Director of Customer Success

#Get There First

Digital Hands is an innovative Managed Security Service Provider (MSSP) with a mission to protect customer data and make technology available, productive and secure with the strongest talent in the cyber industry. Members of the Digital Hands Team work with leading technologies and protect a dynamic set of enterprise-class customers including best-known brands in the hospitality, financial, manufacturing and communications industries.

Digital Hands employees enjoy competitive compensation and benefits, training opportunities, personal skills development, and opportunities for professional advancement across the organization.

Digital Hands is comprised of innovators leading from the front, fueled by a desire to achieve, test new boundaries, and a determination to do whatever it takes to get there first every time. Ideal candidates believe in the mission and vision of the company and have a genuine love for what they do. At Digital Hands, we take ownership, obsess over our promises, anticipate our customers' needs.

and get ahead of every threat so that our customers can focus on their business with the peace of mind that only comes from knowing their cyberworld is secure.

* This is a full-time onsite role in Tampa, Florida.

At Digital Hands, we don't just protect our customers - we empower them. As a trailblazer in the cybersecurity services space, we're on a mission to deliver unbeatable customer experiences that fuel retention, growth, and innovation. We're seeking a results-driven Director of Customer Success to lead a high-performing team and drive success across every stage of the customer journey.

About You

• You're a Builder: You know how to scale customer success programs and build strong, repeatable processes that support growth and deliver value at every touchpoint.
• You're a Customer Advocate: You represent the voice of the customer internally and are passionate about ensuring their success, from onboarding through renewal and expansion.
• You're a Strategic Leader: You work cross-functionally with Sales, Security Operations, and Marketing to drive outcomes, eliminate roadblocks, and elevate the customer experience.
• You're Revenue-Focused: You understand the importance of retention, upsell, and adoption in a recurring revenue business model - and you know how to make those metrics move.
• You're a Confident Communicator: Whether you're in the boardroom or on a customer call, you're clear, credible, and always ready to lead.

What You'll Do

• Lead the Customer Success team and own the customer journey - onboarding, adoption, satisfaction, renewals, and upsells.
• Manage strategic accounts and ensure consistent value delivery through Quarterly Business Reviews and ongoing engagement.
• Drive retention, reduce churn, and increase Net Promoter Scores (NPS) and Customer Satisfaction Scores (CSAT).
• Define and optimize customer lifecycle touchpoints and establish success metrics and reporting standards.
• Collaborate cross-functionally to improve service delivery and shape product development.
• Build and coach a high-performance team and drive a customer-centric culture across the organization.

What You Bring

• 10+ years in Customer Success, Service Delivery, or Relationship Management, with 4+ years leading teams.
• Experience in cybersecurity, managed services (MSP/MSSP), or IT infrastructure.
• Proven success in growing customer relationships and driving revenue.
• Strong analytical, project management, and communication skills.
• Experience working with complex, enterprise-level clients.
• Bachelor's degree required (MBA preferred); PMP or other certifications a plus.

The Brand You'll Stand Behind
Digital Hands is setting the standard in cybersecurity services - and our customer relationships are at the heart of it. As part of our leadership team, you'll play a vital role in shaping how we deliver value and drive long-term success for our clients.
5X TSIA Service Partner of the Year
6X Top 250 MSSP by MSSP Alert
2024 Gold Winner - Innovation of the Year in Cybersecurity (Globee Awards)
2024 Editor's Choice - Cutting Edge MSSP (Cyber Defense Magazine)

Digital Hands is dedicated to a diverse and inclusive workplace and…