Director, Success Engineer – Strategic

This is a fully remote position, open to applicants in United States.

📋 Description

• Assemble a high-performing team of Success Engineers through hiring, development, and retention.

• Create career pathways and establish technical competency frameworks.

• Provide coaching on technical advisory and translating product capabilities into business results.

• Implement processes for adoption, utilization, health monitoring, technical churn intervention, and expansion enablement.

• Track feature utilization, ensure configuration quality, monitor health proactively, and identify risks.

• Collaborate with Sales & Customer Success to pinpoint opportunities for expansion.

• Present customized demonstrations that highlight advanced platform functionalities.

• Develop ROI narratives and technical business cases to support expansion initiatives.

• Set best practices for customer discovery, technical workshops, and solution design.

• Manage the team's internal communication efforts.

• Build a strategy to address technical churn risks.

• Act as the executive technical sponsor for premier strategic customers.

• Foster cross-functional influence with leadership in Product, Engineering, and Support & Services.

• Establish the foundational data and tools necessary for the team.

• Plan and execute advisory engagements, support M&A integration, and coordinate multi-tenant rollouts.

• Travel approximately 30% of the time for customer on-site visits and field engagement with strategic accounts.

⛳️ Requirements

• Over 10 years of experience in customer-facing technical roles such as Technical Account Management, Customer Success Engineering, Solutions Engineering, Professional Services, or Consulting.

• More than 6 years in a leadership capacity, preferably in enterprise SaaS.

• Demonstrated success in building or scaling a high-performing post-sales technical team that supports strategic, multi-location, or enterprise customers.

• Profound knowledge of enterprise software implementations, integrations, and the operational realities of utilizing a platform—covering APIs, large-scale configurations, and multi-tenant architectures.

• Proven history of collaborating with commercial leaders (Sales, Account Management, Customer Success) to achieve mutual goals in retention and expansion.

• Strong executive presence with the capability to engage C-suite stakeholders effectively.

• Experience in leveraging product usage data, health indicators, and adoption analytics to prioritize team efforts.

• Established ability to influence Product and Engineering roadmaps through structured customer feedback.

• High adaptability to ambiguity and change.

• Exceptional communication and storytelling abilities.

🏝️ Benefits

• Flexible time off along with abundant learning and development opportunities.

• Comprehensive onboarding program.

• Leadership training for individuals at all levels.

• Bonusly rewards system.

• Peer-nominated recognition awards.

• Company-covered medical, dental, and vision insurance (with 100% employer-paid options and 90% coverage for dependents).

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401k matching program.

• Telehealth options, including memberships to One Medical.

• Parental leave and support services.

• Up to $20,000 in fertility services (such as IUI and IVF).

• Reimbursement for surrogacy and adoption expenses.

• On-demand maternity support through Maven Maternity.

• Complimentary breast milk shipping via Maven Milk.

• Pet insurance options.

• Access to legal advisory services.

• Financial planning resources.