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Secpod Technologies
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Director - Customer Success & Support

Director - Customer Success & Support

Secpod Technologies

15 - 20 years

25 - 30 Lacs

bengaluru

Posted:1 day ago| Platform:

Apply

Skills Required

unix product management ticketing linux customer support windows troubleshooting virtualization crm python

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: Director - Customer Success & Support

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.

At the core of SecPod s offerings is the

Saner Platform -

a suite of solutions that help organizations establish a strong security posture and prevent cyberattacks before they strike.

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.

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 certifications
Familiarity with cloud and on-prem infrastructure

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Director - Customer Success & Support

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Job Title: Director - Customer Success & Support

Location:

About SecPod

Saner Platform -

Role Summary

Director of Customer Success & Support

Key Responsibilities

Customer Onboarding & Time-to-Value

Technical Support & Escalation Management

Customer Success & Value Realization

Team Leadership & Culture

Required Experience & Skills

15+ years of experience

IT Infrastructure Management, Endpoint Security, cloud security, and Enterprise Security technologies

Linux/Unix, Windows, Mac systems, and virtualization

ticketing & CRM systems (e.g., Zendesk, HubSpot, Salesforce)

network and system security concepts

communication, presentation, analytical and problem-solving skills

Preferred Qualifications

More Jobs at Secpod Technologies