Senior Manager, Customer Success Engineering
Pune, MaharashtraFull-TimeManagerSupport / Customer Success
What’s in it for you?
- Lead a high-performing support team to delight global customers, providing superior customer experience with customer trust as the guiding principle.
- Champion a customer-first culture grounded in trust, empathy, and responsiveness to foster technical partnership and drive an enterprise mindset to customer success.
- Elevate the role of the engineer within customer support - ensuring deep product knowledge, solid troubleshooting skills, and proactive ownership.
- Demonstrate success in reimagining support operations using AI or AI-based quality scoring. Not just adopting tools, but redefining workflows with them. Continuously keep the support org future-ready by staying ahead of AI-driven support trends and tooling.
- Lead from the front during high-severity escalations and complex technical issues, ensuring clarity and customer confidence.
- Leverage automation and AI (Integrate AI copilots, chatbots) to improve resolution times, customer satisfaction, and team productivity.
- Data-driven decision making: Leverage data and customer insights to guide strategic decisions; establish robust dashboards and analytics workflows that surface patterns, trends, and signals to proactively improve customer experience, team performance, and operational efficiency.
- Build and maintain real-time dashboards for key metrics: CSAT, SLA adherence, resolution time, ticket deflection, etc.
- Partner cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes.
- Champion the voice of the customer internally and close the loop with actionable feedback.
- Promote knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution.
- Drive continuous upskilling through training and career development programs.
- Recruit, retain, and develop top-tier support talent with deep technical acumen and service excellence.
- Instill a culture of accountability, collaboration, and continuous improvement within the support org.
- Encourage a culture of innovation, experimentation, and adaptability to new workflows and systems.
We’d love to hear from you, if you:
- 12-15 years of experience in technical support, customer success; 2+ years in senior leadership managing managers in a B2B SaaS setup or an Enterprise organization.
- Leadership DNA: Proven ability to lead at scale, navigate ambiguity, and drive clarity across cross-functional teams.
- Enterprise Customer Experience: Proven experience building and leading support functions for global enterprise customers, with a deep understanding of their security, compliance, and operational expectations.
- Past experience in successfully driving the support function into a strategic customer advocacy engine, influencing product roadmap and customer loyalty through structured feedback loops and measurable impact.
- Proven ability to lead through high-severity incidents, platform outages, or enterprise escalations, showing calm under pressure and excellence in stakeholder management.
- Customer-Centric: Deep empathy for customer pain points, with the ability to translate that into business value and technical solutions.
- Global and Cultural Fluency: Experience working across regions and time zones with a sensitivity to global customer expectations, language nuances, and cultural alignment.
- Strong technical Depth: Deep understanding of modern SaaS architecture, cloud-native infrastructure (AWS), APIs and webhook frameworks, SSO and authentication protocols (OAuth, SAML), 3rd Party Integrations, enterprise data platforms, and analytics ecosystems.
- Able to engage confidently with Engineering and Product teams in root cause investigations, and platform escalations.
- Brings the ability to translate complex technical concepts into clear business impact, and ensure support teams are equipped to handle increasingly technical customer environments.
- Strategic Thinker and Hands-on: Can operate at 10,000 ft and 10 ft, shifting between strategy, execution, and coaching effortlessly.
- Operational Excellence: Experience with tools like Salesforce, Freshworks, OData, and Reporting/BI Tools. Familiarity with ITIL, CS Ops frameworks, and AI-based support models is a plus; experience in scaling metrics, dashboards, and support processes.
- Structured problem solver who breaks down complex challenges into logical, actionable components.
