Director of Customer Success

Responsibilities

• Define and execute a customer success strategy built around revenue and retention goals
• Build the client journey framework including post-incident onboarding and renewal architecture
• Establish and own KPIs for client renewals, retention, and account expansion
• Implement CS tooling and infrastructure such as CRM and health scoring
• Lead and manage a growing team of Customer Success Managers
• Serve as the primary point of contact for top-tier accounts and lead quarterly business reviews
• Act as the senior escalation point for at-risk accounts
• Partner with Sales, Technical, and Product teams to align service quality with client satisfaction

Requirements

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

Preferred Qualifications

• Experience at a cybersecurity services firm, VAR, or MSSP
• Experience building a CS function from scratch
• Bachelor's or technical graduate degree
• Working knowledge of the cyber insurance ecosystem

About the Company

MOXFIVE operates at the intersection of high-stakes incident response, technical advisory, and the legal and insurance ecosystems that activate when organizations are most vulnerable.