Customer Success Specialist: SaaS/Technical

1 day ago

Bangalore, India Astra Security Full time

About Astra:

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 15,000+ 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 1000+ 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. François 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 Astra’s customers.

Job Description:

This a hybrid role with base location as Bangalore. (1-2 weeks/qtr work from office)

Role Overview:

We're looking to on-board an enthusiastic & a dynamic Customer Success Specialist who loves delighting customers. The role requires hand-holding customers during on-boarding and making them Astra-nauts (yes, that's what we call our customers & team members) who are well versed with Astra's platform.

The role will also require collaboration with our sales, security and marketing team. We're a cyber security company with CTOs, engineering leaders & CISOs as our ICP, hence we'll prefer candidates who come with some understanding of principles of computer science.

Roles & Responsibilities:

  • Drive a seamless customer onboarding experience, ensuring smooth adoption of the product.
  • Act as a product champion by promoting adoption and maximizing customer engagement.
  • Understand customer requirements and translate them into actionable deliverables.
  • Respond promptly and effectively to customer queries via email and phone.
  • Build and nurture long-term relationships with customers based on trust and rapport.
  • Manage stakeholder relationships across internal teams and customer organizations.
  • Strengthen brand value by delivering exceptional customer experiences.
  • Maintain strong customer satisfaction and loyalty, measured through high NPS scores.
  • Identify opportunities for up-selling and cross-selling complementary Astra products.
  • Proactively manage

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