Director, Customer Success (FNSS)

Tysons, VA, United States

Flashpoint National Security Solutions is looking for a Director, Customer Success to join our Customer Success team. Sitting at the nerve center of a rapidly scaling organization, you will be balancing tasks of different shapes and sizes -- some of which may be on fire -- and require strong organizational skills with an impeccable eye for detail. This role requires superb judgment and trustworthiness as you handle some of our customer's most sensitive matters.

To succeed in this role, you will have strong initiative to find the root cause of problems, drive solutions, and document new processes. You will be an exceptionally strong communicator - both verbally and as a writer - capable of simplifying complex subjects to any audience, and of influencing internal initiatives without authority. In short, if your mantra is "I can help with that," and you're loaded with tenacity, grit, and acumen, we want to speak with you!

Flashpoint is the pioneering leader in threat data and intelligence. We empower commercial enterprises and government agencies to decisively confront complex security challenges, reduce risk, and improve operational resilience amid fast-evolving threats. Through the Flashpoint Ignite platform, we deliver unparalleled depth, breadth and speed of data from highly relevant sources, enriched by human insights. Our solutions span cyber threat intelligence, vulnerability intelligence, geopolitical risk, physical security, fraud and brand protection. The result: our customers safeguard critical assets, avoid financial loss, and protect lives. Discover more at flashpoint.io

What we are looking for:

Communication and Leadership

Empathy and trustworthiness - Elicit and action customer requirements; be able to anticipate challenges and actively troubleshoot complex challenges and customer dynamics

Collaborative: ensure the involvement of all key internal and external stakeholders to solve challenges the right way

Strategic Thinking: be capable of making sense of an infinite number of data points from across your customer portfolio to make recommendations on how Flashpoint should strategically deploy it's resources

Management and Leadership: Guides the team in appropriately navigating challenges and strategies, delegating when appropriate

Problem Solving

Anticipate roadblocks: proactively anticipating team objectives and customer needs

Multi-task: identify and prioritize problems with capacity to work on multiple tasks in parallel

Operate Independently: able to work independently and recruit additional cross-functional resources needed to accomplish larger goals

What you will do:

Develop Customer Relationships: Leveraging both your experience in the security and intelligence industry and your knowledge of Flashpoint's tools, datasets and analytic capability, you will position each customer to get the most out of their Flashpoint subscription. You will leverage your experience and rapport with customers to make Flashpoint an extension of their intelligence team that is trusted to support more use cases and the most sensitive challenges.

Service Customer Requests: Uphold Flashpoint's reputation as the industry leading intelligence partner through responsiveness and dedication to each request. Judgment and resourcefulness will be key as you manage multiple requests from around the world with varying degrees of complexity, sensitivity, and urgency.

Internal Advocacy: as the voice of the customer inside of Flashpoint, you will ensure that Flashpoint's products and services continue to develop and evolve to meet their expectations through the clear communication of their feedback and requirements. You will be capable of documenting, quantifying and prioritizing this feedback to align the entire Flashpoint team to meet the customer's needs.

Enable Customers at All Levels: provide tactical, operational and strategic support to customers from the most junior security analyst to senior members of the customer's executive teams.

Building and Enhancing Processes: A detail-oriented approach to documenting each process and ensuring that others can easily reproduce as the Flashpoint team scales.

Project Management: Participates in departmental-level strategy planning, and is accountable for cross-functional project management/delivery, while simultaneously providing support and mentorship for other team members

What you will bring:

Cybersecurity, Military, Law Enforcement, Government or Intelligence Community Experience

Experience creating, managing and measuring new programs or projects that can grow the department in a scalable, repeatable manner

Ability to manage a single team to success

Superb communication skills, both written and verbal

Excellent analytical and problem-solving skills

Willingness to travel to engage with customers in person if necessary

Base Pay Range: $145,800 - $178,300 plus target bonus

Why Flashpoint is a Great Place to Work:

Diversity. Flashpoint is committed to fostering, cultivating and preserving a culture of diversity, inclusion, belonging, and equity. We recognize that diversity is key to achieving our vision. We believe that every person and their experiences contribute to building a work environment and products and services that will change the world.

Culture and Belonging. Our company's culture isn't something you join, it's something you build and shape, and each person's unique backgrounds and experiences contribute to who Flashpoint is and will become. You will have ample opportunities to connect with coworkers through various communication channels and company-funded virtual events: book clubs, happy hours, committees, DIBE discussion group, Donut mixers, local team member meetups and much more.

Perks. Flashpoint understands that personal wellness is one of the keys to a happy, healthy and productive work environment. That's why we also prioritize health and wellness perks like gym reimbursements, expensed lunches, cool cultural initiatives and inclusive employee events.

Career Growth. Flashpoint is invested in the growth of our team members and understands that frequent, two-way feedback is critical to that growth. We encourage regular one-on-ones with your manager, a regular schedule of performance reviews, learning and development opportunities, and guidance through formalized career paths; whether that be towards being a great manager, being a great individual contributor, or a lateral move to gain breadth of knowledge and experience.

Are you unsure if this role suits you or not? Unsure about the timing? Interested in future opportunities? Stay connected by joining our Talent Network . By doing so, you'll stay updated with Flashpoint news and upcoming career opportunities. Even if you're not ready to apply now, being part of our Talent Network ensures you won't miss out on exciting opportunities in the future.

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