Senior Manager, Customer Success Engineering

As a Senior Manager/Head of Support at Mindtickle, you will play a crucial role in leading the next chapter of customer excellence by balancing vision and execution, empathy and scale, and transforming support into a strategic advantage. Your responsibilities will include shaping the strategy, structure, and culture of the Support function, inspiring a team of support engineers and managers, and ensuring exceptional service delivery to global enterprise customers. You will be the voice of the customer, collaborating closely with Product, Engineering, and Success teams to enhance the overall customer experience. If you are ready to lead with heart and purpose, this role is for you. **Key Responsibilities:** - Lead a high-performing support team to provide superior customer experience grounded in trust, empathy, and technical expertise. - Champion a customer-first culture to drive an enterprise mindset to customer success. - Elevate the role of engineers within customer support by ensuring deep product knowledge and proactive ownership. - Reimagine support operations using AI-based quality scoring to enhance resolution times and team productivity. - Drive data-driven decision-making by leveraging customer insights to improve customer experience and operational efficiency. - Partner cross-functionally to influence product roadmap and resolve root causes, promoting knowledge sharing and continuous upskilling within the support organization. **Qualifications Required:** - 12-15 years of experience in technical support and customer success, with 2+ years in senior leadership roles in a B2B SaaS setup or Enterprise organization. - Demonstrated leadership ability at scale, navigating ambiguity, and driving clarity across cross-functional teams. - Experience in building and leading support functions for global enterprise customers, understanding security, compliance, and operational expectations. - Proven track record of driving the support function into a strategic customer advocacy engine, influencing product roadmap and customer loyalty. - Strong technical depth in modern SaaS architecture, cloud-native infrastructure, APIs, authentication protocols, enterprise data platforms, and analytics ecosystems. - Ability to engage with Engineering and Product teams in root cause investigations and platform escalations, translating technical concepts into clear business impact. Join Mindtickle as the Senior Manager/Head of Support to lead with purpose, drive customer excellence, and shape the future of support operations.,