Manager, Customer Success Engineering

Job Description

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.

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• Lead and mentor a team of Customer Success Engineers supporting global enterprise customers.
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• Foster a customer-first culture built on trust, ownership, empathy, and technical excellence.
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• Ensure the team develops deep product expertise and strong troubleshooting capabilities.
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• Drive the adoption of AI and automation to improve support efficiency and customer experience.
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• Stay current with emerging AI technologies and incorporate best practices into support operations.
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• Lead critical customer escalations and high-severity incidents while ensuring timely communication and resolution.
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• Improve operational efficiency through automation, AI copilots, chatbots, and workflow optimization.
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• Use data and customer insights to drive decision-making and identify opportunities for continuous improvement.
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• Build and maintain dashboards to track key support metrics such as CSAT, SLA adherence, resolution time, ticket volume, and productivity.
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• Collaborate with Product, Engineering, Customer Success, and Professional Services teams to resolve root causes and improve the product experience.
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• Represent the voice of the customer by providing actionable feedback to internal stakeholders.
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• Promote knowledge sharing through documentation, postmortems, and internal enablement initiatives.
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• Support ongoing learning and career development within the team.
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• Recruit, coach, and retain high-performing technical support professionals.
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• Build a culture of accountability, collaboration, innovation, and continuous improvement.
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We're Looking For:

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• 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.
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• At least 1 year of people management experience leading technical support or customer engineering teams.
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• Strong customer focus with the ability to understand customer challenges and translate them into effective technical solutions.
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• Experience supporting enterprise customers with an understanding of security, compliance, and large-scale operational requirements.
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• Strong analytical and problem-solving skills with a structured approach to troubleshooting.
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• Solid understanding of modern SaaS platforms, cloud infrastructure (AWS or similar), APIs, webhooks, authentication protocols (OAuth, SAML, SSO), integrations, and enterprise applications.
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• Experience using AI tools or automation to improve support operations and customer outcomes.
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• Proven ability to manage high-priority incidents, technical escalations, and cross-functional stakeholder communication.
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• Experience working with globally distributed customers and teams across multiple time zones.
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• Familiarity with CRM, support, reporting, and analytics tools (such as Salesforce, Freshworks, or similar platforms).
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• Knowledge of IT service management practices (ITIL or equivalent) and modern support operations is an advantage.
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• Willingness to work rotational shifts to support global customers.
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Why Consider This Opportunity

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• Lead a high-impact customer engineering function supporting enterprise customers.
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• Work with modern cloud technologies, AI-driven support practices, and scalable SaaS platforms.
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• Collaborate with cross-functional teams in a fast-paced, technology-driven environment.
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• Play a key role in shaping customer experience, operational excellence, and team growth.
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