Description

In this role, you will lead a multidisciplinary team to enhance customer success by driving engagement, ensuring technical support excellence, and delivering tailored solutions. Your focus will be on creating a unified strategy that fosters long-term value and satisfaction for clients.

Requirements

• •10+ years of leadership experience in Customer Success, Technical Support, or Professional Services in B2B SaaS
• •Proven track record of scaling post-sale operations through process design, automation, and cross-functional collaboration
• •Experience leading technically oriented teams
• •Strong operational management experience with data-driven decision-making and KPI ownership
• •Exceptional communication, change management, and stakeholder alignment skills at executive level
• •Demonstrated ability to translate strategic goals into operational execution
• •Expertise in customer segmentation and lifecycle design
• •Background in intelligence, cybersecurity, or data analytics environments
• •Experience leading or transforming support and success operations through digital engagement and automation tools
• •Familiarity with partner enablement and integration ecosystems
• •Proficiency with customer success and support technology stacks
• •History of transforming support or success organizations through digital engagement, automation, or AI tooling
• •Understanding of integration ecosystems and professional services delivery models

Tasks

• •Define and execute a global Customer Success strategy
• •Design a scalable post-sale operating model for growth
• •Standardize processes, KPIs, and tools across teams
• •Leverage data and automation to enhance efficiency
• •Drive sustained customer engagement and outcomes post-onboarding
• •Oversee high-value customer relationships and executive alignment
• •Implement data-driven playbooks and health scoring
• •Partner with Account Management to forecast renewals and risks
• •Lead the Technical Support function for consistent service
• •Implement metrics and improvement programs for service quality
• •Develop self-service and knowledge management capabilities
• •Ensure collaboration with Product and Engineering for resolutions
• •Oversee Custom Engineering for tailored implementations
• •Establish frameworks for project scoping and delivery
• •Develop standardized templates and integration playbooks
• •Serve as the Voice of the Customer for insights and recommendations
• •Collaborate with Account Management for seamless handoffs
• •Influence strategy through analysis of adoption trends

Tools & Technologies