About the job
Join Our Team at Reality Defender
As a leader in the cybersecurity landscape, Reality Defender excels in helping enterprises and governments detect deepfakes and AI-generated media. Our award-winning platform employs a patented multi-model approach that stands resilient against the latest generative technologies producing video, audio, imagery, and text. With a robust API-first deepfake detection system, we empower developers and teams to combat fraud and misinformation in real time.
Supported by prestigious investors such as DCVC, Illuminate Financial, Y Combinator, Booz Allen Hamilton, IBM, Accenture, Rackhouse, and Argon VC, we collaborate with top-tier enterprises, financial institutions, and government bodies to prevent the misuse of AI-generated content.
Watch our Youtube: Reality Defender Wins RSA Most Innovative Startup to learn more about our innovative solutions.
The Role of Director of Customer Success
As the Director of Customer Success, you will spearhead the strategy and execution of our customer success initiatives. Your primary focus will be on ensuring that clients across various sectors can effectively deploy and utilize our deepfake detection platform, achieving measurable outcomes and value.
This position demands exceptional leadership skills, operational expertise, and a comprehensive understanding of complex enterprise and public-sector environments. You will cultivate and expand a high-performing team dedicated to enhancing customer outcomes, retention, and partnership longevity. Key responsibilities include:
Define and implement a cohesive Customer Success strategy that aligns with our growth and retention objectives.
Recruit, lead, and mentor a team of Customer Success Managers and onboarding specialists.
Establish scalable processes for customer onboarding, adoption, health monitoring, renewals, and expansion.
Drive growth within existing accounts by upselling and cross-selling our capabilities and enhancing customer utilization.
Set and monitor KPIs, including retention rates, net revenue retention (NRR), adoption metrics, and customer satisfaction (CSAT/NPS).
Collaborate closely with Sales, Solutions Engineering, Product, and Support teams to facilitate seamless customer lifecycle management.
Ensure compliance with security and operational standards for regulated customers.
Create and manage low-touch/tech-touch programs to enhance customer experiences effectively.

