Senior Director, Success & Support

Details

Customer.io powers automated communication (email, push notifications, in‑app messages, SMS) used by over 7,500 companies. We help teams send smarter, more relevant messages using real‑time behavioral data. We are hiring a Senior Director to lead our global Customer Success (CS) and Technical Support (TS) organizations. Reporting to the VP of Customer Experience, you will define vision and strategy for adoption, value delivery, retention, and the joint operation of CS and TS across scaled digital programs and high‑touch enterprise engagements.

Responsibilities

• Lead the global CS and TS teams, setting vision, structure, priorities, and metrics.
• Define and execute strategies for both scaled/digital customer engagement and high‑touch executive partnerships (one‑to‑many digital programs through enterprise executive business reviews).
• Partner with senior customer executives to strengthen relationships, influence adoption, and ensure long‑term retention and measurable outcomes.
• Oversee the evolution of technical support into a proactive, efficient, customer‑centric function—improving responsiveness and operational efficiency.
• Create clear swimlanes 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.
• Collaborate cross‑functionally with Product, Engineering, Sales, and Marketing to ensure a seamless customer experience and to surface product/engineering feedback.
• Bring operational rigor: establish metrics, processes, and structure that scale without sacrificing agility.
• Embrace and guide the adoption of AI and automation within customer‑facing teams to improve outcomes and efficiency.

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; comfortable engaging with internal C‑suite leaders and C‑level customer contacts.
• Experience scaling customer programs across digital and high‑touch motions and managing strategic accounts to drive adoption, expansion, and retention.
• Track record of building or evolving Technical Support into a proactive, efficient, customer‑centric organization.
• Strong operational acumen: comfortable defining metrics, processes, and structures to measure and improve customer outcomes.
• Collaborative leadership style; able to challenge assumptions, encourage debate, and partner across CS, TS, Account Management, Product, Engineering, Sales, and Marketing.
• Comfort with and curiosity about AI and automation in customer‑facing teams.

Compensation & Benefits

• Starting salary: $206,000 (or equivalent in local currency), depending on experience and subject to market adjustments.
• 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 other benefits.

Interview Process

• 30‑minute video call with recruiter
• 45‑minute video call with hiring manager
• 45‑minute interviews with a few potential team members
• Case study + review call (one week to prepare and submit)
• Final candidates will complete background checks and employment verifications

Company Values

Customer‑centricity, empathy, clarity and transparency, bias for action, operational excellence, collaboration, curiosity/adaptability (including AI), and inclusive leadership.

How to Apply

Apply via Customer.io careers page. For questions, contact [email protected].