Director, Customer Success

Job Description

Come join Deepwatch’s team of world-class cybersecurity professionals and the brightest minds in the industry. If you’re ready to challenge yourself with work that matters, then this is the place for you. We’re redefining cybersecurity as one of the fastest growing companies in the U.S. – and we have a blast doing it!

Who We Are

Deepwatch is the leader in managed security services, protecting organizations from ever-increasing cyber threats 24/7/365. Powered by Deepwatch’s cloud-based security operations platform, Deepwatch provides the industry’s fastest, most comprehensive detection and automated response to cyber threats together with tailored guidance from dedicated experts to mitigate risk and measurably improve security posture. Hundreds of organizations, from Fortune 100 to mid-sized enterprises, trust Deepwatch to protect their business.

Our core values drive everything we do at Deepwatch, including our approach to tackling tough cyber challenges. We seek out tenacious individuals who are passionate about solving complex problems and protecting our customers. At Deepwatch, every decision, process, and hire is made with a focus on improving our cybersecurity solutions and delivering an exceptional experience for our customers. By embracing our values, we create a culture of excellence that is dedicated to empowering our team members to explore their potential, expand their skill sets, and achieve their career aspirations, which is supported by our unique annual professional development benefit.

Deepwatch recognition includes:

• 2025, 2024, 2023, 2022 and 2021 Great Place to Work® Certified
• 2024 Military Times Best for Vets Employers
• 2024 US Department of Labor Hire Vets Gold Award
• 2024 Forbes’ America’s Best Startup Employers
• 2024 Cyber Defense Magazine, Global Infosec Awards
• 2023 and 2022 Fortress Cybersecurity Award
• 2023 $180M Series C investment from Springcoast Capital Partners, Splunk Ventures, and Vista Credit Partners of Vista Equity Partners
• 2022 Cybersecurity Excellence Award for MDR

Director, Customer Success

Location: Remote

Reports to: CRO

The Director of Customer Success will lead our Customer Success team, driving the strategic vision and operational excellence of a world-class organization at Deepwatch. As a pivotal leadership role at the intersection of customer experience, cybersecurity innovation, and GTM excellence, the Director will oversee a high-impact team of Customer Success Managers responsible for driving adoption, satisfaction, and retention across strategic accounts.

The core objective of this role is to elevate customer satisfaction, loyalty, and to transform the entire customer experience. To deliver on these outcomes, the Director will ensure a seamless post-sale customer journey, maximizing the value clients derive from Deepwatch services while strengthening long-term relationships built on trust and strategic partnership. This position requires close cross-functional collaboration with Sales, Product, Engineering, and Security Operations, and will report directly to the Chief Revenue Officer (CRO).

In this role, you’ll get to:

Strategic Leadership:

• Demonstrate impactful people leadership to oversee and resolve critical customer escalations and maximize client value.
• Cultivate a performance-driven, customer-obsessed team culture centered around innovation, ownership, and continuous improvement.
• Attract, mentor, and inspire a high-performing technical team providing regular career development planning sessions and serving as a role model of Deepwatch’s Core Values.

Operational Excellence:

• Create and scale a comprehensive customer lifecycle program elevating engagement points throughout the customer journey to enhance retention, satisfaction, and growth.
• Develop and deploy innovative strategies and playbooks to eliminate bottlenecks, boost team efficiency, and optimize the Customer Success tech stack.
• Drive long-range planning, including team resourcing, organizational structure, and customer coverage modeling.

Executive Engagement:

• Demonstrate customer ROI through strategic forums including EBRS, QBRS, SKO and Annual Planning.
• Manage and align expectations with customer leadership to ensure clear communication and accountability.
• Represent the Deepwatch brand and company to customers, prospects, and strategic partners.

Delivery  Accountability:

• Maintain high standards of data integrity across all reporting, ensuring accuracy and leveraging key performance metrics to inform strategic business decisions.
• Forecast renewals and expansions; monitor health scoring, renewal pipelines, and conversion signals.
• Provide guidance on technical requirements and solution forecasting to inform budgeting and resource allocation.
• Drive portfolio growth through proactive revenue strategies, including the identification and execution of upsell and cross-sell motions; you will empower the team to map Deepwatch solutions to evolving client security maturity.

Cross-Functional Partnership:

• Drive synergy across Product, Sales, Security Operations, Marketing  and other key business units to resolve complex issues, ensure a cohesive customer experience and provide efficient hand-offs.
• Inspire a voice of the customer approach throughout the organization and serve as a liaison between departments, representing the best interests of customers.
• Maximize portfolio value by driving the adoption and enablement of Deepwatch capabilities.

To be successful in this role, you’ll need to:

• 7+ Years experience in consultative, customer success, or as a service delivery manager role in cybersecurity operations.
• 3+ years experience as a proven people leader dedicated to team development, inclusion and belonging
• Possess experience with executive briefings at the Fortune 500 level, demonstrating exceptional verbal and written communication skills to craft clear, concise, and impactful messaging for senior leadership.
• Demonstrate a track record of rigorous decision-making and ownership, with an ability to deliver high-quality results while building and scaling in fast-paced environments.
• Possess the ability to manage complex issues, coordinate solutions across multiple business lines, and maintain productivity during times of high activity.
• Be highly data-driven, maintaining high standards of data integrity across reporting, and leveraging key performance metrics, customer health scores, and reporting tools like Salesforce, Gainsight, or ServiceNow to improve decision-making.
• Exhibit a passion for continuous learning and the ability to identify the best tools to solve complex problems.
• Possess experience utilizing mass communication/corporate notification systems and case management platforms.
• Possess experience setting and managing budgets for small and mid-sized teams.
• Are willing and able to travel 10 - 25%.

What will make you stand out:

• Experience leading customer success in an MSSP and/or MDR environment.
• Deep knowledge of security operations (including threat landscapes and attack vectors) with hands-on knowledge of core security technologies (SIEM, MDR, EDR) and frameworks such as MITRE ATT&CK .
• Certifications or formal training in Customer Success, Change Management, Project Management, or Leadership Development.

Statutory Pay Disclosure:

The anticipated base salary range for this role is $210,000 - $230,000. OTE 260-280k+ (consisting of base/commission (⁸⁰⁄₂₀) split) + stock options + benefits. Actual compensation may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level.

ITAR Compliance

“This position will have access to customer data and as such is subject to International Traffic in Arms Regulations (ITAR). Upon application, candidates will be asked to confirm that they are a U.S. Person as defined by the following:

• A citizen of the U.S.;
• A lawful permanent resident of the United States;
• A person admitted to the United States as a refugee; or
• A person that has been granted asylum by the United States government.”

The intent of this requirement is not to verify employment eligibility overall, but to ensure compliance with import/export regulations. If you do not meet these requirements, we encourage you to apply for other open roles at Deepwatch. This information will be verified upon offer of employment.”

What We Offer:

Deepwatch is excited to provide benefits designed to support team members and their families. Including:

• Medical, dental, vision, and disability insurance
• Flexible Time Off (FTO), 12 company holidays, sick leave and 8-Weeks Paid Parental Leave
• Unique professional development benefits with Annual “development dollars” to support our people growth and development
• Wellness contests and monthly educational programs
• 401(K) retirement program
• Learn more here: Deepwatch Benefits

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.  Please review our DEI Statement here.

Deepwatch welcomes and encourages applications from people with disabilities and accommodations are available on request for candidates taking part in all aspects of the selection process. Please inform your recruiter or contact [email protected] for further information.

All Deepwatch employees are expected to:

• Be interested in and able to work remotely from a home office when not at a corporate office
• Pass a pre-employment background check in accordance with applicable laws

Deepwatch is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, marital status, sexual orientation, gender identity, genetic information, protected veteran status, or any other characteristic protected by law.  In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

By submitting your application, you agree that Deepwatch may collect your personal data for recruiting, global organization planning, and related purposes. The Deepwatch Privacy Policy explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Deepwatch’s use of your personal information.