Director of Customer Success

About TrustifiTrustifi is a leading provider of AI-powered email security and data protection solutions designed to help organizations defend against phishing, data loss, and compliance risks. Trusted by MSPs, enterprises, and regulated industries worldwide, Trustifi provides an all-in-one platform for inbound and outbound email security, compliance automation, and encryption.Position SummaryThe Director of Customer Success will lead Trustifi’s post-sale client experience, ensuring our customers achieve maximum value and measurable outcomes from the Trustifi platform. This leadership role combines strategic vision, technical acumen, and operational excellence to drive customer satisfaction, renewal, and expansion. The Director will oversee the customer success team, define scalable engagement processes, and collaborate cross-functionally with Sales, Product, and Engineering. The ideal candidate will come from the email-security or cybersecurity industry and bring a deep technical understanding of email infrastructure and cloud environments.Key ResponsibilitiesCustomer Success Strategy & Leadership• Develop and execute a scalable customer success framework to improve onboarding, adoption, and retention.• Lead and mentor the customer success and support teams, promoting a culture of accountability and continuous improvement.• Establish success metrics, playbooks, and performance dashboards to monitor account health and reduce churn.Customer Onboarding & Adoption• Oversee customer onboarding, ensuring smooth implementation and integration across diverse client environments.• Conduct technical walkthroughs and training for administrators, MSPs, and enterprise clients.• Standardize best practices for adoption and utilization of Trustifi’s AI-driven email security platform.Account Management & Retention• Build and maintain executive-level relationships with key accounts.• Proactively manage renewals and expansion within existing customer portfolios.• Identify at-risk accounts, create recovery plans, and ensure successful retention strategies.Product Collaboration & Innovation Feedback• Partner closely with the Product and Engineering teams to communicate customer feedback, feature requests, and real-world use cases.• Translate client requirements into actionable insights that inform the product roadmap and feature prioritization.• Collaborate with Product Marketing to ensure customers are informed and trained on new releases, enhancements, and integrations.Technical Oversight & Escalation• Provide Tier 2–3 technical guidance and oversee escalations related to configuration, email routing, encryption, and integration.• Act as a subject-matter expert on Trustifi’s technical stack, APIs, and email security architecture.• Ensure customer feedback loops are documented and aligned with continuous improvement initiatives.Renewals, Upsells & Reporting• Forecast renewals and identify upsell opportunities across the customer base.• Partner with Sales on account growth initiatives and customer advocacy programs.• Maintain reporting on ARR retention, churn prevention, and expansion trends.Requirements• 5+ years of experience in Customer Success or Account Management within email security, cybersecurity, or SaaS environments.• Proven technical expertise in email infrastructure (DNS, MX records, DKIM, SPF, DMARC, APIs, etc.).• Experience leading a team and managing strategic customer relationships.• Demonstrated success in influencing product roadmaps and feature development through customer insights.• Strong analytical, communication, and leadership skills.• Experience with CRM and customer engagement tools (e.g., HubSpot, Salesforce, Gainsight).• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.** Preferred to be located in Las Vegas, can be remote as well.What We Offer• Competitive salary and performance-based bonuses• Health, dental, and vision benefits• Flexible remote work environment• Opportunity to lead within a rapidly growing AI-powered cybersecurity innovator backed by top-tier investors** You can send your resume directly to- shanidahan260790@gmail.com