WHO WE ARE Mindtickle is the leading AI-powered revenue enablement platform, helping sales teams learn faster, practice smarter, and perform at their best. We bring together onboarding, training, coaching, content, digital sales rooms, conversation intelligence, and AI role-plays into one platform so revenue teams have everything they need to build winning sellers. Global companies, like Fortune 500 organizations, trust Mindtickle to support their revenue teams. Customers and industry analysts have also recognized us. G2 has ranked us the #1 Sales Training & Onboarding platform for 28 consecutive quarters, and Forrester has recognized Mindtickle as a Leader in revenue enablement. Mindtickle was also recognized as AI-Based Sales Solution of the Year by the 2025 AI Breakthrough Awards and has received Stevie Awards for Technology Innovation and Customer Support Excellence. At Mindtickle, we're helping companies create high-performing revenue teams, and we're looking for people who want to help shape what's next. JOB BRIEF Mindtickle is looking for a passionate and results-driven Manager to lead a team of front-line Customer Success Engineers and deliver a high-quality, AI-enabled customer experience at scale. You will define and drive strategies that consistently delight customers - built on a foundation of trust, technical expertise, and strong operational discipline. You will operate with a customer-first mindset, inspire your team to deliver excellence, and bring a strong enterprise lens to support some of the world’s most respected organizations. This role requires a technically strong leader who can balance customer empathy, deep system understanding, and operational rigor, while driving a shift towards proactive, AI-native customer engineering. You will partner closely with Engineering, Product, Services and Customer Success teams to ensure timely issue resolution and establish strong feedback loops that drive continuous product and experience improvements. If you thrive in a fast-paced environment, enjoy solving complex problems, and lead with ownership and accountability, we would love to hear from you. Role Expectations: * Lead a high-performing support team to delight global customers, providing a 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. * Play a key role in driving AI adoption and building AI-first capabilities within the support organization to enhance efficiency and customer outcomes. * 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 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. Requirements * 8-10 years of experience in technical support, customer success; 1+ year in managers in a B2B SaaS setup or an Enterprise organization. * Customer-Centric: Deep empathy for customer pain points, with the ability to translate that into business value and technical solutions. * Enterprise Customer Experience: Proven experience building and leading support teams for global enterprise customers, with a deep understanding of their security, compliance, and operational expectations. * Structured problem solver who breaks down complex challenges into logical, actionable components. * Strong technical Depth: Deep understanding of modern SaaS architecture, cloud-native infrastructure (AWS), APIs and webhook frameworks, SSO and authentication protocols (OAuth, SAML), 3rd Party Integrations, enterprise data platforms, and analytics ecosystems. Able to engage confidently with Engineering and Product teams in root cause investigations, and platform escalations. * Demonstrated ability to drive AI adoption and leverage AI tools to improve support efficiency and customer outcomes. * Proven ability to lead through high-severity incidents, platform outages, or enterprise escalations, showing calmness under pressure and excellence in stakeholder management. * Global and Cultural Fluency: Experience working across regions and time zones with a sensitivity to global customer expectations, language nuances, and cultural alignment. * Operational Excellence: Experience with tools like Salesforce, Freshworks, OData, Reporting/BI Tools. Familiarity with ITIL, CS Ops frameworks, and AI-based support models is a plus; experience in scaling metrics, dashboards, and support processes. * Willingness to work in rotational shifts to support global customers, ensuring consistent, high-quality coverage. OUR CULTURE & VALUES We hire builders, people who move fast, learn from failure, and use AI as a default part of how they work. Our values- Delight Your Customers, Act as a Founder, and Better Together- aren't wall decor. They're how we make decisions here. Growth at Mindtickle looks like owning more, not just doing more. Your scope will outgrow your job title if you want it to. You'll work alongside people who've scaled revenue tech globally, get direct feedback from leaders invested in your development, and take on challenges before you feel ready because that's how the best growth happens. Our team spans 5+ countries, backgrounds, and perspectives. We believe the best products are built by people who bring different ways of seeing the same problem - and everyone has a seat at that table. We hire for potential. Apply even if your experience doesn't match every requirement; your skills, perspective, and drive matter here. At Mindtickle, you can be yourself, build your career, and do the best work of your life alongside people who genuinely want to see you succeed. We believe the best products are built by teams with different backgrounds, experiences, and ways of seeing the world. We welcome every unique identity, and we mean that. 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.

Manager, Customer Success Engineering

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