Director of Customer Success Job in Astra
- Kpr sugar apperals
- 8 to 12 Yrs
- All India
- 11 months ago
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Job Description
- About Us: Astra is a cybersecurity SaaS company that makes otherwise chaotic pentests a breeze with its one of a kind AI-led offensive Pentest Platform. Astra's continuous vulnerability scanner emulates hacker behavior to scan applications for 13,000+ security tests. CTOs and CISOs love Astra because it helps them to achieve continuous security at scale, fix vulnerabilities in record time, and seamlessly transition from DevOps to DevSecOps with Astra's powerful CI/CD integrations. Astra is loved by 800+ companies across 70+ countries. In 2024 Astra uncovered 2.5 million+ vulnerabilities for its customers, saving customers $110M+ in potential losses due to security vulnerabilities. We've been awarded by the President of France Mr. Franois Hollande at the La French Tech program and Prime Minister of India Shri Narendra Modi at the Global Conference on Cyber Security. Loom, MamaEarth, Muthoot Finance, Canara Robeco, Dream 11, OLX Autos etc. are a few of Astras customers 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 playbooks Ensuring global customer coverage by structuring the CS team across time zones. 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 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 What we are looking for: 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 Zap scale), CRM (HubSpot) and support tools (Freshdesk/Pylon) What we offer: 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,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Director of Customer Success Job in AstraContact Details:
Company: Astra SecurityLocation(s): All India+ View Contact
Keyskills: Account Management Leadership Automation People Leadership CRM Customer Success Cybersecurity
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