A BIT ABOUT US
Appknox is one of the top Mobile Application security companies recognized by Gartner and G2. A profitable B2B SaaS startup headquartered in Singapore & working from Bengaluru.
The primary goal of Appknox is to help businesses and mobile developers secure their mobile applications with a focus on delivery speed and high-quality security audits.
Appknox has helped secure mobile apps at Fortune 500 companies with Major brands spread across regions like India, South-East Asia, Middle-East, US, and expanding rapidly. We have secured 300+ Enterprises globally.
We are a 30+ incredibly passionate team working to make an impact and helping some of the biggest companies globally. We work in a highly collaborative, very fast-paced work environment. If you have what it takes to be part of the team, we are excited and let’s speak further.
About the Role
Customer Success contributes to our efforts to enhance and transform the Appknox customer experience via a customer-centric approach (building and maintaining relationships, proactively identifying potential crises that may be detrimental to the user experience, and meeting and exceeding customer expectations). Thus, helping to differentiate Appknox. This position provides the opportunity to tame different use cases across multiple industries and interact with some of the smartest individuals from other fast-growing companies that are our customers. Your leadership will drive the CS function’s focus on minimizing churn, increasing renewals, and identifying upsell/cross-sell opportunities to contribute to Appknox's growth and success. We see this role requiring an intersection of three key skills – Business Acumen & Problem solving, Product Perspective, and People Skills.
Key Responsibilities:
Leadership & Strategy
- Lead and scale the Customer Success function, driving customer retention, renewal, churn reduction, and expansion.
- Develop a value-based mindset, mapping the customer journey for proactive engagement and advocacy.
Team Development
- Mentor the CS team, enhancing skills in upselling, cross-selling, and customer relationship building.
- Foster a results-oriented culture with clear KPIs and regular 1:1s.
Customer Engagement
- Build strong relationships with enterprise clients, driving product adoption and revenue growth through upsell and cross-sell strategies.
- Collaborate closely with sales for aligned growth initiatives.
Process & Improvement
- Define success metrics, optimize processes for onboarding, adoption, and renewals, and track team performance.
- Ensure cross-functional collaboration for a seamless customer experience.
Customer Advocacy
- Champion customer feedback to inform product and service improvements.
- Lead business reviews to improve account health and address gaps.
What You Bring-
Experience:
- 5-8 years of customer-facing experience, with 2+ years leading a high-performing customer success team.
- Proven success in managing large enterprise customers and complex multi-stakeholder accounts.
- Track record of achieving and exceeding retention, expansion, and customer satisfaction targets.
- Enabling the team with resources and skill sets to own cross-sell and upsell opportunities.
Skills:
- Strong business acumen, with the ability to influence through persuasion, negotiation, and consensus building.
- Experience with customer lifecycle management, journey mapping, and defining success outcomes.
- Proven ability to develop and implement churn-reduction strategies and enhance overall customer satisfaction.
- Experience in mobile app security or related industries is a plus.
Leadership Qualities:
- An enthusiastic and creative leader with the ability to inspire and motivate teams.
- Confident and dynamic, with a sense of humor and an open mindset.
- Able to handle challenging situations and navigate through uncertainty.
First Year Roadmap-
Work Expectations
Within 1 month
- You should have a complete hold of the product and the value customers are getting from it.
- Get clarity on how Security products and services are managed and delivered.
- Get a Fair understanding of all the departments/functions at appknox and meet with team members of every function.
- Initiate 1*1s with all the team members.
Within 3 months
- Define and optimize the customer journey, segmentation, and intervention strategies.
- Identify gaps in the CS function and propose actionable improvement plans.
- Initiate regular coaching and performance evaluations with the team.
- Interact with at least 5-10 customers and elicit feedback that we should be focusing on.
Within 6 months
- Set and track operational metrics for the CS team.
- Implement strategies to reduce churn and increase product adoption.
- Align customer success efforts with sales for seamless upsell/cross-sell initiatives.
- Manage and Coach the team to ensure they reach their complete potential.
Within one year
- Establish a customer success culture that permeates the entire organization.
- Redefine the Ideal Customer Profile (ICP) to attract the right clients.
- Lead initiatives to scale and upskill the team, focusing on long-term growth and efficiency.
Interview Process
- Round 1: Initial conversation with HR
- Round 2: Take Home Assignment
- Round 3: Interview with Senior leadership
- Round 4: Panel interview with Senior Leadership
- Round 5: Interview with CEO
- Round 6: Interview with HR
Compensation- As per Industry Standards
Why Join Appknox?
- Freedom & Responsibility: Work on challenging problems in a high-trust environment with flexibility in working hours and autonomy over your work.
- Competitive Compensation: We offer salary packages that reflect market trends, plus equity to ensure alignment with the company’s long-term success.
- Growth Opportunities: We foster continuous learning and development, supporting your journey towards career advancement.
- Transparency: Enjoy working in a startup culture that prioritizes open communication and cross-functional collaboration.
- Health Benefits: Comprehensive health insurance for you and your family.
Subodh Popalwar
Software Engineer, Memorres
About Appknox
Appknox, a leading mobile app security solution HQ in Singapore & Bangalore was founded by Harshit Agarwal and Subho Halder.
Since its inception, Appknox has become one of the go-to security solutions with the most powerful plug-and-play security platform, enabling security researchers, developers, and enterprises to build safe and secure mobile ecosystems using a system-plus human approach.
Appknox offers VA+PT solutions ( Vulnerability Assessment + Penetration Testing ) that provide end-to-end mobile application security and testing strategies to Fortune 500, SMB and Large Enterprises Globally helping businesses and mobile developers make their mobile apps more secure, thus not only enhancing protection for their customers but also for their own brand.
During the course of 9 years, Appknox has scaled up to work with some major brands in India, South-East Asia, Middle-East, Japan, and the US and has also successfully enabled some of the top government agencies with its On-Premise deployments & compliance testing. Appknox helps 500+ Enterprises which includes 20+ Fortune 1000 and ministries/regulators across 10+ countries and some of the top banks across 20+ countries.
A champion of Value SaaS, with its customer and security-first approach Appknox has won many awards and recognitions from G2, and Gartner and is one of the top mobile app security vendors in its 2021 Application security Hype Cycle report.
Our forward-leaning, pioneering spirit is backed by SeedPlus, JFDI Asia, Microsoft Ventures, and Cisco Launchpad and a legacy of expertise that began at the dawn of 2014.
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Rust
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Amazon Web Services (AWS)
Docker
Javascript
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Software Engineer, Memorres