Director of Customer Success & Support

ABOUT BREACHLOCK Breach. Lock 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. Breach. Lock 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 Breach. Lock. 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 Support Operations
• 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) Product Feedback Loop
• 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 Metrics & Reporting
• 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 WHO YOU WILL LEAD 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 You will be involved in hiring the L1 team and shaping their profiles. This is a build role, not a manage role.

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 Skills & Mindset 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 Bonus Points 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 WHAT WE OFFER
• 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 security
• 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