Blackpoint Cyber
cybersecurity
Director,ClientSuccess
“Director, Client Success at Blackpoint Cyber. Skills: Client Success, AI, Leadership, Cybersecurity. Lead and scale Client Success team. Own partner journey from onboarding through renewal”
What You'll Achieve.
drive partner satisfaction, retention, and expansion; ensure our clients realize maximum value from our platform; scale the CS function; reduce churn risk; drive measurable business outcomes; fostering a culture of accountability, data-driven decision-making, and excellence; ensuring a seamless and increasingly automated experience; drive operational consistency and repeatable outcomes across the team; Define and track a comprehensive metrics framework: Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Time-to-Value (TTV), product adoption scores, and AI-generated partner health scores; scale partner coverage without proportional headcount growth
Industry & Context.
Analytical fluency; interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans; surface adoption gaps, at-risk accounts, and expansion opportunities; shifting from reactive to predictive partner management; proactively manage risk and expansion at scale
What They're Looking For.
Must Have
8+ years in Customer Success or Account Management, 5+ years in a leadership role, Demonstrated track record in cybersecurity & MSP-focused environments, or with a clear demonstrated ability to operate in a highly technical B2B product environment, Proven ability to lead cross-functional initiatives and drive measurable outcomes, communication, analytical, and executive presence skills, including the ability to present data-driven outcomes to C-suite stakeholders, Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans, Demonstrated experience building AI-assisted CS motions, automated digital-touch programs, LLM-assisted workflows, and AI-driven intervention playbooks, Track record of owning and improving NRR, GRR, and expansion revenue in a high-growth SaaS or cybersecurity environment, Experience communicating AI-driven value and ROI to C-suite stakeholders, moving conversations from feature adoption to quantifiable business outcomes
Nice to Have
Familiarity with AI governance, prompt engineering, or building with LLM-based tooling is a plus
What You'll Do.
Lead and scale Client Success team
Own partner journey from onboarding through renewal
Partner with Sales and Product on needs
Develop and maintain CS playbooks
Use platform telemetry to surface gaps
Define and track metrics framework
Deploy AI-powered dashboards
Build AI-assisted onboarding sequences
How You'll Work.
Team & Collaboration
Partner cross-functionally with Sales, Product, and Technical Support; Partner with Sales and Product to align on partner needs, feedback loops, and AI-derived signals
Communication Scope
communication; executive presence; present data-driven outcomes to C-suite stakeholders; Experience communicating AI-driven value and ROI to C-suite stakeholders
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