Director of Data Success and Support
About The Position
HockeyStack is an Applied AI company on a mission to automate sales, marketing, and customer success for B2B companies. We build the most complete and accurate picture of the B2B buyer by integrating with every tool your team uses, partnering with third-party data providers, and deploying custom AI research agents. We use this data to power applications that automate high-value, high-complexity workflows across the go-to-market and revenue teams. Our core products include: Marketing Intelligence – instantly answers questions like “What led to that sudden drop in pipeline?” Account Intelligence – surfaces next-best actions to help reps move target accounts toward conversion Since launching in January 2023, we’ve come through Y Combinator, raised a $20M Series A led by Bessemer. We’re growing 3× year-over-year, have hit multimillion ARR, and process over 60 TB of GTM data monthly. Based at our San Francisco HQ, we operate fully in-person, move fast and hire people who are ready to win. 🚀 Your Mission The Director of Data Success & Support will be a hands-on leader who brings deep experience as a veteran Data Analyst and proven success managing analytics teams. This leader will manage the dual responsibility of ensuring that customers derive maximum insights from HockeyStack while also overseeing our global support experience. You will build and scale processes, define KPIs, and lead a team that drives customer trust and adoption through excellent analysis and responsive support. This role reports to the VP of Customer Success & Support and will partner closely with Customer Success, Product, and Engineering teams.
Requirements
- Ownership-first mindset — you take initiative, move fast, and figure things out
- Thrive in early-stage, high-urgency environments where speed and impact matter
- Curious, self-aware, and feedback-driven — you bring energy, not ego
- See this role as a defining chapter — not a stepping stone or side quest
- 7+ years of experience leading Data Analysts or related functions, including 3+ years in team leadership.
- Proven background as a Data Analyst with the ability to guide others—even without SQL/Python—using a no-code data platform mindset.
- Experience managing and scaling data or customer support teams.
- Strong leadership and coaching skills with a track record of developing high-performing teams.
- Excellent problem-solving ability grounded in first principles thinking.
- Exceptional cross-functional collaboration with Customer Success, Product, and Engineering.
- Deep customer empathy and relentless drive to improve the customer experience.
Responsibilities
- Lead and mentor the Data Success team of high-caliber analysts to deliver actionable insights and guide customers on leveraging HockeyStack.
- Oversee customer support operations, ensuring timely, accurate, and proactive responses to customer needs.
- Define, monitor, and optimize support KPIs (response time, resolution time, CSAT, proactive engagement).
- Build scalable processes that balance high-quality analysis with efficiency, enabling the team to support a rapidly growing customer base.
- Partner with Product and Engineering to surface customer insights and shape platform evolution.
- Develop playbooks, frameworks, and best practices for Data Analysts to scale consistency and impact.
- Act as an escalation point for complex data success and support challenges.
- Champion first principles problem-solving and inspire critical, strategic thinking across your team.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
51-100 employees
