The Director of Customer Success will lead the customer success department to drive retention, growth, and product adoption while championing the voice of the customer. This role involves managing a team, defining lifecycle processes, and collaborating cross-functionally to ensure high-impact client relationships.
Oversee daily Tier 1 customer support and Tier 2 product health operations, including case queues, workload distribution, SLA performance, prioritization, and escalations. Coach team members, uphold customer communication and process standards, and report operational risks, trends, and training needs to the Customer Health Manager.
The Product Owner translates prioritized product initiatives into functional requirements and user stories to enable efficient engineering delivery. They manage the product backlog, facilitate refinement sessions, and act as the operational bridge between product strategy and development teams.
The Principal DevOps Architect will design and manage the global cloud platform architecture, setting standards for infrastructure as code and AI tooling. They will also lead reliability initiatives, ensure HIPAA and SOC 2 compliance, and mentor engineering teams through hands-on technical leadership.
The Customer Escalation Lead manages high-impact customer escalations and serves as the primary advocate for strategic accounts. This role coordinates cross-functional teams to resolve complex issues while proactively identifying risks and strengthening executive relationships.
The Customer Support Specialist serves as the primary point of contact for inbound support requests, managing ticket triage and resolution within defined SLAs. They are also responsible for conducting customer training, maintaining accurate documentation in Salesforce, and ensuring compliance with HIPAA regulations.
