Director of Customer Success

This is a remote position.

About the Role

We are looking for a Director of Customer Success to lead and scale our CS function. This is a high-impact role where you will own retention, expansion, and customer experience.
You will be responsible for:

• Defining customer success metrics and KPIs.
  
• Building a structured CS process to drive proactive customer engagement, creating scalable playbooks for the entire customer journey – from onboarding & adoption to renewal & expansion.
  
• Enabling the CS team with visibility, tools, and playbooksEnsuring global customer coverage by structuring the CS team across time zones.
  
• Tracking team performance & managing performance-based variable payouts.
  
• Driving renewals and expansion opportunities with a data-driven approach.
  
• Collaborating with Sales, Product, and Marketing to improve customer experience and adoption.
  

Key Responsibilities

1. Customer Success Strategy

• Build and execute a scalable Customer Success strategy to drive retention and expansion
  

• Establish customer segmentation and define engagement strategies for each segment
  

• Ensure a data-driven approach to track customer health, adoption, and renewals.
  

• Set up a clear process for renewals, QBRs, and customer check-ins
  

2. Team Leadership & Enablement

• Lead, mentor, and grow a team of Customer Success Specialists & Managers
  

• Lead the customer support team which works closely with the customer success team to offer more technical support.
  

• Ensure clear ownership and accountability within the team
  

• Develop and implement scalable, standardized playbooks for each stage of the customer lifecycle:
  

• Onboarding → Structured hand off from Sales, product training, early adoption strategies
  

• Adoption & Engagement → Regular check-ins, feature adoption frameworks, health monitoring
  

• Renewal & Expansion → Churn risk mitigation, proactive renewal strategies, expansion playbooks
  

• Introduce account health dashboards, and success plans
  

• Manage performance-based variable payouts, aligning team incentives with key CS objectives (retention, adoption, expansion).
  

• Ensure global time zone coverage by distributing the team effectively across different regions
  

• Optimize workload distribution to ensure seamless customer experience, regardless of location
  

3. Metrics & Process Implementation

• Define and track key CS metrics: retention rate, NRR, churn, expansion revenue, and CSAT/NPS
  

• Introduce customer health scoring and a renewal forecasting framework
  

• Implement CS tools & CRM systems to improve visibility and automation
  

4. Customer Engagement & Growth

• Ensure the team proactively engages with customers to maximize adoption.
  

• Drive expansion and upsell opportunities by identifying customer needs
  

• Implement voice-of-customer programs and improve feedback loops to Product & Sales
  

5. Cross-functional Collaboration

• Work with Sales & Marketing to improve onboarding, engagement, and advocacy.
  

• Collaborate with Product & Engineering to align on customer needs and feature adoption.
  

• ​Build a renewal & expansion playbook in sync with the sales motion
  

Requirements

• 8+ years of experience in Customer Success or Account Management in B2B SaaS.
  
• At least 4+ years of experience in a leadership role, building and scaling CS teams.
  
• Proven track record of reducing churn & driving expansion revenue.
  
• Hands-on experience in defining CS metrics, customer health scoring, and automation.
  
• Strong ability to build processes from scratch and drive operational efficiency.
  
• Excellent people leadership skills – ability to coach and grow a team.
  
• Experience in cybersecurity or a technical SaaS product is a plus.
  
• Proficiency with CS tools (we use Zapscale), CRM (Hubspot) and support tools (Freshdesk/Pylon)
  

Benefits

• Opportunity to build and scale the CS function in a high-growth cybersecurity company solving real-world security challenges.
  
• Ownership & impact – you will have a direct influence on company revenue and customer success.
  
• Health insurance & other benefits for you and your spouse. Maternity benefits included
  
• Annual trips to beaches or mountains (last one was to Wayanad)
  
• Fully remote role (90% of the time your base can be remote, 10% time travel to Bengaluru & customers is required).
  
• Competitive compensation & performance-based incentives