Customer Success Manager
New
B
BreachLockCybersecurity testing
Location: India, Shift: 6:30 PM to 3:30 AM IST, which is 8:00 AM to 5:00 PM Eastern Standard Time. Hours follow US Eastern time, so the shift moves by one hour during US daylight saving time.Full-TimeManager
Salary not disclosed
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Job Details
- Languages
- Strong, clear business English, both written and verbal.
- Experience
- 3+ years in customer success, account management, or project/delivery coordination, ideally in SaaS or security services.
- Required Skills
- Project ManagementCustomer SuccessHubSpotAccount Management
Requirements
- Have 3+ years of experience in customer success, account management, or project/delivery coordination.
- Bring experience managing multiple client accounts and a renewal or deal pipeline at the same time.
- Use strong, clear business English in writing and conversation.
- Conduct consistent, proactive client outreach with a clear follow-up cadence.
- Demonstrate organisation and time management and the ability to work independently across time zones.
- Basic working knowledge of HubSpot is preferred, including contacts, deals, pipelines, tasks, and notes.
- Sales experience, especially in renewals, upsell, or account expansion, is preferred.
- Basic understanding of cybersecurity concepts such as penetration testing, vulnerability management, web and API security, and security reports is preferred.
- Cloud hosting or infrastructure provider experience is preferred.
- Experience with project management tools or methods such as timelines, status reporting, and RACI is preferred.
Responsibilities
- Own assigned client onboardings and accounts from handover through the full customer success lifecycle.
- Run kickoff and onboarding calls, collect scoping information, confirm timelines, and set expectations about the platform and testing process.
- Track engagement milestones, dates, and open items, keeping internal teams and clients aligned.
- Coordinate with the technical team to schedule penetration tests and retests and confirm test windows with clients.
- Follow up with clients about testing progress, findings, report delivery, and retest status.
- Coordinate report publication and walk clients through findings and remediation steps.
- Escalate risks, blockers, and SLA concerns early and track them to resolution.
- Manage a renewal and deal pipeline, prioritising work by renewal date and deal value.
- Prepare quotes and SOW inputs, conduct commercial follow-ups, and drive deals to closure.
- Identify upsell and cross-sell opportunities and maintain deal stages, notes, next steps, and forecasts in HubSpot.
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