Director, Client Success

Blackpoint Cyber; United States; Remote; USD 167,000 - 213,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Life insurance

401k plan

Discretionary Time Off

Other minor perks

Job summary

Blackpoint Cyber is seeking a strategic and hands‑on Director of Client Success to lead the CS function and drive partner satisfaction, retention, and expansion. You will align onboarding, support, and account management with Sales, Product, and Technical Support, scaling with automation and AI tooling to maximize client value.

You will define and govern a metrics framework (NRR/GRR/TTV) and build AI‑assisted playbooks to reduce churn and accelerate expansion across the partner ecosystem.

Qualifications

• 8+ years in Customer Success or Account Management with 5+ years in a leadership role.
• Experience in cybersecurity or highly technical B2B SaaS environments.
• Proven ability to lead cross‑functional initiatives and drive measurable outcomes.
• Strong communication, analytical and executive presence for C‑suite audiences.
• Experience building AI‑assisted CS motions and automation programs.

Responsibilities

• Lead and scale the Client Success team with data‑driven decision making.
• Own the partner journey from onboarding to renewal with automation.
• Collaborate with Sales and Product to align on partner needs and AI signals.
• Develop CS playbooks, AI tooling standards, and a CoE framework.
• Use telemetry to surface adoption gaps, at‑risk accounts, and expansion.
• Define metrics: NRR, GRR, TTV, adoption scores, AI health scores.
• Deploy AI‑powered dashboards and predictive workflows to manage risk at scale.
• Build AI‑assisted onboarding sequences and digital engagement programs.

Skills

Leadership

Strategic thinking

Cross-functional collaboration

Data-driven decision making

Executive presence

AI tooling & governance

Customer success metrics (NRR/GRR)

Cybersecurity / MSP experience

Tools

LLM‑based tooling

AI dashboards

Job description

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learningsto bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode, fueled by a recent $190m series C round.

About the Role

We are seeking a strategic and hands‑on Director of Client Success to lead our Client Success function. This role will drive partner satisfaction, retention, and expansion by aligning onboarding, support, and account management efforts. You will partner cross‑functionally with Sales, Product, and Technical Support to ensure our clients realize maximum value from our platform. As an AI‑first leader, you will deploy automation, predictive analytics, and AI‑powered tooling to scale the CS function, reduce churn risk, and drive measurable business outcomes across Blackpoint’s partner ecosystem.

What You’ll Do

• Lead and scale the Client Success team, fostering a culture of accountability, data‑driven decision‑making, and excellence.
• Own the partner journey from onboarding through renewal, ensuring a seamless and increasingly automated experience.
• Partner with Sales and Product to align on partner needs, feedback loops, and AI‑derived signals.
• Develop and maintain CS playbooks, AI tooling standards, and a Center of Excellence (CoE) framework to drive operational consistency and repeatable outcomes across the team.
• Use platform telemetry and product usage signals to surface adoption gaps, at‑risk accounts, and expansion opportunities, shifting from reactive to predictive partner management.
• 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.
• Deploy and govern AI‑powered partner health dashboards, churn prediction models, and automated playbook workflows to proactively manage risk and expansion at scale.
• Build AI‑assisted onboarding sequences and digital engagement programs that scale partner coverage without proportional headcount growth.

What You’ll Bring

• 8+ years in Customer Success or Account Management, with 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.
• Strong 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.
• Analytical fluency: ability to interpret platform telemetry and usage data to derive account‑level and portfolio‑level insights and action plans.
• 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.
• Familiarity with AI governance, prompt engineering, or building with LLM‑based tooling is a plus.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races, colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status. We are committed to equality of opportunity in all aspects of employment. For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.

Compensation

$167.2K – $213K Offers Equity Offers Commission

The above sets forth the annual base salary range in USD for this role exclusive of any discretionary bonus that may be awarded. Actual compensation will be based on an assessment of factors including the successful candidate’s location, experience, skill, and other job‑related factors.