Director of Customer Success

About Our Client

Our client is scaling quickly, and as part of its growth, it is looking for a manager to lead its support team. This role will oversee a team of Technical Success Engineers and Customer Support Specialists, ensuring day-to-day excellence in support, smooth onboarding, and consistent delivery of value to clients. The manager will also set the strategy and processes that make the support function scalable as the organization grows.

This is a player-coach role: the manager will lead, mentor, and prioritize for the team, while also rolling up their sleeves to handle escalations, improve processes, and ensure customer satisfaction.

Key Responsibilities

• Lead and develop a team of Technical Success Engineers and Customer Support Specialists
• Ensure SLAs are met for support tickets and implementations
• Serve as the escalation point for complex or sensitive client issues
• Establish and refine processes for onboarding, support ops, and integration testing
• Track and report on support metrics (ticket volume, resolution time, CSAT, etc.)
• Partner with Account Management / CSMs on proactive client health and satisfaction
• Monitor customer support channels and identify trends and areas for improvement
• Develop and implement training programs to enhance support specialist knowledge and skills
• Collaborate with Product and Engineering to share client feedback and advocate for customer needs
• Build and document playbooks to make support scalable and repeatable while maintaining consistent, high quality
• Hire and onboard new team members as the team expands

Required Qualifications

• 5+ years in customer success, support, or technical account management, including 1-2 years in a management role and 1-2 years in a startup environment
• Proven leadership and people management skills: experience coaching, motivating, and growing high-performing teams
• Experience with technical SaaS products (APIs, integrations, event tracking). Comfortable digging into setups, debugging issues, and guiding clients through solutions
• Commitment to operational excellence: holding a high bar for quality, striving for perfection in delivery, and continuously refining how the team works
• Growth mindset: enjoyment in building processes, systems, and dashboards that improve support delivery and scale
• Strong communicator and problem-solver, able to translate between technical and non-technical audiences
• Proficiency with support tools (Zendesk, Intercom, HubSpot, or similar) and ease working in ticket queues
• Deep empathy for customers and a track record of driving satisfaction and retention
• Highly organized, detail-oriented, and skilled at bringing structure to fast-moving environments
• Resourceful and independent: taking initiative to fix what’s broken and improve what’s working
• Familiarity with or willingness to quickly learn the privacy and regulatory landscape (HIPAA, CCPA, etc.)

Preferred Qualifications

• Hands-on experience with Google Tag Manager (custom tags and triggers), GA4, server-side event tracking, and attribution in ad platforms
• Background in healthcare, healthcare marketing, or marketing tech

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”