About the RoleWe 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.
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.
