Lead, coach, and scale high-performing teams, fostering efficiency, collaboration, accountability, and a results-driven culture
Hire and onboard new team members to scale with business growth
Foster a culture of continuous learning, collaboration, and customer obsession
Align all cross-functional teams to ensure strategic cohesion and a consistent customer experience
Develop, document, and continuously improve processes and metrics across all customer-facing functions
Establish and manage KPIs across all teams, and ensure continuous performance improvement
Create and communicate tactical and strategic initiatives aligned with business goals
Set quarterly team goals and drive accountability for execution and velocity
Implement, measure and track feedback loops the drive process improvement and cross functional coordination
Capture an institutionalized knowledge / standardize and institutionalize knowledge to improve consistency and efficiency
Present technical services metrics and insights at monthly leadership meetings
Analyze trends across support, success, and TAM functions to identify opportunities and risks
Translate data into actionable recommendations that drive continuous improvement
Collaborate cross-functionally with Sales, Product, and Engineering leadership to re-design and optimize the customer journey
Deliver exceptional service that maintains low churn and supports account expansion
Create a structure for managing escalations to ensure swift resolution and a positive customer experience

Requirements

A minimum of 5+ years of experience leading customer-facing technical teams (Support, Customer Success, or TAM functions)
Previous experience in a customer success role would be a definite asset
Proven track record of building and scaling high-performing teams
Strong operational mindset with experience establishing processes, metrics, and KPIs
Technical aptitude and the ability to handle escalations and complex problem-solving
Preference will be given to candidates with experience in networking technologies and ISP environments
Excellent cross-functional collaboration and communication skills
Data-driven approach to decision-making and continuous improvement
Proven success working directly with founders in a scaling tech environment
Strong communication skills with experience translating complex technical issues into clear, actionable guidance for customers and internal teams.

Applicant Tracking System Keywords

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

Hard skills

KPI establishmentprocess improvementdata analysistechnical services metricscustomer journey optimizationescalation managementnetworking technologiesISP environmentscustomer successcomplex problem-solving

Soft skills

leadershipcoachingcollaborationaccountabilitycommunicationoperational mindsetcustomer obsessioncontinuous learningresults-driven culturecross-functional collaboration