Senior Digital Customer Success Program Manager

SpyCloud; Austin (TX); On-site; USD 92,000 - 138,000; Full time

Benefits offered by this job

401(k) with Employer Contribution

Health, Vision, and Dental Insurance

HSA available with Employer Contrib.

Employer‑Paid Life, Short-term, and LT

Disability Insurance

Generous PTO & 16 holidays

Job summary

SpyCloud is seeking a Senior Digital Customer Success Program Manager in Austin, TX with remote work options. You will design and iterate the digital CS engagement model, drive renewals and expansions, and partner with CS Ops/RevOps to report on program health and impact.

You’ll balance automation with high-touch care while forecasting revenue and optimizing customer outcomes. You’ll collaborate with cross-functional teams, manage a live book of accounts, and leverage AI tools to improve

Qualifications

• Self-starter who can operate without a fully built playbook.
• Strong interest in AI tools including Claude and ChatGPT.
• Comfortable designing processes and doing hands-on account work.
• Proficient in oral and written communication, tailoring messages to audiences.
• Strong analytical skills with utilization/capacity data and engagement metrics.
• Able to manage a live book of accounts while iterating on a broader program.
• Creative problem solver who can achieve goals with various tools.

Responsibilities

• Design, launch, and iterate the digital CS engagement model for the digital customer segment, including onboarding through renewal risk escalation.
• Own renewal, adoption, and expansion outcomes for a defined set of customers.
• Collaborate with CS Ops/RevOps to build reporting on program health and impact.
• Forecast and drive revenue growth by identifying upsell opportunities and improving product adoption.
• Report on program performance and account health to CS leadership and determine escalation needs.
• Anticipate customer needs and drive solutions to ensure satisfaction and inform seniors.
• Identify creative digital CS solutions to inspire others in the organization.

Skills

Self-starter

AI tools

Process design

Communication skills

Analytical skills

Account management

Creative problem solving

Tools

Outreach

HubSpot

Job description

Senior Digital Customer Success Program Manager

Austin, Texas | Remote

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!

What You’ll Do

• Program Build & Strategy: Work with the Director of CS, CS Ops, and Post‑Sale enablement to design, launch, and iterate on the digital CS engagement model for the digital customer segment, including lifecycle stages, triggers, and automation sequences (onboarding through renewal risk escalation); own and evolve the Outreach playbook and sequence library; define and monitor capacity/utilization benchmarks for the digital segment.
• Account Management: Manage the digital customer segment, working with Renewals, Technical Account Managers, and Account Executives to own renewal, adoption, and expansion outcomes; serve as the named point of contact for a defined set of customers, blending high‑touch judgment with digital‑first tools.
• Cross‑Functional Collaboration: Partner with CS Ops/RevOps to build and maintain reporting on program health (engagement rates, coverage, save rates, NRR/GRR contribution); work with Enablement and Product Success to keep content, sequences, and playbooks aligned with product changes and customer needs; provide feedback from the account‑management side to sharpen the program.
• Revenue Growth: Deliver growth by assuring usage, renewals, post‑sales success, loyalty, expansion, and new product adoption; accurately forecast and achieve revenue goals by identifying upsell opportunities; monitor customer health signals across the digital segment book and intervene proactively where risk is flagged; balance efficiency (scale, automation) with genuine customer experience quality.
• Reporting & Optimization: Report on program performance and account health to CS leadership; identify where the digital model needs a human escalation path versus where automation is working.
• Customer Satisfaction: Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction; inform and report account status to Senior and Exec staff.
• Strategic Solutions: Identify creative solutions for the Digital Customer Success Model and inspire others within the organization.

Requirements

• Skills and Competencies:
  • Self‑starter comfortable operating without a fully built playbook.
  • Strong interest in AI tools including Claude and ChatGPT.
  • Comfortable both designing process/systems and doing hands‑on account work.
  • Proficient in oral and written communication, tailoring message format to specific audiences.
  • Strong analytical skills—comfortable with utilization/capacity data and engagement metrics.
  • Organized enough to manage a live book of accounts while iterating on a broader program.
  • Creative problem solver, able to accomplish goals through a variety of processes and tools.
• Experience:
  • 4–7 years of Customer Success experience, ideally including exposure to digital/tech‑touch or scaled CS models.
  • Experience with marketing/sales automation tools (Outreach, HubSpot, or similar) for building lifecycle sequences.
  • Experience working for a Software as a Service (SaaS) company.
  • Cybersecurity experience is a plus, not required.

Nice to Have

• Salesforce, Outreach, and Zendesk experience is a plus.

Compensation

• Base Salary Range: $92,000 – $120,000
• On‑Target Earnings (OTE): $105,800 – $138,000

Benefits

U.S.‑Based Benefits + Perks (for Full‑Time Employees)

• 401(k) with Employer Contribution
• Health, Vision, and Dental Insurance
  • Health Savings Account (HSA) available with Employer Contribution
• Employer‑Paid Life, Short‑term, and Long‑term Disability Insurance
• Generous PTO Plan and 16 paid holidays per year

U.K.‑Based Benefits + Perks (for Full‑Time Employees)

• Retirement Savings Plan with Employer Contribution
• Employer‑Provided Private Health Insurance and Healthcare Cashplan
• Employer‑Paid Life Insurance and Income Replacement
• Generous Holiday Plan and 14 paid holidays per year

About SpyCloud

SpyCloud transforms recaptured darknet data to disrupt cybercrime. Its automated identity threat protection solutions use advanced analytics and AI to accelerate investigations and protect workforce, consumer, and supplier identities from the threats that matter most: authentication bypass, session hijacking, malicious insiders, account takeover, ransomware, and fraud. Its data from malware‑infected devices, successful phishes, combolists, and third‑party breaches also powers many popular dark‑web monitoring and identity‑theft protection offerings. Customers include 7 of the Fortune 10, along with hundreds of global enterprises, mid‑sized companies, and government agencies worldwide. Headquartered in Austin, TX, SpyCloud is home to more than 250 cybersecurity experts whose mission is to protect businesses and consumers from the stolen identity data criminals are using to target them now.

Our Mission

Our mission is to make the internet a safer place by disrupting the criminal underground. Together with our customers and partners, we aim to end criminals’ ability to profit from stolen information.

Who We Are

SpyCloud is a place for innovative, collaborative, and problem‑solving people 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 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

Our culture is something really special. We’re all driven to disrupt the cybercriminal economy as we keep customer accounts safe from compromise. 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.

Employer Statement of Non‑Harassment and Equal Opportunity

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. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud and to never provide sensitive or personal financial information during the recruitment process. If you suspect contact from someone falsely representing SpyCloud, email [e-mail]. For applicants residing in California, see SpyCloud’s CCPA Notice. For applicants residing in the UK, see SpyCloud’s Employee Privacy Notice.

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.

Visa Sponsorship

SpyCloud is not sponsoring visas at this time.