SpyCloud

SpyCloud

Senior Digital Customer Success Program Manager

Austin, Texas | Remote · Senior · Full-time

Sponsorship not specified$92k-$120kDetected 8 days ago
CybersecurityHubSpotSalesforceAccount ManagementCustomer SuccessZendeskUnityLeadershipCommunicationCollaboration

About the role

  • 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.
  • Customer Engagement: - Monitor customer health signals across the digital segment book and intervene proactively where risk is flagged. - Balance efficiency (scale, automation) with genuine customer experience quality.

Responsibilities

  • Program Build & Strategy:
  • 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).
  • Own and evolve the Outreach playbook and sequence library for the digital customer segment
  • 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.
  • Own and evolve the Outreach playbook and sequence library for the digital customer segment; continuously test and refine based on performance data.
  • Effectively articulate value propositions, create interest, and generate excitement through customer presentations.
  • Anticipate customer needs and proactively drive solutions to ensure and exceed customer satisfaction.

Nice to have

  • Salesforce, Outreach, and Zendesk experience is a plus.
  • Actual earnings will vary based on individual performance.
  • 401(k) with Employer Contribution
  • 4-7 years of Customer Success experience, ideally including exposure to digital/tech-touch or scaled CS models.
  • 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 experience is a plus, not required.

Skills

  • Strong interest in AI tools including Claude and ChatGPT.
  • Proficient in both oral and written communication, able to tailor message format and content to specific audiences.
  • Strong analytical skills - comfortable with utilization/capacity data, engagement metrics, and translating them into program decisions.
  • Creative problem solver, able to accomplish goals through a variety of processes and tools.

Compensation

  • $92,000 - $120,000
  • On Target Earnings (OTE): $105,800 - $138,000
  • OTE is reflecting base salary plus variable commission at expected performance levels.
  • 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.
  • 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:
  • Generous PTO Plan and 16 paid holidays per year

Benefits

  • 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
  • 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
  • Guided by our core values in all business decisions, we prioritize unity in our mission and ensure all SpyCloud employees have the support and benefits they need to stay focused on our goals.

Company info

  • SpyCloud is a place for innovative, collaborative, and problem-solvers to thrive. Individually, we're amazing, but together, we're unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. 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. Women, minorities, individuals with disabilities, and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. 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.
  • SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud's employees to perform their job duties may result in discipline up to and including discharge. SpyCloud shares the right to work and participates in the E-Verify program in all locations.
  • If you need assistance or accommodation due to a disability, you may contact us.
  • Our Culture:
  • Our mission is to make the internet a safer place by disrupting the criminal underground.
  • Together with our customers and partners, we aim to end criminals' ability to profit from stolen information.
  • We're all driven to disrupt the cybercriminal economy as we keep customer accounts safe from compromise.
  • We support a truly worthy and serious mission, but we have fun doing it together.
  • If you are driven, inventive, and collaborative, you'll fit right in.
  • SpyCloud is a place for innovative, collaborative, and problem-solvers to thrive.
  • Individually, we're amazing, but together, we're unstoppable.
  • We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all.
  • We are proud to be an Equal Employment Opportunity and Affirmative Action employer of choice.
  • All aspects of employment decisions will be based on merit, performance, and business needs.
Apply directly at SpyCloud →Create a free account for alerts like thisView SpyCloud immigration profile

This listing is sourced directly from SpyCloud's careers page and normalized into a canonical job model.