Director of Customer Success & Support

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

• 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