Blackpoint Cyber is hiring a strategic and hands-on VP, Customer Growth to lead the post-sale customer lifecycle. This role oversees the Account Management and Client Success functions, ensuring customers achieve long-term value from our platform and driving satisfaction, retention, expansion, and adoption.
What You'll Do
- Lead, motivate and scale the Client Success and Account Management teams.
- Establish key strategies to drive renewal rate improvements and conversion rates for upsell and cross-sell opportunities.
- Build strong, lasting relationships with key customers and serve as an escalation point for complex issues.
- Provide weekly training with a focus on relationship-building and customer de-escalation skills.
- Collaborate with sales enablement and product teams on facilitating technical, product and competitive landscape training.
- Conduct regular 1:1s with team to review health of books of business, diligence key opportunities and identify bottlenecks.
- Drive Quarterly Business Reviews (QBRs) and executive engagement with strategic accounts.
- Foster a customer-centric culture and collaborate cross-functionally to champion the voice of the customer.
- Work with RevOps and finance teams on providing weekly, monthly, quarterly and annual forecasts.
- Define and track KPIs around product adoption, customer expansion, gross and net retention, and customer health.
- Ensure seamless onboarding, ongoing training, and support processes are in place.
What We're Looking For
- 7+ years in a customer or client facing role.
- 2+ years in a leadership role.
- Proven ability to drive cross-functional initiatives and deliver measurable outcomes.
- Excellent leadership qualities to motivate and collaborate while holding teams accountable.
- Strong communication, relationship-building and executive presence skills.
- Analytical mindset with experience in metrics-driven performance and behavioral management.
- Experience with churn prediction, onboarding SLAs, customer health scoring and revenue forecasting.
- Roll up the sleeve mentality, willingness to learn and high degree of adaptability to a fast-paced operating environment.
Nice to Have
- Previous experience in investment banking, consulting or investing at an Associate or Engagement Manager level or higher.
- Experience in cybersecurity or MSP-focused environments.
- MBA.
Team & Environment
You will oversee both Account Management and Client Success functions.
Benefits & Compensation
- Competitive Health, Vision, Dental, and Life Insurance plans.
- Robust 401k plan.
- Discretionary Time Off.
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.
