Head of Post Sales Technology

Key Responsibilities

Partner with the Technical Support organization, Customer Success and Professional Services organization to understand the business objectives and chart out a technology strategy and roadmap to address their needs.

AI-First Strategy & Transformation

• Define and own a multi-year AI roadmap for post sales
• Reimagine support workflows assuming AI agents and copilots are default participants
• Lead transition from reactive case management to predictive, proactive service
• Establish governance for responsible and secure AI deployment

Autonomous & Conversational AI

• Architect scalable conversational AI platforms for chat, voice, and digital channels
• Lead implementation of AI solutions using modern AI native platforms
• Develop frameworks to measure AI containment rates, hallucination risk, escalation patterns, and customer trust
• Continuously tune models based on real customer interaction data

Intelligent Case Lifecycle & Automation

• Implement predictive case routing based on complexity and skill
• Automate repetitive workflows and approvals
• Use machine learning to detect systemic product issues and trigger escalation automatically
• Drive closed-loop feedback into Product and Engineering

Data, Insights & Predictive Analytics

• Establish unified support data architecture
• Build real-time dashboards with actionable insights
• Develop predictive models for volume forecasting, churn risk, SLA breach risk, and escalation likelihood
• Transform support data into a strategic asset

Platform & Architecture Ownership

• Own the support technology stack end-to-end
• Ensure integration with Sales, Customer Success, Billing, and Product systems
• Standardize APIs and data models to support AI training and analytics
• Ensure high availability, security, and compliance

Change Leadership

• Lead cultural transition to AI-augmented support
• Upskill agents and managers in AI collaboration
• Build trust through transparent AI governance and explainability
• Partner with HR and Enablement to redefine roles and career paths in an AI-native organization

Qualifications

• 10+ years experience with proven success in leading AI adoption and implementation at scale in companies of comparable size and complexity
• Product Management experience including user interviews, discovery, scoping, product vision and roadmap definition, product execution and delivery, and measurement of product adoption and success metrics
• Strong knowledge of post sales and customer success platforms, enterprise data platforms, RAG solutions, intelligent workflow automation, and enterprise integration
• Demonstrated ability to set vision, build consensus, and drive measurable business value through AI
• Excellent stakeholder management, communication, and change leadership skills
• Bachelor’s degree required (comp science preferred); Master’s or MBA preferred

Compensation & Benefits

• Base salary range: $168,000–$330,000 USD
• Equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings