Director, Technical Success Management

Lead and grow a global team of 20+ Technical Success Managers focused on Premium Support strategies and operational excellence.

Manage key enterprise client relationships as the ultimate escalation point to maintain high service standards and support account retention and growth.

Oversee operational compliance, workforce productivity, TSM training, and retention programs to drive team growth and continuous innovation.

10–15+ years of experience in Support Services domain with 5+ years in senior management roles (senior manager or director level).

Bachelor's degree or equivalent practical experience.

Foundational understanding of AI/ML technologies and experience leveraging or securing AI-driven solutions within the functional domain.

Extensive experience in technical and commercial management in IT, software support, application services, or software development operations; solid knowledge of SaaS, internetworking fundamentals, and cybersecurity.

Experience operating at scale, able to connect regional strategy with operational execution in a high-growth global organization.

Customer-obsessed with deep empathy for enterprise clients and a focus on solving real-world security and operational challenges.

Proven ability to collaborate cross-functionally and lead complex, high-stakes customer situations with integrity and high standards.