Head of CS and Support

Required

• High bar for talent. You've built and led exceptional technical, customer-facing teams. You know how to identify, recruit, and develop top performers, and hold the team to a high standard of execution.
• Systems builder. You've built scalable customer success and support organizations, not just managed existing ones. You know how to design processes for onboarding, customer health, renewals, support triage, escalations, and engineering handoffs that scale without constant intervention.
• Deep customer empathy. You genuinely care about making customers successful. You proactively understand their problems, advocate for their needs internally, and push the organization to solve them. You know how to instill this same customer-first mindset across your team.
• Strong technical expertise. You're comfortable getting hands-on with APIs, cloud infrastructure, authentication, logs, and production deployments. You can independently debug complex customer issues, identify root causes, and work effectively with engineering to resolve them.
• High bar for customer response quality. You know what a great customer response looks like. You immediately spot vague, generic, or AI-generated answers that don't solve the customer's problem. You review customer interactions, provide direct feedback, and coach your team to deliver clear, technically accurate, actionable responses.
• Proven customer success experience. You've owned enterprise customer relationships, driven successful deployments, expanded adoption, and managed renewals. You know how to identify at-risk customers early and build proactive engagement strategies that improve retention.
• Experience running technical support. You've directly owned support operations, including ticket queues, SLAs, production incidents, escalations, and support-to-engineering workflows. You measure success by whether customer problems are actually resolved, not just how quickly the team responds.
• Sound judgment and ownership. You can prioritize competing customer needs, recognize urgent incidents, make difficult tradeoffs, and communicate clearly under pressure. You take accountability for customer outcomes, even when resolving the problem requires another team.
• Willingness to get your hands dirty. You're excited to build both functions from the ground up. At our current size, you'll personally work with customers, debug issues, manage escalations, and drive renewals while hiring and developing the team.
• Experience at enterprise infrastructure, developer tools, or open-source companies is strongly preferred. Familiarity with AI infrastructure is a plus.