Director of Customer Success
Director of Customer Success
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Job Description
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Digital Hands is an innovative Managed Security Service Provider (MSSP) with a mission to protect customer data and make technology available productive and secure with the strongest talent in the cyber industry. Members of the Digital Hands Team work with leading technologies and protect a dynamic set of enterpriseclass customers including bestknown brands in the hospitality financial manufacturing and communications industries. Digital Hands employees enjoy competitive compensation and benefits training opportunities personal skills development and opportunities for professional advancement across the organization.
Digital Hands is comprised of innovators leading from the front fueled by a desire to achieve test new boundaries and a determination to do whatever it takes to get there first every time. Ideal candidates believe in the mission and vision of the company and have a genuine love for what they do. At Digital Hands we take ownership obsess over our promises anticipate our customers needs. and get ahead of every threat so that our customers can focus on their business with the peace of mind that only comes from knowing their cyberworld is secure.
*This is a fulltime onsite role in Tampa Florida.
At Digital Hands we dont just protect our customers we empower them. As a trailblazer in the cybersecurity services space were on a mission to deliver unbeatable customer experiences that fuel retention growth and innovation. Were seeking a resultsdriven Director of Customer Success to lead a highperforming team and drive success across every stage of the customer journey.
About You
- Youre a Builder:You know how to scale customer success programs and build strong repeatable processes that support growth and deliver value at every touchpoint.
- Youre a Customer Advocate: You represent the voice of the customer internally and are passionate about ensuring their success from onboarding through renewal and expansion.
- Youre a Strategic Leader: You work crossfunctionally with Sales Security Operations and Marketing to drive outcomes eliminate roadblocks and elevate the customer experience.
- Youre RevenueFocused: You understand the importance of retention upsell and adoption in a recurring revenue business model and you know how to make those metrics move.
- Youre a Confident Communicator: Whether youre in the boardroom or on a customer call youre clear credible and always ready to lead.
What Youll Do
- Lead the Customer Success team and own the customer journey onboarding adoption satisfaction renewals and upsells.
- Manage strategic accounts and ensure consistent value delivery through Quarterly Business Reviews and ongoing engagement.
- Drive retention reduce churn and increase Net Promoter Scores (NPS) and Customer Satisfaction Scores (CSAT).
- Define and optimize customer lifecycle touchpoints and establish success metrics and reporting standards.
- Collaborate crossfunctionally to improve service delivery and shape product development.
- Build and coach a highperformance team and drive a customercentric culture across the organization.
What You Bring
- 10 years in Customer Success Service Delivery or Relationship Management with 4 years leading teams.
- Experience in cybersecurity managed services (MSP/MSSP) or IT infrastructure.
- Proven success in growing customer relationships and driving revenue.
- Strong analytical project management and communication skills.
- Experience working with complex enterpriselevel clients.
- Bachelors degree required (MBA preferred); PMP or other certifications a plus.
The Brand Youll Stand Behind
Digital Hands is setting the standard in cybersecurity services and our customer relationships are at the heart of it. As part of our leadership team youll play a vital role in shaping how we deliver value and drive longterm success for our clients.
5X TSIA Service Partner of the Year
6X Top 250 MSSP by MSSP Alert
2024 Gold Winner Innovation of the Year in Cybersecurity (Globee Awards)
2024 Editors Choice Cutting Edge MSSP (Cyber Defense Magazine)
Digital Hands is dedicated to a diverse and inclusive workplace and culture and proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race religion color national origin sex (including pregnancy childbirth reproductive health decisions or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability genetic information political views or activity or other applicable legally protected characteristics.
Digital Hands is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability please contact us at .
Digital Hands participates in the U.S. Governments EVerify program to determine employment eligibility. In compliance with the federal government all hired applicants will be required to verify identity and employment eligibility upon hire. To learn more about EVerify please visit submitting your application you agree that Digital Hands may collect use and process your information which may include personal information and sensitive personal information in connection with Digital Hands recruitment activities. You may delete your application and/or unsubscribe from receiving notifications of career opportunities at Digital Hands at any time. For additional details on how Digital Hands uses and protects your personal information in the application process including your rights under the California Privacy Rights Act (CPRA) click here to view ourPrivacy Notice.
Required Experience:
Director
Employment Type
Full Time
