About the Role
We are looking for an experienced and customer-focused Manager, Customer Success Engineering to lead a team of Customer Success Engineers and deliver exceptional technical support for enterprise customers.
In this role, you will be responsible for building a high-performing team, driving operational excellence, and creating a proactive, AI-enabled customer support experience. You will lead technical escalations, improve support processes, and partner closely with cross-functional teams to continuously enhance customer outcomes.
This is an opportunity for someone who enjoys solving complex technical problems, leading people, and building scalable support operations in a fast-paced B2B SaaS environment.
- Lead and mentor a team of Customer Success Engineers supporting global enterprise customers.
- Foster a customer-first culture built on trust, ownership, empathy, and technical excellence.
- Ensure the team develops deep product expertise and strong troubleshooting capabilities.
- Drive the adoption of AI and automation to improve support efficiency and customer experience.
- Stay current with emerging AI technologies and incorporate best practices into support operations.
- Lead critical customer escalations and high-severity incidents while ensuring timely communication and resolution.
- Improve operational efficiency through automation, AI copilots, chatbots, and workflow optimization.
- Use data and customer insights to drive decision-making and identify opportunities for continuous improvement.
- Build and maintain dashboards to track key support metrics such as CSAT, SLA adherence, resolution time, ticket volume, and productivity.
- Collaborate with Product, Engineering, Customer Success, and Professional Services teams to resolve root causes and improve the product experience.
- Represent the voice of the customer by providing actionable feedback to internal stakeholders.
- Promote knowledge sharing through documentation, postmortems, and internal enablement initiatives.
- Support ongoing learning and career development within the team.
- Recruit, coach, and retain high-performing technical support professionals.
- Build a culture of accountability, collaboration, innovation, and continuous improvement.
We're Looking For:
- 8–10 years of experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role within a B2B SaaS or enterprise software environment.
- At least 1 year of people management experience leading technical support or customer engineering teams.
- Strong customer focus with the ability to understand customer challenges and translate them into effective technical solutions.
- Experience supporting enterprise customers with an understanding of security, compliance, and large-scale operational requirements.
- Strong analytical and problem-solving skills with a structured approach to troubleshooting.
- Solid understanding of modern SaaS platforms, cloud infrastructure (AWS or similar), APIs, webhooks, authentication protocols (OAuth, SAML, SSO), integrations, and enterprise applications.
- Experience using AI tools or automation to improve support operations and customer outcomes.
- Proven ability to manage high-priority incidents, technical escalations, and cross-functional stakeholder communication.
- Experience working with globally distributed customers and teams across multiple time zones.
- Familiarity with CRM, support, reporting, and analytics tools (such as Salesforce, Freshworks, or similar platforms).
- Knowledge of IT service management practices (ITIL or equivalent) and modern support operations is an advantage.
- Willingness to work rotational shifts to support global customers.
Why Consider This Opportunity
- Lead a high-impact customer engineering function supporting enterprise customers.
- Work with modern cloud technologies, AI-driven support practices, and scalable SaaS platforms.
- Collaborate with cross-functional teams in a fast-paced, technology-driven environment.
- Play a key role in shaping customer experience, operational excellence, and team growth.
