Manager, Developer Success Team
San Francisco, New York CityFull-TimeManagerOther
What You'll Do
- Strategic Leadership & Team Growth: Recruit, hire, coach, and manage a high-performing Developer Success Engineering (DSE) team. Own performance development, capacity planning, and ensure team alignment with financial targets.
- Process & Operational Scaling: Own the continuous evolution of the DSE function, building scalable workflows, processes, and tools to maximize team efficiency and impact.
- Technical Escalation Ownership: Serve as the final point of contact for complex technical escalations, leading incident post-mortems and ensuring swift, effective resolution for high-priority customer blockers.
- Product Advocacy & Strategy: Oversee the team’s mechanism for providing prioritized, systemic product feedback to Engineering and Product leadership, driving core product roadmap decisions.
- Growth Enablement: Collaborate with Account Management (AM) leadership to convert technical health insights into actionable growth strategies, ensuring DSEs effectively identify and surface expansion signals.
- Data Rigor & Health: Establish processes to systematically capture and measure the technical health of the customer base, translating those metrics into required EPD resources and strategic investments.
- Ecosystem Navigation: Lead the team in improving customer experience by developing architectural strategies to simplify the ways developers work with Finch across diverse API maturity levels.
What You'll Bring
- Proven Technical Management: You possess 3+ years of experience managing, leading, and developing a customer-facing technical team (Solutions Architects, Technical CSMs, etc.).
- Deep Technical Credibility: You have deep expertise in API architectures, advanced client-resolution methodologies, and cloud environments (AWS a bonus).
- Strategic Cross-Functional Leader: You have a proven ability to drive complex cross-functional alignment and accountability across Engineering, Product, and Sales organizations.
- Executive Communication: You possess exceptional communication skills, capable of credibly troubleshooting complex technical issues while translating technical concepts into clear business implications for executive stakeholders.
- Industry & Product Mindset: Experience in a B2B SaaS environment, ideally with exposure to payroll integrations, employee benefits ecosystem, and/or HR system architecture.
- Growth & Problem-Solving: You demonstrate a genuine curiosity for technology and thrive in environments requiring you to navigate complex product challenges and scaling growing pains effectively.
What We Offer
- Foundational role: Help shape the future of our success team and strategy
- Massive market: We’re building infrastructure in a $100B+ industry that touches every employer and employee in the world
- Strong backing: World-class investors and a leadership team with deep startup experience
- Customer impact: Work with customers that are redefining the way people get paid, insured, and employed
