About The Role

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.

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.

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

Metrics & Reporting • Own CSAT, NPS, first response time, resolution time, and escalation rate

You will be involved in hiring the L1 team and shaping their profiles. This is a build role, not a manage role.

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

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

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Director of Customer Success & Support