Director, Technical Success Management

What you’ll do (Role Expectations)

• Direct a growing team of 20+ Technical Success Managers (TSMs), reporting to the VP of TSM International while co-leading joint initiatives with peer leadership
• Formulate and execute Premium Support strategies and global coverage operations, acting as a change agent to drive continuous innovation
• Directly manage relationships with key enterprise clients, serving as the ultimate escalation point and ensuring high service standards
• Collaborate cross-functionally to champion the Voice of the Customer (VoC), secure account retention, foster client references, and support new deal cycles that safeguard company margins
• Oversee operational compliance, workforce productivity, comprehensive TSM training, and retention programs to foster team growth

Who You Are (Success Profile)

• You think at scale, connecting your day-to-day leadership to the larger company mission and building solutions, processes, and teams built to support a high-growth, global organization
• You act like an owner, operating with high integrity and navigating seamlessly between high-level regional strategy and hands-on operational execution.
• You are customer-obsessed, building deep empathy for enterprise clients and anchoring decisions in solving real-world security and operational challenges.
• You are a high-trust collaborator, building strong cross-functional partnerships and embracing clear, respectful feedback to drive team performance.
• You lead with integrity, holding yourself and your team accountable to high standards of excellence while navigating complex, high-stakes customer situations.

What We’re Looking for (Minimum Qualifications)

• Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
• Bachelor’s degree or equivalent practical experience with 10–15+ years of experience in the Support Services domain
• 5+ years of management experience, ideally at the senior manager or director level
• Extensive background in technical and commercial management for IT, software support, application services, or software development operations
• Solid grasp of the SaaS ecosystem, internetworking fundamentals, and cybersecurity landscapes

What Will Make You Stand Out (Preferred Qualifications)

• Exposure to legacy and enterprise web security technologies such as Websense or Blue Coat
• Demonstrate a proven ability to leverage AI technologies and workflows to drive measurable operational efficiency.