Manager – Customer Success Engineer Level 1

What’s in it for you?

• Lead, mentor, and manage a team of Level 1 Customer Success Engineers to achieve individual and team performance goals.
• Conduct regular coaching sessions and performance reviews to support team members’ professional growth and ensure Lead, mentor, and manage a team of Level 1 Customer Success Engineers to achieve individual and team performance goals.
• Conduct regular coaching sessions and performance reviews to support team members’ professional growth and ensure accountability.
• Promote a culture of ownership, collaboration, and continuous learning within the team..
• Serve as an escalation point for complex or high-impact customer issues, ensuring timely and effective resolution
• Collaborate with Customer Success Managers, Technical Account Managers, and Product Teams to align technical support with customer success objectives.
• Build strong relationships with customers, acting as a trusted advisor and advocate for their needs..
• Monitor and manage key metrics such as SLA adherence, customer satisfaction scores (CSAT), and first response times to exceed benchmarks.
• Develop, implement, and optimize support workflows to enhance operational efficiency.
• Proactively identify trends and areas of improvement, using data-driven insights to recommend and execute process changes.
• Ensure the team has a deep understanding of the company’s SaaS products, integrations, and use cases.
• Provide hands-on technical guidance to team members, particularly for escalated or challenging cases.
• Collaborate with the Product and Documentation teams to stay updated on new features, changes, and best practices.
• Generate and present regular reports on team performance, customer feedback, and operational improvements.
• Communicate updates, challenges, and successes with leadership and other key stakeholders.
• Advocate for customers by providing actionable feedback to internal teams for product improvements.

We’d love to hear from you, if you

• Experience: 8+ years of experience in technical support, customer success, or related domains, with at least 3 years in a leadership role.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Strong understanding of SaaS platforms, CRM systems, and integrations (e.g., APIs, SSO, analytics tools).
• Proven leadership skills, with the ability to inspire, develop, and manage a high-performing team.
• Exceptional problem-solving and decision-making capabilities, particularly under pressure.
• Strong verbal and written communication skills, with the ability to simplify complex concepts for diverse audiences.
• Customer-Centricity: Demonstrated ability to foster strong customer relationships and deliver value-driven solutions.
• Familiarity with tools like Salesforce, OData, or Tableau.
• Experience working with ITIL or other process improvement frameworks.
• Certifications in leadership, customer success, or technical support are a plus.