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Senior Digital Customer Success Program Manager

3 weeks ago
United States, United Kingdom
Full-time
Senior
Customer Success Manager
Project and Program Management
Cybersecurity HubSpot Salesforce
Apply Now
SpyCloud

SpyCloud

SpyCloud offers Cybercrime Analytics to prevent cyberattacks, safeguard identities, and power investigations for businesses globally.

Internet Software & Services
51-250
Founded 2016
$168M raised
View All Jobs 7

Description

  • Design, launch, and continuously improve the digital customer success engagement model, including lifecycle stages, triggers, automation sequences, and escalation paths.
  • Own and evolve the Outreach playbook and sequence library for the digital customer segment, testing and refining based on performance data.
  • Define and monitor capacity and utilization benchmarks for the digital segment and partner with CS leadership on scaling decisions.
  • Manage a book of digital customer accounts and serve as the named point of contact for a defined set of customers.
  • Partner with Renewals, Technical Account Managers, and Account Executives to drive renewal, adoption, and expansion outcomes.
  • Build and maintain reporting on program health, including engagement rates, coverage, save rates, and NRR/GRR contribution.
  • Work with Enablement and Product Success to keep content, sequences, and playbooks aligned with product changes and customer needs.
  • Monitor customer health signals and intervene proactively when risk is identified.
  • Deliver growth through usage, renewals, post-sales success, loyalty, expansion, and new product adoption.
  • Report program performance and account health to CS leadership and senior stakeholders.

Requirements

  • 4–7 years of Customer Success experience, ideally with exposure to digital, tech-touch, or scaled CS models.
  • Experience working for a SaaS company.
  • Experience with marketing or sales automation tools such as Outreach, HubSpot, or similar for building lifecycle sequences.
  • Salesforce, Outreach, and Zendesk experience is a plus.
  • Strong interest in AI tools such as Claude and ChatGPT.
  • Comfortable operating without a fully built playbook and helping create the playbook.
  • Ability to both design process and systems and perform hands-on account management work.
  • Strong oral and written communication skills with the ability to tailor messages to different audiences.
  • Strong analytical skills with comfort using utilization, capacity, and engagement metrics to make program decisions.
  • Highly organized and able to manage a live book of accounts while iterating on a broader program.
  • Creative problem-solving skills and ability to achieve goals through a variety of processes and tools.
  • Cybersecurity experience is a plus, but not required.
  • SpyCloud is not sponsoring visas at this time.

Benefits

  • Base salary of $92,000 to $120,000.
  • On-target earnings of $105,800 to $138,000, including variable commission.
  • Flexible and remote-friendly work options.
  • 401(k) with employer contribution.
  • Health, vision, and dental insurance.
  • Health Savings Account (HSA) with employer contribution.
  • Employer-paid life, short-term disability, and long-term disability insurance.
  • Generous PTO plan plus 16 paid holidays per year.

Interested in this position?

Apply directly on the company website

Apply Now

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