Director of Support and Customer Success

Lead customer support strategy and day-to-day service delivery, defining SLAs, escalation paths, and customer workflows. Collaborate with Product and Engineering on bug triage, using customer insights to inform product roadmap decisions. Scale support operations through automation, systems integration, and quality assurance programs. Develop and implement customer onboarding programs for product-led growth customers. Design and execute proactive retention strategies to improve customer health scores. Drive net revenue retention improvement across all customer segments. Enhance customer health scoring systems. Manage and develop support managers and individual contributors. Partner with the Growth Team on conversion optimization strategies. Curate knowledge management systems and self-service capabilities. Lead initiatives to improve customer experience across the entire customer journey.