Director of Customer Success & Support

About the job

Role Summary The Director of Customer Success & Support will own the entire post-sales customer journey. This includes customer onboarding, technical adoption, continuous value realization, retention, and customer support experience. Key Responsibilities Customer Onboarding & Time-to-Value • Lead and optimize onboarding programs for both Cloud/SaaS and On-Prem deployments. • Standardize deployment, integration, and configuration procedures for rapid time-to-value. • Establish clear onboarding success milestones and metrics. • Partner with Product and Engineering to improve the onboarding experience. Technical Support & Escalation Management • Lead Saner Platform Support and ensure world-class service across all customer segments. • Own SLA performance and critical KPIs such as FRT, MTTR, CSAT, backlog, and escalations. • Oversee troubleshooting, RCA identification, corrective action and preventive action (CAPA). • Manage 24x7 Support operations coverage and incident communications. • Maintain a continuously updated knowledge base for customers and support engineers. Customer Success & Value Realization • Own customer retention, renewal, and expansion outcomes. • Ensure customers continuously realize value from Saner Platform in line with their security objectives. • Conduct periodic account reviews / executive business reviews for key accounts. Team Leadership & Culture • Scale and mentor a high-performance CX organization. • Drive continuous upskilling on SecPod products, cybersecurity, and customer engagement. Required Experience & Skills • 15+ years of experience in Customer Success / Technical Support / Professional Services roles for cybersecurity or enterprise SaaS software products. • Strong understanding of IT Infrastructure Management, Endpoint Security, cloud security, and Enterprise Security technologies. • Working proficiency with Linux/Unix, Windows, Mac systems, and virtualization environments. • Experience with ticketing & CRM systems (e.g., Zendesk, HubSpot, Salesforce). • Knowledge of network and system security concepts. • Outstanding communication, presentation, analytical and problem-solving skills. Preferred Qualifications • BE / MCA • Experience managing global customer accounts • Cybersecurity certifications or Customer Success certification • Familiarity with cloud and on-prem infrastructure

Requirements

• Customer Success
• Technical Support
• Professional Services
• Cybersecurity
• SaaS Products

Qualifications

• BE
• MCA

Preferred Technologies

• Customer Success
• Technical Support
• Professional Services
• Cybersecurity
• SaaS Products

About the company

SecPod is a leading cybersecurity technology company committed to preventing cyberattacks through proactive security. Its mission is to secure every connected computing device across modern enterprises by delivering preventive, automated, and intelligent cybersecurity.