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Director of Customer Success at Reality Defender | New York City

Reality DefenderNew York City
On-site Full-time

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Experience Level

Senior Level Manager

Qualifications

To excel in this role, candidates should possess:A strong background in customer success management or related fields. Experience in leading teams and driving customer engagement strategies. Proficiency in analytics and performance metrics to evaluate customer health and success. Exceptional communication and interpersonal skills to foster strong customer relationships. A proven track record in a technology-driven environment, preferably within cybersecurity or AI sectors.

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.

About Reality Defender

Reality Defender is a pioneering cybersecurity firm dedicated to helping organizations identify and mitigate the risks associated with deepfakes and AI-generated content. By harnessing cutting-edge technology and innovative approaches, we strive to protect our clients from disinformation and fraud, ensuring the integrity of digital media.

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