Director of Customer Success & Support
Core
Lead Customer Success and Technical Support teams to drive retention, satisfaction, and expansion for enterprise clients while building scalable methodologies and evolving an AI-first support model.
Role type
Senior leadership IC (Director of Customer Success & Support)
Builds
Scalable customer success and technical support methodologies, operating rhythms, health scoring, and engagement processes
Domain
B2B SaaS, AI-powered customer engagement, enterprise customer experience
Required skills
Strategic thinking, team building, process improvement, enterprise customer management, executive communication, data-driven analysis, KPI/SLA definition, technical support leadership, recruitment and coaching
Preferred skills
CX/contact center technologies experience, AI-powered customer engagement experience
Technologies
AI-powered customer engagement platforms
Responsibilities
Lead Customer Success and Technical Support teams; Drive customer retention, satisfaction, and expansion; Partner with strategic customers; Build scalable support methodologies and processes; Define and track support KPIs and SLAs; Collaborate with Product, Delivery, and Sales; Recruit and develop high-performing teams
Seniority
Senior, hands-on leadership (via careerplan.io/jobs/0A-001-C2-379-director-of-customer-success-support-at-commbox)
