Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode, fueled by a recent $190m series C round.
About the Role
We are seeking a strategic and hands-on Director of Client Success to lead our Client Success function. This role will drive partner satisfaction, retention, and expansion by aligning onboarding, support, and account management efforts. You will partner cross-functionally with Sales, Product, and Technical Support to ensure our clients realize maximum value from our platform. As an AI-first leader, you will deploy automation, predictive analytics, and AI-powered tooling to scale the CS function, reduce churn risk, and drive measurable business outcomes across Blackpoint’s partner ecosystem.
What You’ll Do
Lead and scale the Client Success team, fostering a culture of accountability, data-driven decision-making, and excellence.
Own the partner journey from onboarding through renewal, ensuring a seamless and increasingly automated experience.
Partner with Sales and Product to align on partner needs, feedback loops, and AI-derived signals.
Develop and maintain CS playbooks, AI tooling standards, and a Center of Excellence (CoE) framework to drive operational consistency and repeatable outcomes across the team.
Use platform telemetry and product usage signals to surface adoption gaps, at-risk accounts, and expansion opportunities, shifting from reactive to predictive partner management.
Define and track a comprehensive metrics framework: Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Time-to-Value (TTV), product adoption scores, and AI-generated partner health scores.
Deploy and govern AI-powered partner health dashboards, churn prediction models, and automated playbook workflows to proactively manage risk and expansion at scale.
Build AI-assisted onboarding sequences and digital engagement programs that scale partner coverage without proportional headcount growth.
What You'll Bring
8+ years in Customer Success or Account Management, with 5+ years in a leadership role.
Demonstrated track record in cybersecurity & MSP-focused environments, or with a clear demonstrated ability to operate in a highly technical B2B product environment.
Proven ability to lead cross-functional initiatives and drive measurable outcomes.
Strong communication, analytical, and executive presence skills, including the ability to present data-driven outcomes to C-suite stakeholders.
Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans.
Demonstrated experience building AI-assisted CS motions, automated digital-touch programs, LLM-assisted workflows, and AI-driven intervention playbooks.
Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans.
Track record of owning and improving NRR, GRR, and expansion revenue in a high-growth SaaS or cybersecurity environment.
Experience communicating AI-driven value and ROI to C-suite stakeholders, moving conversations from feature adoption to quantifiable business outcomes.
Familiarity with AI governance, prompt engineering, or building with LLM-based tooling is a plus.
Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races, colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status. We are committed to equality of opportunity in all aspects of employment. For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.
Skills Required
- 8+ years in Customer Success or Account Management
- 5+ years in a leadership role
- Proven ability to lead cross-functional initiatives
- Strong communication, analytical, and executive presence skills
- Track record of owning and improving NRR, GRR, and expansion revenue
What We Do
Blackpoint Cyber is a technology-driven cybersecurity company headquartered in Denver, Colorado. Founded in 2014 by former U.S. Department of Defense and intelligence security experts, Blackpoint leverages decades of real-world experience and deep knowledge of malicious tradecraft to provide proactive, nation-state-grade cybersecurity to organizations worldwide. Our mission is clear: to deliver 24/7, human-powered Managed Detection, Response, and Remediation (MDR) services, empowering IT professionals with the industry’s fastest threat elimination and risk mitigation capabilities. Blackpoint’s proprietary technology and active Security Operations Center (SOC) work together to stop cyber threats in real-time, ensuring organizations of all sizes remain protected in a constantly evolving threat landscape. At Blackpoint, we are a passionate team of cybersecurity professionals dedicated to helping Managed Service Providers (MSPs) become the heroes modern businesses rely on. By arming MSPs with cutting-edge technology, relentless 24/7 support, and a trusted partnership, we help them safeguard their clients and combat cyber threats with confidence and precision. At Blackpoint Cyber, we believe sophisticated cybersecurity should be accessible to all. That’s why we remain deeply committed to the growth and success of the Managed IT and Security community, offering cutting-edge solutions that empower IT professionals to combat cyber threats with confidence. Strike first and secure fast with Blackpoint Cyber.
