About the Role
We’re looking for an experienced customer experience leader who enjoys combining strategic thinking with hands-on customer engagement. This is a leadership role for someone who likes building teams, improving processes, and maintaining close relationships with key customers. In this role, you will directly manage our Customer Success team and oversee our Technical Support team,
helping customers achieve long-term value while contributing to sustainable company growth.
What You'll Do
- Lead our Customer Success and Technical Support teams.
- Drive customer retention, satisfaction and expansion across our enterprise customer base.
- Personally partner with strategic customers to stay closely connected to customer needs.
- Build scalable customer success and technical-support methodologies, operating rhythms, health scoring and customer engagement processes
- Define and track support KPIs and SLAs (CSAT, resolution time, escalation rates)our technical support team, build processes, hands on problem solving and escalation management
- Lead our technical support team, build processes, hands on problem solving and escalation management
- Work closely with Product, Delivery and Sales to continuously improve the customer journey.
- Help evolve our AI-first support model and CS Operations using our own platform.
- Recruit, coach and develop a high-performing team.
Requirements
What We're Looking For
- 7+ years in Customer Success and/or Support in B2B SaaS in Global regions
- At least 3 years in a managerial role.
- Experience leading Customer Success teams in a growing company.
- Strong enterprise customer management skills with executive-level communication.
- Demonstrated ownership of customer retention, renewals, NRR, GRR or similar business metrics.
Strong analytical skills and a data-driven, process-oriented mindset
- Experience leading and collaborating with technical support organizations.
