Senior Product Manager, Personalization
Fanatics
TypeScript
Senior Director, Success and Support
Customer.io
full-time
Posted on:
Origin: • 🇺🇸 United States • Oregon
Visit company websiteSalary
💰 $206,000 per year
Job Level
Senior
Tech Stack
TypeScript
About the role
- Lead the global CS and TS teams, setting vision, structure, and priorities;Define and execute strategies for both scaled/digital customer engagement and high-touch executive partnerships;Partner with senior executives at our customers to strengthen relationships, influence adoption, and ensure long-term retention;Oversee the evolution of our technical support function, ensuring responsiveness, efficiency, and a customer-first approach;Create clear swimlanes across CS, TS, and Account Management to reduce friction and improve the customer journey;Hire, coach, and retain high-performing leaders and ICs across both functions;Partner with Product, Engineering, Sales, and Marketing to ensure a seamless end-to-end customer experience;Serve as key member of the CRO leadership team and help shape company-wide decisions as company scales toward $500M ARR.
Requirements
- 10+ years in Customer Success, Technical Support, or related customer-facing roles, with at least 5 years in senior leadership (Director/Senior Director/VP);Proven ability to lead global teams at a B2B SaaS company, ideally supporting both mid-market and enterprise customers;Strong executive presence; comfortable engaging with internal C-suite leaders in strategic planning and customer health conversations;Experience scaling customer programs: from one-to-many digital engagement to tailored executive business reviews;Proven experience managing and expanding strategic customer accounts, including driving adoption, deepening executive relationships, identifying growth opportunities, and delivering measurable business outcomes;Track record of building or evolving Technical Support into a proactive, efficient, customer-centric function;Strong operational acumen; able to bring structure, metrics, and process without sacrificing agility;A collaborative leader who welcomes debate, challenges assumptions, and thrives in a fast-moving environment;Comfortability embracing the potential of AI in customer-facing teams, and continuing to guide us on our path to an AI-first culture.
