Manager, Customer Success Engineering

Mindtickle provides a comprehensive, data-driven solution for sales readiness and enablement that fuels revenue growth and brand value for dozens of Fortune 500 and Global 2000 companies and hundreds of the world’s most recognized companies across technology, life sciences, financial services, manufacturing, and service sectors. 

With purpose-built applications, proven methodologies, and best practices designed to drive effective sales onboarding and ongoing readiness, mindtickle enables company leaders and sellers to continually assess, diagnose and develop the knowledge, skills, and behaviors required to engage customers and drive growth effectively. We are funded by great investors, like Softbank, Canaan Partners, NEA, Accel Partners, and others. 

• Lead a high-performing support team to delight global customers, providing a 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.

• Play a key role in driving AI adoption and building AI-first capabilities within the support organization to enhance efficiency and customer outcomes.

• 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 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.
  
  

• 8-10 years of experience in technical support, customer success; 1+ year in managers in a B2B SaaS setup or an Enterprise organization.

• Customer-Centric: Deep empathy for customer pain points, with the ability to translate that into business value and technical solutions. 

• Enterprise Customer Experience: Proven experience building and leading support teams for global enterprise customers, with a deep understanding of their security, compliance, and operational expectations.

• Structured problem solver who breaks down complex challenges into logical, actionable components.

• 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. 

• Demonstrated ability to drive AI adoption and leverage AI tools to improve support efficiency and customer outcomes.

• Proven ability to lead through high-severity incidents, platform outages, or enterprise escalations, showing calmness under pressure and excellence in stakeholder management.

• Global and Cultural Fluency: Experience working across regions and time zones with a sensitivity to global customer expectations, language nuances, and cultural alignment.

• Operational Excellence: Experience with tools like Salesforce, Freshworks, OData, 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.

• Willingness to work in rotational shifts to support global customers, ensuring consistent, high-quality coverage.