Director, Customer Success

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Deepwatch

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

🏢 Enterprise

🔐 Security

Cybersecurity • Enterprise • Security

Deepwatch is a leading managed security platform for the cyber resilient enterprise. The company integrates detection and awareness technologies with effective responses to provide seamless enterprise protection. Deepwatch offers managed detection and response, endpoint detection and response, vulnerability management, and managed firewall services. With Deepwatch, companies can expect reduced false positives, improved security posture, and exceptional ROI. The platform combines cutting-edge software, industry-leading security technologies, and a dedicated expert team to ensure comprehensive protection across all fronts. Deepwatch positions itself as an extension of its clients' teams, offering services from advanced threat detection and response to personalized security programs tailored to each business's risk tolerance and resources.

📋 Description

• 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.

🎯 Requirements

• 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%.

🏖️ 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 “development dollars” to support our people growth and development • Wellness contests and monthly educational programs • 401(K) retirement program