Key skills
Cyber SecuritySaaSLeadershipCommunicationCustomer SuccessAccount ManagementSales
About this role
Role Overview
- End-to-end customer outcomes across implementation, support, and ongoing delivery
- A team of 8–10 customer-facing technical specialists
- Service quality, escalation management, and operational consistency
- Partner with Product and Engineering on complex bugs or architectural concerns
- Owns customer experience from implementation through steady-state delivery
- Leads and develops a high-performing, customer-facing technical teams
- Acts as a senior operational and customer advocate within Dispel
- Hire, coach, and retain high-performing technical customer teams
- Set clear expectations, career paths, and performance goals
- Foster a culture of ownership, psychological safety, and continuous improvement
- Be present in the NYC office the majority of the week for hands-on leadership
- Balance team capacity across onboarding, support, and delivery
- Remove blockers, reprioritize as needed, and lead from the front during crunch time
- Define and track KPIs across service delivery and customer health
- Run operational cadences (standups, planning, retros, reviews)
- Serve as a senior escalation point for complex or high-impact issues
- Join customer calls as a trusted technical advisor
- Lead structured troubleshooting and incident response
- Ensure clear, empathetic, outcome-driven communication
- Co-own onboarding and implementation with Account Management
- Drive fast time-to-value and consistent product ramp experiences
- Partner with Product and Engineering on deployability, usability, and feedback
- Translate customer insights into actionable product input
- Support renewals and expansions with technical context
- Identify account risks and growth opportunities
- Ensure smooth handoffs across Sales, Implementation, and Support
Requirements
- 4+ years managing technical or customer-facing teams in SaaS, cybersecurity, or services
- Strong technical background (networks, Ubuntu, Windows)
- Proven customer-facing experience
- Hands-on, humble, and ownership-driven leadership style
- Comfortable operating in ambiguity and high-growth environments
- Excellent written and verbal communication skills
Preferred
- 6+ years in Customer Success, Support, or Implementation
- Experience scaling teams or processes
- Cross-functional experience with Product, Engineering, and Account Management
Tech Stack
- Cyber Security
Benefits
- $130–$140k base (NYC)
- Full medical, vision, dental insurance
- 401K match
- PTO
- Annual Bonus aligned to personal and company performance
- Equity eligibility
- Strong leadership support and growth opportunities