Customer Success Manager (India, US Eastern Shift)

Overview

Own BreachLock penetration testing client accounts across the full customer success lifecycle, from onboarding through engagement, renewal and expansion, and manage a renewal and deal pipeline.

What you'll do

• Take ownership of assigned onboardings and client accounts from handover through the full lifecycle.
• Run kickoff and onboarding calls, collect scoping information, confirm timelines, and set expectations on the platform and testing process.
• Act as project manager for each engagement: track milestones, dates and open items, and keep internal teams and the client aligned.
• Coordinate with the technical team to schedule pen tests and retests, and confirm test windows with the client.
• Follow up with clients regularly on testing progress, findings, report delivery and retest status.
• Coordinate report publication with the technical team once testing is complete, and walk clients through findings and remediation steps.
• Escalate risks, blockers and SLA concerns early and track them to resolution.
• Manage your own renewal and deal pipeline, including deals and SOWs handed over from sales and renewals from past engagements.
• Balance onboarding and engagement work with pipeline activity, prioritising by renewal date and deal value.
• Reach out to clients and prospects regularly to move deals forward.
• Prepare quotes, SOW inputs and commercial follow-ups, and drive deals to close.
• Identify upsell and cross-sell opportunities such as additional tests, retests and new modules.
• Keep deal stages, notes, next steps and forecasts accurate in HubSpot.

What you'll need

• 3+ years in customer success, account management, or project/delivery coordination, ideally in SaaS or security services.
• Proven experience managing multiple client accounts and a renewal or deal pipeline at the same time.
• Strong, clear business English, both written and verbal.
• Consistent, proactive client outreach with a clear follow-up cadence.
• Strong organisation and time management, with the ability to work independently across time zones.

Nice to have

• Basic working knowledge of HubSpot (contacts, deals, pipelines, tasks and notes).
• Sales experience, especially in renewals, upsell or account expansion.
• Basic understanding of cybersecurity concepts such as penetration testing, vulnerability management, web and API security, and security reports.
• Cloud knowledge from working with cloud hosting or infrastructure providers, which helps when discussing client environments and scoping.
• Experience with project management tools or methods (timelines, status reporting, RACI).

Details

• Location: India.
• Shift: 6:30 PM to 3:30 AM IST, which is 8:00 AM to 5:00 PM Eastern Standard Time; the shift moves by one hour during US daylight saving time.
• Mode of work: Remote.