Senior Manager, Customer Success Engineering

Senior Manager, Customer Success Engineering

Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We're honoured to be recognized as a Leader in the first-ever Forrester Wave™: Revenue Enablement Platforms, Q3 2024!

Mindtickle is looking for a passionate and forward-thinking Senior Manager/Head of Support to lead our next chapter of customer excellence. This role demands a leader who can balance vision and execution, empathy and scale, and who believes that support is not just a function or cost center but a strategic advantage, a differentiator.

In this role, you will shape the strategy, structure, and culture of our Support function, anchored in customer trust, technical depth, and operational rigor. You will lead with a customer-obsessed mindset, inspire a team of support engineers and managers, and bring a strong enterprise lens to deliver exceptional service to some of the world's most respected enterprises.

As the voice of the customer and a strategic partner to Product, Engineering, and Success teams, you will ensure that every interaction reflects a sense of urgency, empathy, and excellence. You will be trusted to shape the experience of some of the most demanding and strategic global enterprise customers and play a critical role in defining how support is perceived across the company as a strategic enabler.

If you are ready to lead with heart, act with urgency, and engineer with purpose, we want to hear from you.

What's in it for you?

• Lead a high-performing support team to delight global customers, providing superior customer experience with customer trust as the guiding principle.
• Champion a customer-first culture grounded in trust, empathy, and responsiveness to foster technical partnership and drive an enterprise mindset to customer success.
• Elevate the role of the engineer within customer support - ensuring deep product knowledge, solid troubleshooting skills, and proactive ownership.
• Demonstrate success in reimagining support operations using AI or AI-based quality scoring. Not just adopting tools, but redefining workflows with them. Continuously keep the support org future-ready by staying ahead of AI-driven support trends and tooling.
• Lead from the front during high-severity escalations and complex technical issues, ensuring clarity and customer confidence.
• Leverage automation and AI (Integrate AI copilots, chatbots) to improve resolution times, customer satisfaction, and team productivity.
• Data-driven decision making: Leverage data and customer insights to guide strategic decisions; establish robust dashboards and analytics workflows that surface patterns, trends, and signals to proactively improve customer experience, team performance, and operational efficiency.
• Build and maintain real-time dashboards for key metrics: CSAT, SLA adherence, resolution time, ticket deflection, etc.
• Partner cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes.
• Champion the voice of the customer internally and close the loop with actionable feedback.
• Promote knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution.
• Drive continuous upskilling through training and career development programs.
• Recruit, retain, and develop top-tier support talent with deep technical acumen and service excellence.
• Instill a culture of accountability, collaboration, and continuous improvement within the support org.
• Encourage a culture of innovation, experimentation, and adaptability to new workflows and systems.

We'd love to hear from you, if you:

• 12-15 years of experience in technical support, customer success; 2+ years in senior leadership managing managers in a B2B SaaS setup or an Enterprise organization.
• Leadership DNA: Proven ability to lead at scale, navigate ambiguity, and drive clarity across cross-functional teams.
• Enterprise Customer Experience: Proven experience building and leading support functions for global enterprise customers, with a deep understanding of their security, compliance, and operational expectations.
• Past experience in successfully driving the support function into a strategic customer advocacy engine, influencing product roadmap and customer loyalty through structured feedback loops and measurable impact.
• Proven ability to lead through high-severity incidents, platform outages, or enterprise escalations, showing calm under pressure and excellence in stakeholder management.
• Customer-Centric: Deep empathy for customer pain points, with the ability to translate that into business value and technical solutions.
• Global and Cultural Fluency: Experience working across regions and time zones with a sensitivity to global customer expectations, language nuances, and cultural alignment.
• Strong technical Depth: Deep understanding of modern SaaS architecture, cloud-native infrastructure (AWS), APIs and webhook frameworks, SSO and authentication protocols (OAuth, SAML), 3rd Party Integrations, enterprise data platforms, and analytics ecosystems.
• Able to engage confidently with Engineering and Product teams in root cause investigations, and platform escalations.
• Brings the ability to translate complex technical concepts into clear business impact, and ensure support teams are equipped to handle increasingly technical customer environments.
• Strategic Thinker and Hands-on: Can operate at 10,000 ft and 10 ft, shifting between strategy, execution, and coaching effortlessly.
• Operational Excellence: Experience with tools like Salesforce, Freshworks, OData, and Reporting/BI Tools. Familiarity with ITIL, CS Ops frameworks, and AI-based support models is a plus; experience in scaling metrics, dashboards, and support processes.
• Structured problem solver who breaks down complex challenges into logical, actionable components.