Customer Success Manager (India, US Eastern Shift)

About the Role

BreachLock is a penetration testing and security testing company. As a Customer Success Manager, you will own client accounts across the full customer success lifecycle, from onboarding through engagement, renewal and expansion. You will be the main point of contact for the client and the bridge to our technical team, and you will also manage a renewal and deal pipeline sourced from sales and from past SOWs.

Customer Success Lifecycle

You will manage each client account through the BreachLock customer success lifecycle:

• Onboarding: kickoff, scoping, access and platform setup, and confirming the first test timeline with the client.
• Engagement: keeping the client informed through testing, report publication, findings walkthroughs, remediation support and retests.
• Upsell and Renewal: starting renewal and expansion conversations early, preparing quotes and SOW inputs, and working toward closure before subscription dates.
• Nurture: staying in regular contact between engagements to keep clients active and ready for the next cycle.

Responsibilities: Onboarded Clients

• 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.

Responsibilities: Renewal and Deal Pipeline

• Manage your own renewal and deal pipeline, including deals and SOWs handed over from sales and renewals from past engagements, not only the accounts you onboarded.
• 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. Do not wait for clients to come to you.
• 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.

Requirements

Requirements (Must Have)

• 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. You will write client emails, prepare proposals and run calls daily.
• Consistent, proactive client outreach with a clear follow-up cadence.
• Strong organisation and time management, with the ability to work independently across time zones.

Good to Have (Preferred)

• 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).

Working Hours and Location

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.

What We Look For

A proactive, organised communicator who runs client accounts end to end, reaches out to clients on a regular cadence without waiting to be prompted, works a renewal pipeline with discipline, and communicates clearly in professional English, both written and spoken.

Benefits

Mode of Work : Remote Work