Director Customer Success & Support Job in Secpod Technologies
Director Customer Success & Support
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
Director Customer Success & Support
Location: Bangalore | Employment Type: Full-Time | Experience: 15+ Years
About SecPod
SecPod is a leading cybersecurity technology company dedicated to preventing cyberattacks through proactive security. Our core offering, the Saner Platform, helps organizations establish a strong security posture through preventive, automated, and intelligent cybersecurity solutions.
Role Summary
The Director of Customer Success & Support will own the post-sales customer journey, including onboarding, technical adoption, value realization, and retention. This role requires a technically strong leader with deep experience in cybersecurity or enterprise security SaaS products to lead CSMs, Onboarding Specialists, and Support Engineers.
Key Responsibilities
Customer Onboarding & Time-to-Value
- Lead onboarding programs for both Cloud/SaaS and On-Prem deployments.
- Standardize deployment and configuration procedures for rapid time-to-value.
- Collaborate with Product and Engineering to enhance the user onboarding experience.
Technical Support & Escalation Management
- Lead Saner Platform Support operations and own critical KPIs: FRT, MTTR, CSAT, and backlog.
- Oversee Root-Cause Analysis (RCA) and Corrective/Preventive Actions (CAPA).
- Manage 24x7 support coverage and track feature requests and bugs with Product Management.
Customer Success & Value Realization
- Own customer retention, renewal, and expansion outcomes.
- Develop success playbooks and adoption frameworks aligned with client security objectives.
- Conduct Executive Business Reviews (EBRs) and implement proactive churn recovery strategies.
Team Leadership
- Scale and mentor a high-performance organization focused on customer empathy and accountability.
- Drive continuous upskilling in cybersecurity and SecPod product architecture.
Required Experience & Skills
- Experience: 15+ years in Customer Success or Technical Support for cybersecurity/enterprise SaaS.
- Technical Proficiency: Strong knowledge of IT infrastructure, endpoint security, and Linux/Unix/Windows/Mac systems.
- Systems Knowledge: Experience with Zendesk, HubSpot, and Salesforce.
- Bonus Skills: Scripting (PowerShell/Python) and cybersecurity certifications.
- Education: BE / MCA or equivalent technical degree.
Qualification : BE / MCA or equivalent technical degree
