Director, Client Success

Blackpoint Cyber is 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.

Requirements

• 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.
• 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.

Benefits

• Competitive Health, Vision, Dental, and Life Insurance plans
• Robust 401k plan
• Discretionary Time Off