Director of Customer Success & Support
BreachLock Inc. · Pune · onsite · Posted 69d ago
Not disclosed8–12 yrsfulltimeSourced from
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About this role
About Breachlock
BreachLock is a fast-growing cybersecurity company delivering AI-powered penetration testing and adversarial
security validation at scale. Our three product lines — PTaaS (Penetration Testing as a Service), ASM (Attack
Surface Management), and AEV (Adversarial Exploit Validation) — serve enterprise customers across the US,
Europe, and India, with combined revenue approaching $20M. We are building the next generation of offensive
security technology powered by agentic AI and are looking for senior leaders to help us scale.
THE OPPORTUNITY
This is a foundational leadership role. BreachLock is at an inflection point — strong revenue, a fast-growing
enterprise US customer base, and three distinct products that each demand a different support and success
motion. We need a Director who can build the Customer Success and Support organisation from scratch, establish
the processes, hire and develop the team, and ensure our customers — especially those in the US timezone —
feel they have a world-class partner in BreachLock.
You will report directly to the CTO and own the full post-sale customer experience across all three products. This is
not an inherited role — you will design and build it.
What You Will Own
Customer Success
You will inherit and build a team that includes:
Requirements
WHAT WE ARE LOOKING FOR
BreachLock is a fast-growing cybersecurity company delivering AI-powered penetration testing and adversarial
security validation at scale. Our three product lines — PTaaS (Penetration Testing as a Service), ASM (Attack
Surface Management), and AEV (Adversarial Exploit Validation) — serve enterprise customers across the US,
Europe, and India, with combined revenue approaching $20M. We are building the next generation of offensive
security technology powered by agentic AI and are looking for senior leaders to help us scale.
THE OPPORTUNITY
This is a foundational leadership role. BreachLock is at an inflection point — strong revenue, a fast-growing
enterprise US customer base, and three distinct products that each demand a different support and success
motion. We need a Director who can build the Customer Success and Support organisation from scratch, establish
the processes, hire and develop the team, and ensure our customers — especially those in the US timezone —
feel they have a world-class partner in BreachLock.
You will report directly to the CTO and own the full post-sale customer experience across all three products. This is
not an inherited role — you will design and build it.
What You Will Own
Customer Success
- Own the post-sale customer journey from onboarding through renewal for PTaaS, ASM, and AEV
- Build and run a regular cadence of check-ins and QBRs with key enterprise accounts — primarily US-based
- Identify expansion opportunities and renewal risks early — feeding signals to sales and CTO
- Design onboarding playbooks for each product that reduce time-to-value for new customers
- Be the customer's champion internally — representing their voice in product decisions
- Design and implement the L1 support model across all three products
- Define SLA tiers (P1-P4) for each product and ensure the team delivers against them
- Own Freshdesk configuration, ticket routing, escalation workflows, and reporting
- Manage the shift model to ensure meaningful US timezone coverage from India
- Build and lead a team of L1 support engineers — hiring, training, performance management
- Govern the escalation process to engineering teams (PTaaS, AEV, SRE)
- Run a weekly digest of top customer pain points and feature requests to the PM team
- Ensure AEV false positive feedback reaches the AI/ML engineering team in structured form
- Participate in sprint planning to represent support-driven priorities
- Own CSAT, NPS, first response time, resolution time, and escalation rate
- Report weekly to CTO on support health and customer success indicators
- Set and track targets — not just report numbers
You will inherit and build a team that includes:
- SRE & Support Operations Lead (existing, reports to you)
- Junior SRE engineers
- IT Engineer
- L1 Support Engineers × 2-3 for PTaaS/ASM (to be hired with your input)
- AEV L1 Support Engineer × 1 — security-aware profile
Requirements
WHAT WE ARE LOOKING FOR
- 8-12 years of experience, with at least 3-4 years in a leadership role
- Proven track record of building customer success or support organisations from scratch — not just inheriting team
- Strong exposure to enterprise SaaS customers, ideally in a US-market-facing role from India
- Experience with cybersecurity, VAPT, vulnerability management, or technical SaaS products strongly preferred
- Has owned SLA frameworks, Freshdesk/Zendesk setups, and escalation processes end to end
- Commercially minded — understands that support and CS directly impact renewal and expansion revenue
- Strong communicator — can hold a call with a US enterprise CISO as comfortably as coaching a junior support engineer
- Process-oriented — builds systems and documentation, not just resolves issues
- Data-driven — runs the team on metrics, not gut feel
- Timezone fluency — comfortable running a US-overlap shift model and building a culture where it works sustainably
- Comfortable in ambiguity — there is no playbook here yet, you write it
- Exposure to SOC2 or compliance-driven support requirements
- Has managed distributed India + US teams
- Experience with penetration testing platforms, VAPT products, or security tooling
- Has owned NPS and CSAT as KPIs, not just as reporting metrics
- A seat at the table — direct reporting line to the CTO, input into product and commercial decisions
- The chance to build something from scratch at a company with real revenue and strong growth
- A technically strong team — world-class engineers working on genuinely hard problems in AI-powered
- Competitive compensation benchmarked to senior leadership roles in the Indian market
- Flexible hybrid work — Pune office with flexibility
- Exposure to enterprise US customers from day one
Sourced from foundit
Skills
technical SaaS productsfreshdeskVulnerability Assessmentcustomer successzendeskSupport operationsVulnerability ManagementSLA frameworks