• Accounts: The Senior CSM will focus on a smaller number of high-value strategic accounts focusing on Payroll. Develop and execute comprehensive account strategies for long-term success. • Risk: Proactively identify risks before they happen. Rally and project management internal stakeholders to address customer issues in a timely manner to optimize customer sentiment. • Relationships: Build relationships with senior stakeholders. Develop a deep understanding of the customer's business, hiring plans, and the outcomes that will define the success of the partnership. Then put a success plan in place to maximize the customers’ experience. Host regular business reviews to review the partnership. • Product: Be the voice of the customer by collecting product and operational feedback. CSM should prioritize requirements based on risk, urgency, and revenue impact + project manage internal stakeholders to deliver priority items in a timely manner while setting appropriate expectations with the customer along the way. • Responsible for providing a high-quality experience to our customers on a day-to-day basis. • Coordinate with internal stakeholders to ensure timely response and completion of customer requests. • Drive adoption of platform features that will lead to a better customer experience and better retention.

• Lead strategic relationships with a portfolio of enterprise accounts • Develop and execute account plans aligned with customer goals • Conduct regular executive business reviews to assess progress • Monitor account health and address risk indicators proactively

• Support onboarding and day-to-day success of a portfolio of customers by coordinating check-ins, answering platform questions, and assisting with campaign setup or troubleshooting • Act as a liaison between customers and internal teams to ensure smooth execution of customer programs • Manage a diverse book of business across industries, driving customer engagement and health • Collaborate with internal partners (e.g., Operations, Product, Sales, and Marketing) to deliver outstanding customer experiences • Track and maintain accurate customer activity, documentation, and status updates in CRM and customer success systems • Assist in monitoring customer health and proactively flagging issues or opportunities to team leadership • Contribute to improvements in processes, documentation, and knowledge-sharing to support customer outcomes and internal efficiency • Participate in team initiatives, training, and ongoing development to deepen customer and product knowledge

SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further! As a Sr. Partner Success Manager at SpyCloud, you’ll play a pivotal role in supporting the growth and retention of our global partner ecosystem, specifically within the EMEA region. Working under the guidance of the Director of Partner Success, you'll serve as a trusted advisor to our partners, ensuring they are fully enabled, engaged, and achieving measurable value from SpyCloud’s cybersecurity solutions. This is a highly cross-functional role that requires strong relationship-building skills, technical aptitude, and a passion for partner success in a fast-paced SaaS environment. What You'll Do: - Partner Engagement & Enablement - Build and nurture strong, value-driven relationships with partner contacts, ensuring high levels of satisfaction and loyalty. - Guide partners through onboarding, training, strategy and continued success plans. - Adoption & Retention - Drive product adoption and usage by understanding partner goals and aligning our solutions to their business needs. - Proactively identify and mitigate risks to partner retention and satisfaction. - Operational Support - Execute and optimize partner-facing processes including onboarding, Partnership Reviews (QBRs), and ongoing support in collaboration with internal teams. - Manage partner escalations and coordinate issue resolution with internal stakeholders. - Cross-Functional Collaboration - Act as the voice of the partner within SpyCloud, sharing feedback with product, sales, and marketing teams to influence roadmaps and campaigns. - Collaborate on campaigns, product updates, and co-selling initiatives. - Performance Monitoring & Reporting - Track key partner metrics, usage patterns, and success KPIs; present insights and recommendations to both internal and external stakeholders. - Partner Program Execution - Support the execution of partner success strategies and contribute to continuous improvement efforts across the partner lifecycle. Requirements: - 5-10 years of experience in partner success, customer success, or account management within a SaaS environment. - Demonstrated ability to manage partner relationships, including familiarity with both Alliance, Channel and MSSP models, to drive mutual value and outcomes. - Strong communication, problem-solving, and interpersonal skills. - Technical acumen with the ability to understand and explain cybersecurity solutions to both technical and non-technical audiences. - Analytical mindset with the ability to turn data into actionable insights. - Familiarity with cybersecurity or threat intelligence solutions preferred.. - Experience with CRM and CS platforms (e.g., Salesforce, Gainsight). - Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously. SpyCloud is not sponsoring visas at this time. For applicants residing in California, please click here to read SpyCloud's CCPA Notice. For applicants residing in the UK, please click here to read SpyCloud's Employee Privacy Notice. U.S.-Based Benefits + Perks (for Full Time Employees): At SpyCloud, we are committed to working alongside individuals who are equally passionate about preventing cybercrime, regardless of their department or role. Guided by our core values in all business decisions, we prioritize unity in our mission and ensure all SpyCloud employees have the support and benefits they need to stay focused on our goals. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we offer our employees a comprehensive benefits package that includes: - 401(k) with Employer Contribution - Health, Vision, and Dental Insurance - Health Savings Account (HSA) available with Employer Contribution - Employer Paid Life, Short-term, and Long-term Disability Insurance - Generous PTO Plan and 16 paid holidays per year U.K.-Based Benefits + Perks (for Full Time Employees): - Retirement Savings Plan with Employer Contribution - Employer Provided Private Health Insurance and Healthcare Cashplan - Employer Paid Life Insurance and Income Replacement - Generous Holiday Plan and 14 paid holidays per year About SpyCloud: SpyCloud transforms recaptured darknet data to disrupt cybercrime. Its automated identity threat protection solutions leverage advanced analytics and AI to proactively prevent ransomware and account takeover, detect insider threats, safeguard employee and consumer identities, and accelerate cybercrime investigations. SpyCloud's data from breaches, malware-infected devices, and successful phishes also powers many popular dark web monitoring and identity theft protection offerings. Customers include seven of the Fortune 10, along with hundreds of global enterprises, mid-sized companies, and government agencies worldwide. Headquartered in Austin, TX, SpyCloud is home to more than 200 cybersecurity experts whose mission is to protect businesses and consumers from the stolen identity data criminals are using to target them now. To learn more and see insights on your company’s exposed data, visit spycloud.com. Our Mission: Our mission is to make the internet a safer place by disrupting the criminal underground. Together with our customers and partners, we aim to end criminals’ ability to profit from stolen information. Who We Are: SpyCloud is a place for innovative, collaborative, and problem-solvers to thrive. Individually, we’re amazing, but together, we’re unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities, and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud's employees to perform their job duties may result in discipline up to and including discharge. SpyCloud shares the right to work and participates in the E-Verify program in all locations. If you need assistance or accommodation due to a disability, you may contact us. Our Culture: Our culture is something really special. We’re all driven to disrupt the cybercriminal economy as we keep customer accounts safe from compromise. We support a truly worthy and serious mission, but we have fun doing it together. If you are driven, inventive, and collaborative, you’ll fit right in. SpyCloud’s Recruitment Policy: We will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email careers@spycloud.com. Compensation Transparency Policy: At SpyCloud, we believe in transparency and fairness in compensation. We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure. We are committed to providing competitive salaries and benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters. Learn more and apply: SpyCloud Careers