What are the responsibilities and job description for the Vice President of Client Success position at DeepSeas?

Vice President of Client Success

Department : Customer Success

Employment Type : Full Time

Location : Remote

Description

Shape Client Success at a Cybersecurity Leader : Client Success Leader Opportunity at DeepSeas

About Deep Seas

With 30 years of experience in cyber defense, DeepSeas is a trusted partner for nearly 1,000 clients globally, including Fortune 100 enterprises, mid-market organizations, higher education institutions, municipalities, local governments, and federal agencies. Renowned for its programmatic approach to continuously evolving cyber defense programs, DeepSeas is recognized by Gartner as a top 40 MDR provider and a top 5 MDR leader in the 2024 Frost Radar™ : Global Managed Detection and Response (MDR) Market. Beyond our industry-leading MDR service, DeepSeas offers a comprehensive suite of advisory, compliance, and testing services, guiding clients on transformative cybersecurity journeys. Our approach prioritizes technical expertise, deep tradecraft, and continuous innovation to deliver unparalleled results and true peace of mind.

Your Mission : Champion Client Success and Drive Growth as our Client Success Leader

Are you a dynamic and results-driven leader with a passion for building lasting client partnerships and driving revenue growth? DeepSeas is seeking a strategic and highly motivated Client Success Leader to join our executive team. In this pivotal role, you will own client satisfaction, retention, and expansion , directly impacting our continued success and market leadership in the rapidly growing MDR space.

You will be responsible for crafting and executing exceptional client delivery , overseeing governance, reporting, and management to ensure our clients not only achieve their cybersecurity goals but also experience unparalleled value and partnership with DeepSeas. If you are energized by driving significant impact, fostering long-term collaborative relationships, and contributing directly to revenue growth, we want to hear from you.

Key Responsibilities

Your Core Responsibilities :

Client Governance Leadership :

Lead the Client Success PMO to develop and implement robust client governance frameworks. This includes establishing regular cadence meetings, clear reporting structures, and proactive communication protocols to ensure consistent and effective client engagement and alignment.

Strategic Client Relationship Management :

Cultivate and maintain strong, trust-based relationships with key client stakeholders. Serve as their primary point of strategic contact and escalation, proactively understanding their evolving needs and ensuring their voice is heard.

Proactive Issue Resolution & Client Advocacy :

Anticipate and address client challenges and concerns head-on, escalating issues strategically to ensure swift and effective resolution. Act as a true client advocate within DeepSeas, ensuring their success is at the forefront.

Client Satisfaction & Continuous Improvement :

Champion client satisfaction by implementing robust feedback mechanisms and proactively driving service improvements based on client insights. Elevate the client experience and ensure DeepSeas consistently exceeds expectations.

Data-Driven Performance Management & Reporting :

Establish and meticulously track Key Performance Indicators (KPIs) to measure client success and identify areas for service enhancement and innovation. Generate insightful, regular reports on client performance, highlighting achievements, challenges, and actionable growth opportunities.

Client Health & Retention Strategy :

Proactively monitor the health of client relationships, leveraging data and insights to identify and mitigate risks that could impact client retention. Develop and implement proactive strategies to maximize client lifetime value and loyalty.

Strategic Service Delivery Excellence :

Drive the strategic execution of service delivery, ensuring all projects are completed on time, within budget, and consistently exceed client expectations, aligning with their strategic objectives.

Call to Action

Ready to Lead Client Success at a Cybersecurity Innovator?

If you are a proven Client Success leader eager to make a significant impact in a dynamic and rapidly growing cybersecurity company, we encourage you to apply.

Join DeepSeas and be at the forefront of MDR innovation, shaping the future of client partnerships in cyber defense.

Skills, Knowledge and Expertise

Bachelor's degree in Business, Marketing, or a related field.

10 years of experience in client success, account management, or a related role.

Proven track record of building and maintaining strong client relationships in a managed service and / or professional service environment.

Ability to develop and execute a comprehensive customer success strategy that aligns with business objectives.

Deep understanding of industry trends, customer expectations, and competitive landscapes.

Experience identifying and driving upsell and cross-sell opportunities to maximize customer lifetime value.

Strong track record of driving customer satisfaction, retention, and expansion through proactive engagement.

Strong financial acumen, including forecasting, budgeting, and P&L management.

Ability to anticipate customer needs and evolve strategies accordingly.

Proficiency in using data and analytics to drive customer success strategies and measure team performance.

Ability to develop and implement customer health metrics and retention frameworks.

Strong analytical and problem-solving skills, with the ability to identify trends and insights from data.

Excellent communication, presentation, and interpersonal skills.

Experience with CRM software (e.g., Salesforce) preferred.

Ability to work independently and as part of a team.

Experience in cyber / IT security is a plus.

Why DeepSeas?

At DeepSeas, we like to say that heart rates go down, careers take off, and security programs mature. Our values provide the ultimate guide for our daily behavior and decisions. Without these values, we aren't DeepSeas. They preserve the essence of our organization, reflect the personalities of our Deeps (how we affectionately refer to our teammates), and enable us to exceed expectations. Our values are :

We are client obsessed.

We stand in solidarity with our teammates.

We prioritize personal health and well-being.

We believe in the power of diversity.

We solve hard problems at the speed of cyber.

This is your chance to join a supportive crew of teammates and an industry-leading organization that values opportunities for growth. If DeepSeas sounds like a good fit for you, send us your resume and let's talk!

Information security is everyone's responsibility :

Understanding and following DeepSeas's information security policies and procedures.

Remaining vigilant and reporting any suspicious activity or possible weaknesses in DeepSeas's information security.

Actively participating in DeepSeas's efforts to maintain and improve information

security.

DeepSeas considers this position is as Moderate Risk with a potential to

view / access / download restricted / private client / internal data. This information must be treated with

sensitivity and in the most secure manner. HR reserves the right to perform random background / drug

screens to ensure the safety of client / DeepSeas data

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