Head of Client Success

About the role

Blackpoint Cyber is seeking a Head of Client Success to lead and shape the future of our Client Success organization. This role requires building a high-performing team, defining strategic visions, and using automation and AI to scale the function.

What You'll Do

• Build and lead a high-performing Client Success organization, hiring exceptional managers, developing talent, and instilling a culture of rigor, ownership, and excellence.
• Define the strategic vision and operating model for the partner journey, from onboarding through renewal, ensuring the experience becomes more seamless and more automated over time.
• Bring first-principles thinking to how the function scales, challenging legacy assumptions about team structure, coverage, and where human judgment versus automation creates the most value.
• Partner with Sales and Product on partner needs, feedback loops, and AI-derived signals, serving as a credible and informed voice on product direction and roadmap tradeoffs.
• Develop effective CS operations, AI tooling standards, and a Center of Excellence framework that drive consistency and repeatable outcomes across the team.
• Deploy and govern AI-powered health dashboards, churn prediction models, and automated playbook workflows that manage risk and expansion at scale.
• Build AI-assisted onboarding sequences and digital engagement programs that extend partner coverage without proportional headcount growth.

What You Bring

• 5+ years building and leading teams with experience in Customer Success, with a genuine track record of developing managers and growing organizational capability.
• Exceptional strategic and first-principles thinking, with the judgment to step back from established process and rebuild it around what actually drives outcomes.
• High emotional intelligence and sound business judgment, with the ability to read a room, navigate cross-functional complexity, and make strong calls under ambiguity.
• Poloarized communication and executive presence, with genuine fluency in product, capable of translating technical nuance and roadmap tradeoffs into business impact for partners and the C-suite alike.
• Experience operating in a highly technical B2B SaaS environment; exposure to cybersecurity or the MSP channel is a plus, not a requirement.
• Strong analytical fluency, with the ability to interpret platform telemetry and usage data into account-level and portfolio-level insight.
• A demonstrated record of owning and improving NRR, GRR, and expansion revenue within a high-growth SaaS environment.
• Experience building AI-assisted CS motions, automated digital-touch programs, and LLM-assisted workflows and intervention playbooks.
• An MBA and prior management consulting experience are strongly preferred.
• Familiarity with AI governance, prompt engineering, or LLM-based tooling is a plus.

Qualifications

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.

Benefits

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.

Pay

N/A

Schedule

N/A