Director of Customer Success

The role

The Director of Customer Success will own the strategy and execution for client experiences after initial engagements. You will build the client journey framework, lead a team of Customer Success Managers, and manage top-tier client relationships.

What you will do

• Define and execute a customer success strategy built around revenue and retention goals
• Build the client journey framework including onboarding, advisory, and renewal architecture
• Establish and own KPIs for renewals, retention, and account expansion
• Implement tooling and infrastructure such as CRM, health scoring, and playbooks
• Lead and manage a growing team of Customer Success Managers
• Set and manage goals that align team incentives with retention and growth
• Serve as primary POC for top-tier accounts
• Lead quarterly business reviews with strategic clients
• Act as the senior escalation point for at-risk accounts
• Partner with Sales, Technical, Delivery, and Operations teams

Required qualifications

• 5–8+ years of progressive experience in Customer Success, Account Management, or Client Services
• 3+ years managing and developing CS or account management teams
• Experience in cybersecurity, IT services, consulting, or managed services
• Proven ability to drive retention improvement and expand revenue in complex accounts
• Executive communication skills
• Data-driven mindset with hands-on experience using CRM and CS platforms

Nice to have

• Experience at a cybersecurity services firm, VAR, or MSSP
• Track record of building a CS function from scratch or near-scratch
• Bachelor’s or technical graduate degree
• Working knowledge of the cyber insurance ecosystem and its stakeholders

About the company

MOXFIVE operates at the intersection of high-stakes incident response, technical advisory, and the legal and insurance ecosystems.