Director of Customer Success

Who we are. Reality Defender is an award-winning cybersecurity company helping enterprises and governments detect deepfakes and AI-generated media. Utilizing a patented multi-model approach, Reality Defender is robust against the bleeding edge of generative platforms producing video, audio, imagery, and text media. Reality Defender's API-first deepfake detection platform empowers teams and developers alike to identify fraud, disinformation campaigns, and harmful deepfakes in real time. Backed by world class investors including DCVC, Illuminate Financial, Y Combinator, Booz Allen Hamilton, IBM, Accenture, Rackhouse, and Argon VC, Reality Defender works with leading enterprise clients, financial institutions, and governments in order to ensure AI-generated media is not used for malicious purposes. Youtube: Reality Defender Wins RSA Most Innovative Startup The Director of Customer Success Role. As Director of Customer Success, you will lead the strategy, structure, and execution of our customer success function. You will ensure that our customers across sectors successfully deploy, adopt, and derive measurable value from our deepfake detection platform. This role requires strong leadership, operational rigor, and a deep understanding of complex enterprise and public-sector environments. You will build and scale a high-performing team focused on customer outcomes, retention, expansion, and long-term partnership.

Responsibilities include: Define and execute the overall Customer Success strategy aligned with company growth and retention goals. Build, lead, and mentor a team of Customer Success Managers and onboarding specialists. Develop scalable processes for onboarding, adoption, health monitoring, renewals, and expansion. Drive expansion in existing customers through upselling existing capabilities, cross-selling new capabilities or driving adoption and utlization by our customers’ customers. Establish and track KPIs, including retention, net revenue retention (NRR), adoption metrics, and customer satisfaction (CSAT/NPS). Partner closely with Sales, Solutions Engineering, Product, and Support to ensure seamless customer lifecycle management. Ensure compliance, security, and operational expectations are met for regulated customers. Develop and implement low-touch/tech-touch programs to efficiently serve lower-tier and PLG segments while maintaining quality engagement Create and execute customer advocacy programs, including reference programs, case studies, and advisory boards to amplify customer voice Forecast renewals and expansion pipeline with accuracy, providing regular reporting to executive leadership on retention and growth metrics Translate customer feedback and product usage data into actionable insights for Product and Engineering teams to influence roadmap priorities Design and deliver Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) that demonstrate ROI and strategic value alignment