Manager, CSE (Customer Support)

About the role

You will define and drive strategies that consistently delight customers - built on a foundation of trust, technical expertise, and strong operational discipline. This role owns the end-to-end customer support experience for our enterprise portfolio, ensuring technical issues are resolved efficiently and relationships are strengthened through proactive engagement. You will lead a high-performing team of front-line Customer Success Engineers, inspiring them to deliver excellence and fostering a culture of ownership and accountability. The position requires a technically strong leader who balances deep system understanding with customer empathy to navigate complex, high-stakes escalations. You will champion a customer-first mindset and leverage data-driven insights to identify patterns and drive continuous improvements in product and experience. In this capacity, you will play a key role in driving AI adoption and building AI-first capabilities within the support organization to enhance efficiency and customer outcomes. You will partner closely with Engineering, Product, Services, and Customer Success teams to ensure timely issue resolution and establish strong feedback loops that drive innovation. If you thrive in a fast-paced environment, enjoy solving complex problems, and lead with enterprise focus, we would love to hear from you.

Key facts

What you'll do

• 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.
• Utilize data and customer insights to guide decisions; establish 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.

Requirements

• 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 managing and supporting enterprise customers in a B2B SaaS environment.
• Technical Aptitude: Ability to understand complex technical concepts and communicate effectively with engineering teams.
• Operational Rigor: Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
• Leadership: Demonstrated ability to lead, mentor, and develop high-performing teams.
• Communication: Excellent written and verbal communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders.
• Data-Driven: Experience using data to drive decisions and measure success against key performance indicators.
• AI-Native Mindset: Aptitude and curiosity for AI tools and methodologies that enhance customer support operations.
• Problem-Solving: Strong analytical and critical thinking skills to diagnose and resolve complex issues.
• Collaboration: Proven track record of working effectively with cross-functional teams such as Engineering and Product.
• Accountability: High ownership and responsibility for outcomes, deadlines, and team performance.
• Adaptability: Willingness to learn and adapt to new technologies, processes, and workflows in a dynamic environment.
• Results-Oriented: Focus on achieving targets and delivering high-quality results in a demanding environment.
• Communication: Strong presentation and influencing skills to articulate value and drive alignment with stakeholders.
• Coaching: Ability to coach and develop team members to improve skills and performance.
• Process Improvement: Experience identifying bottlenecks and implementing process improvements to enhance efficiency.
• Customer Advocacy: Passionate about representing the customer's voice within the organization to drive strategic decisions.