Head of Digital Customer Success
6sense
Director, Global Technical Support
Pendo.io
full-time
Posted on:
Location Type: Office
Location: Raleigh • North Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $170,000 - $185,000 per year
Job Level
Lead
Tech Stack
Cloud
About the role
- Lead worldwide customer support operations for Pendo, shaping strategy, structure, and execution of the technical support organization.
- Define and execute the global technical support strategy aligned with company objectives.
- Lead, mentor, and grow a distributed support team across multiple regions and time zones.
- Develop metrics and KPIs to measure customer satisfaction, team performance, and operational efficiency.
- Ensure timely, effective, and empathetic resolution of customer issues, driving high CSAT scores and adhering to customer SLAs.
- Collaborate with Product, Engineering, and Customer Success to provide feedback loops for product improvements and customer insights.
- Implement scalable self-service resources, knowledge bases, and AI-driven support tools.
- Standardize support processes and tools across global teams for consistency and efficiency.
- Optimize case handling, escalation procedures, and root cause analysis.
- Establish proactive support models to prevent issues before they arise.
- Partner with Engineering and Product teams to influence product roadmaps based on customer needs.
- Work with Sales and Customer Success to support pre- and post-sales technical engagements.
- Align with Operations and IT to ensure support systems and technologies are robust and scalable.
- Drive operational excellence, foster a customer-first culture, and scale support processes to meet demands of a growing SaaS business.
Requirements
- 10+ years of experience in technical support, customer success, or related roles in a SaaS environment, with at least 5 years in a leadership position.
- Proven track record of building and scaling global technical support organizations.
- Strong understanding of SaaS architectures, cloud technologies, and enterprise software environments.
- Demonstrated success with metrics-driven management and operational improvement.
- Excellent leadership, communication, and interpersonal skills.
- Experience with support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Jira, AI-powered chatbots).
- Preferred: Background in B2B SaaS with enterprise customer segments.
- Preferred: Strong analytical skills with the ability to translate data into strategy.
- Preferred: Passion for delivering exceptional customer experiences and building high-performing teams.
Benefits
- Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.
- Equal opportunity employer; diverse teams encouraged to apply.
- Accessibility: reasonable accommodation for applicants with mental and/or physical disabilities (contact accommodation@pendo.io).
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportcustomer successmetrics-driven managementoperational improvementSaaS architecturecloud technologiesenterprise software
Soft skills
leadershipcommunicationinterpersonal skillsanalytical skillscustomer-first culture
