Director of Customer Success

**Our story**:

- Blackpanda Group is Asia's leading local cyber incident response firm, dedicated to delivering world-class digital emergency response services to businesses in the region.

We help businesses strengthen their cyber resilience and secure their digital operations by supporting them with incident response delivered by local experts and cyber insurance underwritten by our Lloyd’s of London coverholder Pandamatics Underwriting.

Our mission is to make cyber resilience achievable for all, with services and solutions designed for the Asian market.

**Our Mission**: To democratise cyber resilience.

**Our Vision**: A world where organisations of all sizes have access to best-in-class cyber incident response and insurance solutions, so they can conduct business securely and sustainably.

**What we are looking for**:

- The Director of Customer Success at Blackpanda is set to be a pivotal force in ensuring not only the expansion and retention of our MSP and MSSP customer base but also in embedding our cutting-edge IR-1 model into their cybersecurity frameworks. This entails crafting and executing tailored go-to-market strategies that seamlessly incorporate IR-1 into our clients' offerings, from professional services to maintenance contracts and beyond. As the architect of Blackpanda's customer success blueprint, the Director will oversee the entire customer journey—from onboarding and operational support of the IR-1 platform to liaising with the Tech team for rapid product enhancements based on client feedback. This role demands a proactive approach in coordinating with Marketing to produce training materials, ensuring our MSP and MSSP partners are fully equipped to maximize the utilization of IR-1, thereby solidifying their long-term engagement and satisfaction with Blackpanda's services.

Crucially, the Director of Customer Success will navigate the complexities of incident response with a focus on delivering exceptional service during cybersecurity crises. In the event of an attack on a client's end user, the Director will manage direct communication with the affected parties, ensuring they receive the highest standard of IR service from Blackpanda. This involves not only facilitating a seamless response process but also maintaining constant, transparent communication with the MSP, keeping them informed and engaged throughout the resolution of the incident. The ability to juggle these responsibilities, keeping all stakeholders satisfied and informed, underscores the need for flexibility and adaptability in this role, especially given the unpredictable nature of cyber incidents.

By leading a dedicated team of Customer Success Managers across Blackpanda's strategic markets, the Director will set the standard for operational excellence and customer service in the cybersecurity sector. This role is integral to reinforcing Blackpanda's commitment to its clients, ensuring that every interaction and response reinforces our reputation as a company with unparalleled customer support. In steering the Customer Success division, the Director will not only contribute to Blackpanda's growth and success but also champion the importance of robust, responsive, and empathetic customer service in the high-stakes world of cyber incident response. Through diligent management and strategic foresight, the Director of Customer Success will cement Blackpanda's status as a leader in cybersecurity, renowned for its exceptional care of clients and their end users during critical times.

**Responsibilities and Duties**:

- Develop and execute a comprehensive customer success strategy to ensure retention and expand net dollar retention in key and ancillary markets.
- Provide exemplary customer service support for onboarding, operational assistance of the IR-1 platform, and coordinate closely with Tech teams for rapid product iteration based on market feedback.
- Facilitate the handover of MSP and MSSP customers from Sales, working synergistically with Marketing to create and disseminate training materials and guides.
- Ensure the successful conduct of cyber incident response communications and relationship management with MSPs, MSSPs, and their end users.
- Spearhead the successful execution of pro bono POCs for strategic accounts, leading to conversion and long-term engagement.
- Establish and cultivate the Customer Success function from the ground up, including SOPs, policies, systems, and team building across core markets.
- Customer Advocacy: Advocate for customer needs internally, ensuring their feedback is heard and acted upon by the product development team.
- Success Planning: Work with customers to establish clear goals and success plans, and regularly review these plans to ensure ongoing satisfaction and achievement of key objectives.
- Issue Resolution: Promptly address customer issues, liaising with technical support or other departments as necessary to resolve problems efficiently.
- Renewal and Upselling: I