Regional Director of Pooled Customer Success

You will build and lead the pooled customer success team, creating the shared queue, routing rules, response standards, playbooks, and operating procedures. You will hire and manage customer success managers, oversee cancellation and expansion handoffs, and use queue, configuration, response-time, and retention data to improve coverage and capacity.

Responsibilities

• Hire and manage pooled customer success managers
• Design the shared work queue, prioritization, response standards, and case-closure process
• Define routing rules between digital, pooled, and named customer-success lanes
• Build and maintain trigger-based customer success playbooks
• Manage cancellation and non-renewal interventions and capture reasons
• Hand expansion signals to account executives with relevant context
• Report on queue volume, response times, resolution times, configuration movement, and retention
• Measure team capacity and expand pooled coverage as processes mature

Requirements

• 5+ years of customer success or technical support experience for a developer-facing product
• 2+ years of people-management experience
• Experience building or running a shared-queue customer success or support motion
• Technical experience shipping code, running CI, or supporting developers
• Ability to read configuration files
• Ability to interpret dashboards and write or specify basic SQL queries
• Experience writing operating procedures
• Ability to build and document new playbooks