $170k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 17%

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MOXFIVE

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

MOXFIVE is a cybersecurity incident response and resilience provider that helps organizations rapidly manage ransomware attacks and other cyber incidents. They combine a proprietary platform with expert Technical Advisors to centralize incident management, forensics, recovery, and remediation while providing visibility into milestones, costs, and workstreams. MOXFIVE also delivers advisory services to improve security posture and business resilience, and serves enterprise and SMB clients through B2B engagements.

📋 Description

• Define and execute a customer success strategy aligned with MOXFIVE’s revenue and retention goals • Build the client journey framework covering post-incident onboarding, ongoing advisory, and renewals • Establish and own KPIs for renewals, retention, and account expansion • Implement CRM, health scoring, playbooks, and other CS infrastructure • Lead and manage a growing team of Customer Success Managers • Set goals and align team incentives with retention and growth outcomes • Serve as primary point of contact for top-tier accounts • Lead quarterly business reviews with strategic clients • Act as senior escalation point for at-risk accounts • Build relationships with CISOs, IT leaders, and incident response stakeholders • Partner with Sales and Technical teams on account planning, renewal forecasting, and expansion pipeline • Work with Delivery and Operations to translate service quality into client satisfaction • Bring customer insights to Product and Marketing

🎯 Requirements

• 5–8+ years of progressive experience in Customer Success, Account Management, or Client Services • Demonstrated impact on retention and revenue • 3+ years managing and developing Customer Success or account management teams • Track record of building high-performing cultures • Experience in cybersecurity, IT services, consulting, or managed services • Ability to drive retention improvement and revenue expansion in complex relationship-driven accounts • Executive communication skills for CISO and CRO audiences • Data-driven mindset • Hands-on experience with CRM and Customer Success platforms; Salesforce preferred • Experience at a cybersecurity services firm, VAR, or MSSP is a bonus • Experience building a Customer Success function from scratch or near-scratch is a bonus • Working knowledge of the cyber insurance ecosystem is a bonus

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