Director, Customer Success

Come join Deepwatch’s team of world-class cybersecurity professionals and the brightest minds in the industry. If you're ready to challenge yourself with work that matters, then this is the place for you. We're redefining cybersecurity as one of the fastest growing companies in the U.S. – and we have a blast doing it!

Who We Are

Deepwatch is the leader in managed security services, protecting organizations from ever-increasing cyber threats 24/7/365. Powered by Deepwatch’s cloud-based security operations platform, Deepwatch provides the industry’s fastest, most comprehensive detection and automated response to cyber threats together with tailored guidance from dedicated experts to mitigate risk and measurably improve security posture. Hundreds of organizations, from Fortune 100 to mid-sized enterprises, trust Deepwatch to protect their business.

Our core values drive everything we do at Deepwatch, including our approach to tackling tough cyber challenges. We seek out tenacious individuals who are passionate about solving complex problems and protecting our customers. At Deepwatch, every decision, process, and hire is made with a focus on improving our cybersecurity solutions and delivering an exceptional experience for our customers. By embracing our values, we create a culture of excellence that is dedicated to empowering our team members to explore their potential, expand their skill sets, and achieve their career aspirations, which is supported by our unique annual professional development benefit.

Deepwatch recognition includes:

2025, 2024, 2023, 2022 and 2021 Great Place to Work® Certified

2024 Military Times Best for Vets Employers

2024 US Department of Labor Hire Vets Gold Award

2024 Forbes' America's Best Startup Employers

2024 Cyber Defense Magazine, Global Infosec Awards

2023 and 2022 Fortress Cybersecurity Award

2023 $180M Series C investment from Springcoast Capital Partners, Splunk Ventures, and Vista Credit Partners of Vista Equity Partners

2022 Cybersecurity Excellence Award for MDR

Director, Customer Success

Location: Remote

Reports to: CRO

The Director of Customer Success will lead our Customer Success team, driving the strategic vision and operational excellence of a world-class organization at Deepwatch. As a pivotal leadership role at the intersection of customer experience, cybersecurity innovation, and GTM excellence, the Director will oversee a high-impact team of Customer Success Managers responsible for driving adoption, satisfaction, and retention across strategic accounts.

The core objective of this role is to elevate customer satisfaction, loyalty, and to transform the entire customer experience. To deliver on these outcomes, the Director will ensure a seamless post-sale customer journey, maximizing the value clients derive from Deepwatch services while strengthening long-term relationships built on trust and strategic partnership. This position requires close cross-functional collaboration with Sales, Product, Engineering, and Security Operations, and will report directly to the Chief Revenue Officer (CRO).

In this role, you’ll get to:

Strategic Leadership:

Demonstrate impactful people leadership to oversee and resolve critical customer escalations and maximize client value.

Cultivate a performance-driven, customer-obsessed team culture centered around innovation, ownership, and continuous improvement.

Attract, mentor, and inspire a high-performing technical team providing regular career development planning sessions and serving as a role model of Deepwatch’s Core Values.

Operational Excellence:

Create and scale a comprehensive customer lifecycle program elevating engagement points throughout the customer journey to enhance retention, satisfaction, and growth.

Develop and deploy innovative strategies and playbooks to eliminate bottlenecks, boost team efficiency, and optimize the Customer Success tech stack.

Drive long-range planning, including team resourcing, organizational structure, and customer coverage modeling.

Executive Engagement:

Demonstrate customer ROI through strategic forums including EBRS, QBRS, SKO and Annual Planning.

Manage and align expectations with customer leadership to ensure clear communication and accountability.

Represent the Deepwatch brand and company to customers, prospects, and strategic partners.

Delivery Accountability:

Maintain high standards of data integrity across all reporting, ensuring accuracy and leveraging key performance metrics to inform strategic business decisions.

Forecast renewals and expansions; monitor health scoring, renewal pipelines, and conversion signals.

Provide guidance on technical requirements and solution forecasting to inform budgeting and resource allocation.

Drive portfolio growth through proactive revenue strategies, including the identification and execution of upsell and cross-sell motions; you will empower the team to map Deepwatch solutions to evolving client security maturity.

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