DataRobot

Director, Customer Success Engineering

DataRobot

full-time

Posted on:

Location Type: Remote

Location: California • Massachusetts • United States

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Job Level

Lead

About the role

  • Lead & Develop the TSM Team: Manage, coach, and grow a team of Technical Success Managers (levels I–III) across regions and accounts; establish clear expectations, skill development plans, and a high-performance culture.
  • Ensure Scalable Technical Impact: Drive consistency in delivery of technical enablement, adoption planning, and use case value realization across all customer engagements.
  • Customer Outcomes & Success Plans: Guide the team in building and executing success plans that deliver measurable business value, increase application consumption, and mitigate risk.
  • Operational Excellence: Implement and improve processes, metrics, playbooks, and tooling to ensure efficient team operations and consistent customer experiences.
  • Cross-Functional Leadership: Partner with Engagement Directors, Account Managers, and ProServ to align on customer strategy, expand usage, and support renewals and upsells.
  • Technical & Strategic Advocacy: Represent customer needs and technical feedback to Product and Engineering, influencing roadmap prioritization and closing adoption gaps.
  • KPI Management & Reporting: Track and report on key success metrics including app consumption rates, CSAT for technical enablement, team utilization, and customer health.
  • Drive Organizational Learning: Capture best practices, customer insights, and success stories to inform broader go-to-market strategy and knowledge-sharing across teams.

Requirements

  • 10+ years in post-sales technical roles (e.g., Technical CSM, Solutions Consultant, Customer Success Engineering), including 3+ years managing teams.
  • Experience in SaaS, AI/ML platforms, or enterprise software environments.
  • Bachelor’s degree in a technical, business, or related field; advanced degree preferred.
Benefits
  • Medical, Dental & Vision Insurance
  • Flexible Time Off Program
  • Paid Holidays
  • Paid Parental Leave
  • Global Employee Assistance Program (EAP) and more!
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical enablementadoption planninguse case value realizationKPI managementmetrics trackingprocess improvementplaybook developmentcustomer success planningteam managementSaaS
Soft Skills
leadershipcoachingcommunicationcross-functional collaborationstrategic advocacyorganizational learningcustomer focusproblem-solvingteam developmentperformance management
Certifications
Bachelor’s degreeadvanced degree