Sr. Director, Success & Support

Details

Customer.io is seeking a Senior Director to lead its global Customer Success (CS) and Technical Support (TS) organizations. This strategic leadership role reports to the VP of Customer Experience and focuses on driving adoption, delivering customer value, and ensuring retention across scaled digital programs and high-touch enterprise engagement. The role partners closely with Product, Engineering, Sales, and Marketing and is a member of the CRO leadership team.

Responsibilities

• Lead the global CS and TS teams, setting vision, structure, priorities, and clear cross-functional swimlanes.
• Define and execute strategies for both scaled/digital customer engagement and high-touch executive partnerships.
• Partner with senior executives at customers to influence adoption, strengthen relationships, and ensure long-term retention.
• Oversee the evolution of the technical support function to ensure responsiveness, efficiency, and a customer-first approach.
• Create clear roles and processes across CS, TS, and Account Management to reduce friction and improve the end-to-end customer journey.
• Hire, coach, and retain high-performing leaders and individual contributors across both functions.
• Partner with Product, Engineering, Sales, and Marketing to deliver a seamless customer experience and drive measurable business outcomes.
• Embed metrics, process, and operational rigor while maintaining agility and speed of execution.

Requirements

• 10+ years in Customer Success, Technical Support, or related customer-facing roles, with at least 5 years in senior leadership (Director/Senior Director/VP).
• Proven ability to lead global teams at a B2B SaaS company, ideally supporting both mid-market and enterprise customers.
• Strong executive presence and experience engaging with internal C-suite leaders and C-level customer contacts.
• Experience scaling customer programs from one-to-many digital engagement to tailored executive business reviews.
• Proven experience managing and expanding strategic customer accounts: driving adoption, deepening executive relationships, identifying growth opportunities, and delivering measurable outcomes.
• Track record of building or evolving Technical Support into a proactive, efficient, customer-centric function.
• Strong operational acumen: ability to implement structure, metrics, and processes without sacrificing agility.
• Collaborative leadership style; ability to welcome debate, challenge assumptions, and thrive in a fast-moving environment.
• Comfort with and curiosity about applying AI in customer-facing teams to support an AI-first culture.

Compensation & Benefits

• Starting salary for this role is $206,000 (or equivalent in local currency) depending on experience and subject to market rate adjustment.
• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
• 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, professional development budget, and additional benefits (see full benefits link in original posting).

Interview Process

• 30-minute video call with Recruiter
• 45-minute video call with Hiring Manager
• 45-minute interviews with potential team members
• Case study + review call (one week to prepare and submit)
• Final candidates will complete a background check and employment verifications

Company & Values

Customer.io powers automated communication for more than 7,500 companies. The company values empathy, clarity and transparency, bias for action, operational excellence, cross-functional collaboration, curiosity and adaptability (including embracing AI), and inclusive leadership.