Senior Director, Customer Success

Black Duck Software, Inc. helps organizations build secure, high-quality software, minimizing risks while maximizing speed and productivity. Black Duck, a recognized pioneer in application security, provides SAST, SCA, and DAST solutions that enable teams to quickly find and fix vulnerabilities and defects in proprietary code, open source components, and application behavior. With a combination of industry-leading tools, services, and expertise, only Black Duck helps organizations maximize security and quality in DevSecOps and throughout the software development life cycle.

Black Duck is looking for an experienced and customer-obsessed
Senior Director, Customer Success
to lead and scale our post-sales organization in APAC. This leader will own the charter for Customer Success, Onboarding, Technical Support, Renewals, and Delivery Enablement across our regional customer base, with full responsibility for these functions in the region.

As the post-sales leader in APAC, you will shape customer lifecycle strategy, ensure seamless technical support, reduce churn, drive product adoption, and elevate overall customer satisfaction. You will work cross-functionally with Sales, Product, Engineering, and Global Support teams.

This role requires a strong combination of strategic thinking, financial acumen, execution rigor, and operational excellence. You will lead a multi-functional team and play a critical role in retention, revenue expansion, profitability, and customer advocacy for Black Duck in the APAC region.

Key Responsibilities

• Serve as the primary site contact lead for the CX organization in India.
• Responsible for overseeing a team of customer success managers, technical support engineers, onboarding specialists, and delivery partners across multiple products within the organization.
• Hire and provide on-the-ground talent management.
• Coordinate with other departments and teams to establish project goals and deliverables
• Own all the post-sales functions in the APAC region, ensuring cost-effective service delivery while optimizing customer outcomes and profitability.
• Lead financial planning, budgeting, forecasting, and reporting for Customer Success, Support, and Delivery functions; ensure alignment with company growth goals and margin targets.
• Partner with global leaders to design and execute strategies for customer onboarding, engagement, satisfaction, adoption, retention, and expansion.
• Coordinate with other departments and teams to establish project goals and deliverables.
• Drive support transformation initiatives—optimize SLAs, self-service capabilities, and resolution metrics.
• Own regional success KPIs, Renewal Rate, Expansion Revenue, and Churn.
• Lead efforts to align customer journeys with value realization and business outcomes.
• Collaborate with Sales leadership to support pre-sales to post-sales handoff and drive upsell/cross-sell motions.
• Represent the voice of the customer in internal forums and executive reviews.
• Establish customer-focused culture and operational rigor across teams through mentoring, coaching, and people development.
• Report regularly on customer metrics, trends, escalations, and financial performance to the global executive team.
• Engage closely at the site level across all functions to create an overall engaged team.

Qualifications

• 15+ years of experience in Customer Success, Professional Services, or post-sales leadership roles, ideally in SaaS or enterprise software companies.
• Proven experience leading cross-functional teams across Customer Success, Onboarding, Support, and Delivery.
• Strong familiarity with B2B customer success metrics, enterprise account management, and retention strategies.
• Demonstrated experience influencing P&L for post-sales or customer operations, with a track record of improving service profitability.
• Strong understanding of cost drivers, margin improvement levers, and service delivery economics in a recurring revenue business.
• Ability to lead with empathy, influence senior stakeholders, and operate effectively in a global matrix organization.
• Site level responsibilities along with hiring and developing talent
• Deep understanding of customer onboarding, escalation management, and renewals workflows.
• Experience working in high-growth environments; ability to drive structure in ambiguity.
• Excellent communication, executive presence, and stakeholder engagement skills.
• Bachelor's degree in engineering, or related field required. Master's or MBA preferred.

Aptitudes

• Customer-first mindset with a bias for proactive problem-solving.
• Data-driven, outcomes-oriented leader capable of interpreting trends and driving changes.
• Skilled collaborator with Sales, Product, Engineering, and Operations stakeholders.
• Track record of building high-performance teams and developing leadership talent.
• Strong commercial mindset with the ability to align customer experience with financial goals.
• High integrity, resilience, and adaptability in fast-paced environments.
• Passionate about customer advocacy, operational excellence, and continuous improvement.

Black Duck considers all applicants for employment without regard to race, color, religion, sex, gender preference, national origin, age, disability, or status as a Covered Veteran in accordance with federal law. In addition, Black Duck complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Black Duck also provides reasonable accommodation to individuals with a disability in accordance with applicable laws.