VP of Customer Success - Americas



Customer Service, Sales & Business Development
Austin, TX, USA
Posted on Thursday, May 30, 2024

VP of Customer Success - Americas

Location: Austin | Remote

Reporting to : SVP, Customer Success

Company Mission :
SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

As the Vice President of Customer Success at SpyCloud, you will play a vital role in ensuring the success and satisfaction of our customers. Your strategic vision, customer-centric mindset, and leadership skills will be instrumental in driving customer retention, expansion, and overall customer loyalty.

If you are a strategic customer success leader with a passion for cybersecurity and a drive to excel in a dynamic industry, we invite you to join our team at SpyCloud. Together, we will continue to protect digital identities and defend against cyber threats on a global scale.

What you’ll do :

  • Customer Success Strategy: Continue to enhance and grow a comprehensive customer success strategy aligned with the company's vision and business objectives.
  • Customer Engagement: Establish and maintain strong relationships with key customers, serving as their trusted advisor and advocate.
  • Customer Retention: Drive customer retention efforts, avoiding churn and ensuring long-term customer satisfaction.
  • Customer Expansion: Identify upsell and cross-sell opportunities, collaborating with sales to drive customer expansion and revenue growth.
  • Customer Lifecycle: Manage customer relationships including overseeing customer lifecycle and adoption processes expanding security footprint using SpyCloud services.
  • Customer Health Monitoring: Monitor customer health and identify at-risk customers, taking proactive measures to address issues.
  • Customer Feedback: Collect and analyze customer feedback to gather insights, identify trends, and drive product and service improvements.
  • Customer Success, Americas Team Leadership: Lead and mentor the Customer Success, Americas team, fostering a culture of customer-centricity and continuous improvement.
  • Customer Advocacy: Promote customer success stories, testimonials, and case studies to highlight SpyCloud's impact on customer organizations.
  • Cross-functional Collaboration: Collaborate closely with all internal teams and stakeholders as the voice of the customer to drive satisfaction and address needs effectively.

Key Requirements:

  • Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
  • Minimum 12+ years of progressive customer success leadership experience in addition to background in sales, account management, project management or a related leadership role, preferably in the cybersecurity or technology industry.
  • Strong understanding of cybersecurity concepts and the ability to effectively communicate them to customers.
  • Proven track record of successfully leading customer success teams and driving customer retention and expansion.
  • Excellent leadership and team-building skills, capable of motivating and guiding a diverse customer success team.
  • Exceptional communication and interpersonal skills, with the ability to engage effectively with customers and internal stakeholders.
  • Experience in driving customer advocacy and leveraging customer success stories for business growth.
  • Prior experience as a Vice President or similar executive role in customer success is required.

We are not currently sponsoring Visas for candidates.

Benefits + Perks

We also look to ensure all SpyCloud employees have the support and benefits they need to stay focused on the mission. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we also offer our employees a comprehensive benefits package that includes:


Health, Vision and Dental Insurance

Generous PTO Plan

In-office meals provided

Who We Are

SpyCloud is a place for innovative, collaborative and problem-solvers to thrive. Individually we’re amazing but together, we’re unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action “at will” employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Our culture is something really special. We support a truly worthy and serious mission, but we have fun doing it together. If you are driven, inventive, and collaborative, you’ll fit right in. To learn more and see insights on your company’s exposed data, visit spycloud.com.

SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud's employees to perform their job duties may result in discipline up to and including discharge.

SpyCloud shares the right to work and participates in the E-Verify program in all locations.

If you need assistance or accommodation due to a disability, you may contact us.

SpyCloud’s Recruitment Policy: We will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email careers@spycloud.com.

Compensation Transparency Policy: At SpyCloud, we believe in transparency and fairness in compensation. We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure. We are committed to providing competitive salaries and benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters.