Director, Customer Success Engineering
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Job Description
Director of Technical Success for DataRobot leading a team of managers to drive customer value and AI adoption across enterprise clients. Focused on aligning technical delivery with business outcomes.
Responsibilities:
- 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!
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