Director of Customer Success

Fitt Talent Partners

94d

About The Position

We are scaling quickly, and as part of our growth, we are looking for a manager to lead our support team. You’ll 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. You’ll also set the strategy and processes that make our support function scalable as we grow. This is a player-coach role: you’ll manage, mentor, and prioritize for the team, while also rolling up your sleeves to handle escalations, improve processes and ensure customer satisfaction.

Requirements

• 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: you’ve coached, motivated, and grown 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: you hold a high bar for quality, strive for perfection in delivery, and continuously refine how the team works
• Growth mindset: you like building processes, systems, and dashboards that improve our delivery of support 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: you take 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.)

Nice To Haves

• 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

Responsibilities

• Lead and develop a team of Technical Success Engineers and a 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

What This Job Offers

• Career Level: Manager
• Number of Employees: 51-100 employees