Senior Manager, Customer Success Engineering

Who We Are

Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to get more revenue per rep. Mindtickle is recognized as a market leader by top industry analysts and is ranked by G2 as the #1 sales onboarding and training product. We're honoured to be recognized as a Leader in the first-ever Forrester Wave™ : Revenue Enablement Platforms, Q3 2024!

Job Brief

Mindtickle is looking for a passionate and forward-thinking Senior Manager / Head of Support to lead our next chapter of customer excellence. This role demands a leader who can balance vision and execution, empathy and scale, and who believes that support is not just a function or cost center but a strategic advantage, a differentiator.

In this role, you will shape the strategy, structure, and culture of our Support function, anchored in customer trust, technical depth, and operational rigour. You will lead with a customer-obsessed mindset, inspire a team of support engineers and managers, and bring a strong enterprise lens to deliver exceptional service to some of the world's most respected enterprises.

As the voice of the customer and a strategic partner to Product, Engineering, and Success teams, you will ensure that every interaction reflects a sense of urgency, empathy, and excellence. You will be trusted to shape the experience of some of the most demanding and strategic global enterprise customers and play a critical role in defining how support is perceived across the company as a strategic enabler.

If you are ready to lead with heart, act with urgency, and engineer with purpose, we want to hear from you.

What's in it for you

• Lead a high-performing support team to delight global customers, providing superior customer experience with customer trust as the guiding principle.
• Champion a customer-first culture grounded in trust, empathy, and responsiveness to foster technical partnership and drive an enterprise mindset to customer success.
• Elevate the role of the engineer within customer support - ensuring deep product knowledge, solid troubleshooting skills, and proactive ownership.
• Demonstrate success in reimagining support operations using AI or AI-based quality scoring. Not just adopting tools, but redefining workflows with them. Continuously keep the support org future-ready by staying ahead of AI-driven support trends and tooling.
• Lead from the front during high-severity escalations and complex technical issues, ensuring clarity and customer confidence.
• Leverage automation and AI (Integrate AI copilots, chatbots) to improve resolution times, customer satisfaction, and team productivity.
• Data-driven decision making : Leverage data and customer insights to guide strategic decisions; establish robust dashboards and analytics workflows that surface patterns, trends, and signals to proactively improve customer experience, team performance, and operational efficiency.
• Build and maintain real-time dashboards for key metrics : CSAT, SLA adherence, resolution time, ticket deflection, etc.
• Partner cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes.
• Champion the voice of the customer internally and close the loop with actionable feedback.
• Promote knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution.
• Drive continuous upskilling through training and career development programs.
• Recruit, retain, and develop top-tier support talent with deep technical acumen and service excellence.
• Instill a culture of accountability, collaboration, and continuous improvement within the support org.
• Encourage a culture of innovation, experimentation, and adaptability to new workflows and systems.

We'd love to hear from you, if you :

Our culture & accolades

As an organization, it's our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.

Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.

Mindtickle is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Skills Required

Salesforce, Oauth, Odata, Apis, Saml, 3rd party integrations , authentication protocols , Itil, Sso, Aws