customer support
Posted 2 hours agoSenior Digital Customer Success Program Manager
at SpyCloud
Austin, United StatesHybrid
Responsibilities
- Program Build & Strategy:
- Own and evolve the Outreach playbook and sequence library for the digital customer segment; continuously test and refine based on performance data.
- Define and monitor capacity/utilization benchmarks for the digital segment, partnering with CS leadership on scaling triggers. Account Management:
- Manage the digital customer segment, working with the Renewals team and Technical Account Managers, and Account Executives to own renewal, adoption, and expansion outcomes.
- Deliver growth by assuring usage, renewals, post-sales success, loyalty, expansion, and new product adoption.
- Monitor customer health signals across the digital segment book and intervene proactively where risk is flagged.
- Report on program performance and account health to CS leadership.
- Identify where the digital model needs a human escalation path vs. where automation is working. Value Articulation:
- Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction.
- Inform and report account status to Senior and Exec staff.
- Identify creative solutions for the Digital Customer Success Model
Requirements
- experience you're building for. This is a hybrid strategy/execution role for someone who wants to work together to build a program, not just inherit one. What You'll Do:
- Strong interest in AI tools including Claude and ChatGPT.
- 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
- Salesforce, Outreach, and Zendesk experience is a plus.
- 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.
Experience
- 4–7 years of Customer Success experience, ideally including exposure to digital/tech-touch or scaled CS models. •
Benefits
- Base Salary Range: $92,000 – $120,000
- On Target Earnings (OTE): $105,800 – $138,000
- OTE is reflecting base salary plus variable commission at expected performance levels. Actual earnings will vary based on individual performance.
- The salary range reflects the expected base compensation for a fully qualified candidate at this level based on experience, qualifications, and market data at the time of posting. U.S.-Based
- Benefits + Perks (for Full Time Employees):
- In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we offer our employees a comprehensive benefits package that includes:
- 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
- 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:
- 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.
- 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.
Contact
- To learn more and see insights on your company's exposed data, visit spycloud.com . Our Mission:
- Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email careers@spycloud.com .
Additional details
- 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!
- The Senior Digital Customer Success Program Manager owns the strategy and execution of SpyCloud's digital-first customer success motion for the digital customer segment.
- 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).
- Serve as the named point of contact for a defined set of customers, blending high-touch judgment with digital-first tools.
- 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 continuously sharpen the program. Revenue Growth: