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Director, Client Success

May 30, 2026

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode, fueled by a recent $190m series C round. 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<ul style="min-height:1.5em"><li>Lead and scale the Client Success team, fostering a culture of accountability, data-driven decision-making, and excellence.</li></ul><ul style="min-height:1.5em"><li>Own the partner journey from onboarding through renewal, ensuring a seamless and increasingly automated experience.</li></ul><ul style="min-height:1.5em"><li>Partner with Sales and Product to align on partner needs, feedback loops, and AI-derived signals.</li></ul><ul style="min-height:1.5em"><li>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.</li></ul><ul style="min-height:1.5em"><li>Use platform telemetry and product usage signals to surface adoption gaps, at-risk accounts, and expansion opportunities, shifting from reactive to predictive partner management.</li></ul><ul style="min-height:1.5em"><li>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.</li></ul><ul style="min-height:1.5em"><li>Deploy and govern AI-powered partner health dashboards, churn prediction models, and automated playbook workflows to proactively manage risk and expansion at scale.</li></ul><ul style="min-height:1.5em"><li>Build AI-assisted onboarding sequences and digital engagement programs that scale partner coverage without proportional headcount growth.</li></ul>What You'll Bring<ul style="min-height:1.5em"><li>8+ years in Customer Success or Account Management, with 5+ years in a leadership role.</li></ul><ul style="min-height:1.5em"><li>Demonstrated track record in cybersecurity & MSP-focused environments, or with a clear demonstrated ability to operate in a highly technical B2B product environment.</li></ul><ul style="min-height:1.5em"><li>Proven ability to lead cross-functional initiatives and drive measurable outcomes.</li></ul><ul style="min-height:1.5em"><li>Strong communication, analytical, and executive presence skills, including the ability to present data-driven outcomes to C-suite stakeholders.</li></ul><ul style="min-height:1.5em"><li>Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans.</li></ul><ul style="min-height:1.5em"><li>Demonstrated experience building AI-assisted CS motions, automated digital-touch programs, LLM-assisted workflows, and AI-driven intervention playbooks.</li></ul><ul style="min-height:1.5em"><li>Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans.</li></ul><ul style="min-height:1.5em"><li>Track record of owning and improving NRR, GRR, and expansion revenue in a high-growth SaaS or cybersecurity environment.</li></ul><ul style="min-height:1.5em"><li>Experience communicating AI-driven value and ROI to C-suite stakeholders, moving conversations from feature adoption to quantifiable business outcomes.</li></ul><ul style="min-height:1.5em"><li>Familiarity with AI governance, prompt engineering, or building with LLM-based tooling is a plus.</li></ul>Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races, colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital status, or any other legally protected status. We are committed to equality of opportunity in all aspects of employment. 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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