Responsibilities

Lead Customer Success and Technical Support organizations, including managers and highly technical customer-facing teams.
Build and operationalize customer experience strategy for growth into larger enterprise accounts.
Define clear ownership across Customer Success, Technical Support, Pre-Sales, Implementation, Sales, Product, and Engineering.
Design customer segmentation, engagement models, escalation paths, support coverage, success planning, health scoring, and renewal/expansion motions.
Drive improvements in adoption, retention, gross/net revenue retention, expansion, customer satisfaction, time-to-resolution, and support quality.
Act as executive voice of the customer, turning trends and signals into recommendations for Product, Engineering, GTM, and leadership.
Build customer operating rhythms: QBRs/EBRs, escalation reviews, health reviews, renewal risk reviews, expansion planning, support quality reviews, and executive reporting.
Coach and develop managers while staying hands-on with escalations, account health, and decisions.
Use AI to improve support workflows, knowledge management, customer health insights, escalation analysis, team enablement, and communication.
Hire, develop, and retain high-performing customer leaders and individual contributors.
Build systems and processes for sharper, faster, more accountable teams.

Requirements

Significant experience leading Customer Success, Technical Support, Customer Experience, or post-sales teams in high-growth B2B SaaS, infrastructure, database, developer tools, cloud, or technical platform companies.
Managed managers and led teams with highly technical customer-facing talent (Technical Support Engineers, Customer Success Managers, Solutions Engineers, TAMs).
Built or transformed post-sales operating models for enterprise customers (segmentation, health scoring, adoption, renewal risk, support models, escalations, expansion).
Technical depth to build credibility with database, infrastructure, platform, and developer audiences.
Operate at strategic and tactical levels: define vision and handle churn risk, escalations, handoffs.
Strong executive presence for escalations, renewals, expansions, roadmap trade-offs.
Partner deeply with Sales, Pre-Sales, Implementation, Product, Engineering without turf wars.
Highly metrics-driven: diagnose risk, quality, adoption, renewals, expansion, performance with data.
Strong AI fluency: using/testing AI-enabled workflows for productivity, insights, communication, knowledge management.
Strong talent builder: coach managers, set high bar, direct feedback, build high-empathy/high-performance culture.
Thrive in fast-moving startup environments.