What you’ll do

Lead the global CS and TS teams, setting vision, structure, and priorities.
Define and execute strategies for both scaled/digital customer engagement and high-touch executive partnerships.
Partner with senior executives at our customers to strengthen relationships, influence adoption, and ensure long-term retention.
Oversee the evolution of our technical support function, ensuring responsiveness, efficiency, and a customer-first approach.
Create clear swimlanes across CS, TS, and Account Management to reduce friction and improve the customer journey.
Hire, coach, and retain high-performing leaders and ICs across both functions.
Partner with Product, Engineering, Sales, and Marketing to ensure a seamless end-to-end customer experience.

What we're looking for

10+ years in Customer Success, Technical Support, or related customer-facing roles, with at least 5 years in senior leadership (Director/Senior Director/VP).
Proven ability to lead global teams at a B2B SaaS company, ideally supporting both mid-market and enterprise customers.
Strong executive presence; comfortable engaging with internal C-suite leaders in strategic planning and customer health conversations. Equally comfortable approaching and building relationship with C-Level customer contacts.
Experience scaling customer programs: from one-to-many digital engagement to tailored executive business reviews.
Proven experience managing and expanding strategic customer accounts, including driving adoption, deepening executive relationships, identifying growth opportunities, and delivering measurable business outcomes.
Track record of building or evolving Technical Support into a proactive, efficient, customer-centric function.
Strong operational acumen; able to bring structure, metrics, and process without sacrificing agility.
A collaborative leader who welcomes debate, challenges assumptions, and thrives in a fast-moving environment.
Comfortability embracing the potential of AI in customer-facing teams, and continuing to guide us on our path to an AI-first culture.

Why You’ll Love This Role

Strategic Scope: Lead two critical functions—Customer Success and Technical Support—and shape how they work together to deliver value.
Impact: Be a key driver of adoption, customer outcomes, and retention at a company scaling toward $500M ARR.
Leadership Platform: Join the CRO leadership team and influence company-wide priorities, not just CX.
Growth Opportunity: Build on a strong foundation to create a world-class customer experience function at scale.

Compensation & Benefits

We believe in transparency. Starting salary for this role is $206,000 (or equivalent in local currency) depending on experience and subject to market rate adjustment.

We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

Senior Director, Success & Support

Americas

Remote

Senior ++

Customer.io