Director of Customer Success

🕒 February 20

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Reality Defender (YC W22)

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔐 Security

📱 Media

AI • Security • Media

Reality Defender is a company that provides multi-model and multimodal platforms for detecting AI-generated content. It offers services to enterprises, governments, and platforms to detect deepfakes and synthetic media across various modalities such as audio, video, images, and text. The solutions are designed to protect against the rapidly growing threat of AI-generated content used for fraud and disinformation. Reality Defender's tools are probabilistic, meaning they do not rely on watermarks or prior authentication to verify authenticity. The company focuses on industries like media, finance, and government to safeguard against AI-generated threats.

📋 Description

• Define and execute the overall Customer Success strategy aligned with company growth and retention goals. • Build, lead, and mentor a team of Customer Success Managers and onboarding specialists. • Develop scalable processes for onboarding, adoption, health monitoring, renewals, and expansion. • Drive expansion in existing customers through upselling existing capabilities, cross-selling new capabilities or driving adoption and utilization by our customers’ customers. • Establish and track KPIs, including retention, net revenue retention (NRR), adoption metrics, and customer satisfaction (CSAT/NPS). • Partner closely with Sales, Solutions Engineering, Product, and Support to ensure seamless customer lifecycle management. • Ensure compliance, security, and operational expectations are met for regulated customers. • Develop and implement low-touch/tech-touch programs to efficiently serve lower-tier and PLG segments while maintaining quality engagement • Create and execute customer advocacy programs, including reference programs, case studies, and advisory boards to amplify customer voice • Forecast renewals and expansion pipeline with accuracy, providing regular reporting to executive leadership on retention and growth metrics • Translate customer feedback and product usage data into actionable insights for Product and Engineering teams to influence roadmap priorities • Design and deliver Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) that demonstrate ROI and strategic value alignment

🎯 Requirements

• 6+ years of experience in Customer Success, Account Management, or related client-facing roles in B2B technology companies. • 2+ years of leadership experience managing and scaling customer success teams. • Experience supporting enterprise or government customers with complex technical solutions. • Proven track record of driving retention, expansion, and measurable customer outcomes. • Strong operational and analytical skills with experience building KPIs and reporting frameworks. • Excellent executive-level communication and relationship management skills. • Exceptional executive presence with ability to lead C-level conversations that drive strategic alignment and business value • Experience managing both high-touch enterprise accounts and scaled/digital customer success motions • Experience with technical SaaS products including APIs, integrations, webhooks, and cloud-based technologies; ability to bridge technical and non-technical conversations

🏖️ Benefits

• Healthcare plans with 100% premium coverage for employees and partial coverage available for dependents • Dental and Vision plans with 100% premium coverage for employees and their dependents • Short/Long-term disability and life insurance plans with 100% premium coverage for employees • FSA/HSA and 401k programs • Equity compensation • 20 days of PTO per year • 12 weeks of Parental Leave • Learning and Development budget • Monthly wellness benefits • Annual company-sponsored offsite • Daily in-office lunch through UberEats • Commuter benefits • Remote Fridays • Happy Hours and other local events