Director – Customer Success & Support

Location:

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. 

Saner Platform -

Role Summary

Director of Customer Success & Support

This role will directly lead the Customer Success Managers, Onboarding Specialists, and Technical Support Engineers to ensure customers realize measurable value and remain secure, satisfied, and long-term SecPod partners.

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