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Senior, specialized SaaS-CX technical role with known startup brand creates moderate applicant density.
Requires SaaS enterprise support, cloud integrations, and incident leadership, limiting cross-industry transferability.
Explicit years, managerial requirement, and mandatory cloud/auth/integration and enterprise support skills increase filter strictness.
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Lead and manage a front-line Customer Success Engineering team delivering AI-enabled, high-quality customer support to global enterprise clients.
Drive AI adoption within support operations to enhance efficiency, resolution times, and customer satisfaction using automation, AI copilots, and chatbots.
Own operational metrics and dashboards (CSAT, SLA adherence, resolution time) and partner cross-functionally to influence product roadmap and resolve root causes.
8-10 years experience in technical support or customer success, including 1+ year in managerial role within B2B SaaS or enterprise organization.
Strong technical expertise with modern SaaS architecture, cloud-native infrastructure (AWS), APIs, SSO/authentication protocols (OAuth, SAML), and enterprise data platforms.
Experience leading global enterprise support teams with understanding of security, compliance, and operational expectations.
Willingness to work in rotational shifts to support global customers.
Experienced leader capable of managing high-severity escalations and complex technical issues with calm stakeholder management.
Deep customer empathy combined with technical depth to build trust and deliver proactive, AI-native customer engineering solutions.
Data-driven operator focused on continuous improvement, operational rigor, and scaling support processes and teams in a fast-paced enterprise SaaS environment.