Build cohesion across Customer Success, Technical Escalation, and Sales Engineering into a single team with shared culture and accountability
Develop a high performing team through structured coaching, clear career paths, and hiring and onboarding programs that scale with the business
Set and track team wide goals across retention, customer health, and operational performance, driving accountability at every level
Own the full customer lifecycle from pre-sales trial through long term retention, ensuring a seamless and high quality experience at every stage
Drive strategic account reviews, executive relationships, and proactive outreach programs that protect and grow revenue
Define the metrics, processes, and playbooks that keep customers successful and the team operating at a consistent standard
Oversee the end-to-end resolution of complex customer issues, from initial escalation through root cause analysis and systemic fixes
Set and enforce operational SLAs, surface patterns across incidents, and partner with Product and Engineering to address underlying gaps
Build the tooling, documentation, and institutional knowledge that raises the team's technical capabilities over time
Shape company-wide strategy as a senior voice on the leadership team, bringing a customer centric perspective to business decisions
Drive alignment across Product, Engineering, and Sales to ensure customer needs are reflected in roadmap priorities and operational commitments
Lead the organizational response to major incidents and escalations, coordinating communication and decision-making across functions

Requirements

10+ years in customer-facing roles in B2B/Enterprise SaaS, with 5+ years managing teams of 5–15 across support, success, or technical operations
Comfort operating as a player-coach: strategic enough to build systems, hands-on enough to step into escalations and customer situations directly, and self-aware about where you naturally sit on that spectrum
Proven experience setting clear performance expectations, running performance management, and coaching team members across varying skill levels, preferably across a wide direct span while simultaneously owning operational work
Track record of building escalation tiers, setting SLAs, and holding teams accountable
Experience managing or closely partnering with a pre-sales/solutions engineering function
Strong interest in cybersecurity and ad tech domain and significant background in a technically complex product domain where customer issues require deep cross-functional investigation.
Strong technical fluency: able to read threat reports, understand attack chains, and hold substantive conversations with engineers
Proven ability to operate in founder-led environments where processes need to be built from scratch
Demonstrated success managing up to senior leaders and C-suite; able to translate strategic intent into structured execution
Commercial literacy: comfortable with renewal dynamics, contract language, and client-facing business conversations
Strong communication: you own the customer communication playbook and cross-functional strategy documents. Your communication is clear, credible, and calibrated to the audience. You exercise empathy and directness in equal measure.

Benefits

Fully Remote
Unlimited Paid Time Off
Sabbatical
Stock Option Plan
Exceptional Health Care Plans (Medical, Dental & Vision)
FSA & Commuter Benefits
Employee Sponsored Disability & Life Insurance
401(k) Plan with Automatic Employer Contribution
Enhanced and Extended Family Leave
Learning & Development Budget
Yearly Office Supply Stipend
Free Global Co-Working Membership

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

performance managementcoachingescalation managementSLA settingcustomer lifecycle managementmetrics definitionroot cause analysistechnical fluencycybersecurityad tech

Soft Skills

leadershipcommunicationstrategic thinkingempathyaccountabilityteam buildingproblem-solvingcross-functional collaborationself-awarenesscustomer-centric approach