VP, Customer Growth

Summary

Join Blackpoint Cyber as VP, Customer Growth and lead the post-sale customer lifecycle, overseeing Account Management and Client Success. Drive customer satisfaction, retention, expansion, and adoption. Collaborate with Sales, Product, Technical Support, and the SOC to deliver a seamless customer experience. Lead and scale teams, establish strategies to improve renewal and conversion rates, and build strong customer relationships. Provide training, conduct regular 1:1s and QBRs, and foster a customer-centric culture. Define and track KPIs, ensure seamless onboarding, and work with cross-functional teams on forecasting.

Requirements

• 7+ years in a customer or client facing role, including 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

Responsibilities

• Lead, motivate and scale the Client Success and Account Management teams, fostering a culture of accountability and excellence
• 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 around revenue opportunities and key objections
• Provide weekly training, with a strong focus on relationship-building and customer de-escalation skills
• Collaborate with the 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 potential bottlenecks
• Drive Quarterly Business Reviews (QBRs) and executive engagement with strategic accounts
• Foster a customer-centric culture across the organization and collaborate cross-functionally with GTM, Product, Tech Support and SOC leaders to champion the voice of the customer and influence roadmap and service delivery
• Work with RevOps and finance teams on providing weekly, monthly, quarterly and annual forecasts to the Executive Leadership team
• 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

Preferred Qualifications

• Previous experience in investment banking, consulting or investing at an Associate or Engagement Manager level or higher is preferred
• Preference will be given to candidates with experience in cybersecurity or MSP-focused environments
• MBA is preferred but not required

Benefits

• Competitive Health, Vision, Dental, and Life Insurance plans
• A robust 401k plan
• Discretionary Time Off
• Other minor perks