Director of Customer Success & Support

About the job

Location: Bengaluru, India About SecPod 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. 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. The ideal leader is customer-obsessed, technically strong, and experienced in cybersecurity or enterprise security SaaS products. 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. • Track FRs and Bugs with Product Management and ensure customers receive timely updates. 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. • Build customer success playbooks, success plans, and adoption frameworks. • Conduct periodic account reviews / executive business reviews for key accounts. • Identify churn risks early and implement proactive recovery plans. Team Leadership & Culture • Scale and mentor a high-performance CX organization. • Drive continuous upskilling on SecPod products, cybersecurity, and customer engagement. • Foster a culture of accountability, collaboration and customer empathy. 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. • Bonus: scripting skills (PowerShell/Shell/Python) & ability to interpret technical data. • Outstanding communication, presentation, analytical and problem-solving skills. • Demonstrated ability to lead customer-facing technical teams. Preferred Qualifications • BE / MCA • Experience managing global customer accounts • Cybersecurity certifications or Customer Success certification • Familiarity with cloud and on-prem infrastructure

Requirements

• Customer onboarding
• Technical support
• Customer success
• Team leadership
• Communication

Qualifications

• BE / MCA

Preferred Technologies

• Customer onboarding
• Technical support
• Customer success
• Team leadership
• Communication

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.