Director of Customer Success

We're seeking a highly technical, hands-on Director of Customer Success to drive the success of our most strategic enterprise clients. This is a crucial "player-coach" role, deeply involved in all technical aspects of the customer journey—from complex onboarding and integrations to driving the adoption of our advanced solutions, including our new Generative AI capabilities. You'll thrive in a lean, direct customer-facing environment, focused on high-impact problem-solving rather than extensive team building.

What You'll Do:

Technical Customer Success & Strategic Partnership:

• Own Technical Onboarding & Integration: Lead end-to-end technical onboarding for new customers, engaging deeply with their engineering, security, and IT teams. This involves managing intricate system integrations, API connections, and ensuring seamless deployment, often over periods of weeks or months.
• Drive Technical Adoption & Value: Proactively identify and address technical challenges, optimize product usage, and expand solutions within enterprise accounts. You'll be comfortable diving into technical details, troubleshooting, and explaining complex concepts.
• Generative AI Champion: Guide customers through the onboarding and expansion of our innovative Generative AI offerings, helping them define new use cases and extract maximum value.
• Strategic Relationship Management: Serve as the primary technical and strategic point of contact for high-value enterprise customers, fostering strong, long-term partnerships.
• Advocate for Customer Needs: Act as the voice of the customer internally, translating complex technical requirements and feedback into actionable insights for Product and Engineering teams.

Hands-On Operations & Expertise:

• Direct Engagement: Spend the majority of your time directly interacting with customers on technical implementation, troubleshooting, and solution design.
• Deep Product Knowledge: Develop a profound understanding of our sophisticated AI/ML, cybersecurity, and data platform products, including underlying technologies, APIs, and integration points.

Salary Range: $180-200K OTE (range may vary based on experience).

Must-Haves:

• 8+ years of experience in highly technical Customer Success, Technical Account Management (TAM), Solutions Architecture, or Implementation Management roles within the SaaS industry.
• Demonstrated Technical Acumen:
• Proven experience leading complex technical onboarding and integration projects for enterprise SaaS products, directly engaging with customer engineering, IT, or security teams.
• Comfortable discussing and understanding APIs, cloud infrastructure (AWS/Azure/GCP), data pipelines, software development lifecycles, and security concepts.
• Ability to quickly learn and become proficient in new, highly technical product offerings.
• Player-Coach Mindset: A strong desire and proven ability to be hands-on with customers, solving technical challenges directly, even in a leadership position. This role is not about managing a large team or solely focusing on high-level strategy.
• Strategic & Problem-Solving: Exceptional ability to identify customer needs, translate them into technical solutions, and drive successful outcomes.
• Outstanding Communication: Articulate communicator, capable of explaining complex technical concepts clearly to both technical and non-technical audiences.

Nice-to-Haves:

• 5+ years of experience in the Cybersecurity or Trust & Safety industry.
• Technical Degree: Bachelor's or Master's degree in Computer Science, Software Engineering, Cybersecurity, or a related technical field.
• Direct experience with Generative AI technologies or supporting customers through their adoption.