Manager, Customer Success Engineering

Confidential; Pune District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Confidential is seeking an experienced Manager, Customer Success Engineering to lead a global team delivering enterprise-grade technical support for B2B SaaS customers. You will drive operational excellence, build scalable support operations, and push AI-enabled processes for proactive customer engagement.

You will mentor engineers, partner with Product, Engineering, and Professional Services, and own incident management and customer outcomes.

Qualifications

• 8–10 years of experience in Technical Support, Customer Success Engineering, or similar customer-facing technical role in B2B SaaS/enterprise software.
• At least 1 year of people management leading technical support or customer engineering teams.
• Strong customer focus with ability to translate challenges into technical solutions.
• Experience supporting enterprise customers with security, compliance, and large-scale operations.
• Strong analytical and problem-solving skills with a structured troubleshooting approach.
• Solid understanding of modern SaaS platforms, cloud infrastructure (AWS or similar), APIs, webhooks, authentication protocols (OAuth, SAML, SSO), integrations, and enterprise applications.
• Experience using AI tools or automation to improve support operations and outcomes.
• Proven ability to manage high-priority incidents, technical escalations, and cross-functional communication.
• Experience working with globally distributed customers and teams across multiple time zones.
• Familiarity with CRM, support, reporting, and analytics tools (Salesforce, Freshworks, or similar).
• Knowledge of IT service management practices (ITIL or equivalent) and modern support operations is an advantage.
• Willingness to work rotational shifts to support global customers.

Responsibilities

• Lead and mentor a team of Customer Success Engineers supporting global enterprise customers.
• Foster a customer-first culture built on trust, ownership, empathy, and technical excellence.
• Ensure the team develops deep product expertise and strong troubleshooting capabilities.
• Drive the adoption of AI and automation to improve support efficiency and customer experience.
• Stay current with emerging AI technologies and incorporate best practices into support operations.
• Lead critical customer escalations and high-severity incidents with timely communication and resolution.
• Improve operational efficiency through automation, AI copilots, chatbots, and workflow optimization.
• Use data and customer insights to drive decision-making and identify opportunities for continuous improvement.
• Build and maintain dashboards to track CSAT, SLA adherence, resolution time, ticket volume, and productivity.
• Collaborate with Product, Engineering, Customer Success, and Professional Services to resolve root causes and improve product experience.
• Represent the voice of the customer by providing actionable feedback to internal stakeholders.
• Promote knowledge sharing through documentation, postmortems, and internal enablement initiatives.
• Support ongoing learning and career development within the team.
• Recruit, coach, and retain high-performing technical support professionals.
• Build a culture of accountability, collaboration, innovation, and continuous improvement.

Skills

Leadership

People management

Customer focus

Technical troubleshooting

Cross-functional collaboration

Tools

Salesforce

Freshworks

AWS

APIs

Webhooks

OAuth

SAML

SSO

Job description

We are looking for an experienced and customer-focused Manager, Customer Success Engineering to lead a team of Customer Success Engineers and deliver exceptional technical support for enterprise customers.

In this role, you will be responsible for building a high-performing team, driving operational excellence, and creating a proactive, AI-enabled customer support experience. You will lead technical escalations, improve support processes, and partner closely with cross-functional teams to continuously enhance customer outcomes.

This is an opportunity for someone who enjoys solving complex technical problems, leading people, and building scalable support operations in a fast-paced B2B SaaS environment.

• Lead and mentor a team of Customer Success Engineers supporting global enterprise customers.
• Foster a customer-first culture built on trust, ownership, empathy, and technical excellence.
• Ensure the team develops deep product expertise and strong troubleshooting capabilities.
• Drive the adoption of AI and automation to improve support efficiency and customer experience.
• Stay current with emerging AI technologies and incorporate best practices into support operations.
• Lead critical customer escalations and high-severity incidents while ensuring timely communication and resolution.
• Improve operational efficiency through automation, AI copilots, chatbots, and workflow optimization.
• Use data and customer insights to drive decision-making and identify opportunities for continuous improvement.
• Build and maintain dashboards to track key support metrics such as CSAT, SLA adherence, resolution time, ticket volume, and productivity.
• Collaborate with Product, Engineering, Customer Success, and Professional Services teams to resolve root causes and improve the product experience.
• Represent the voice of the customer by providing actionable feedback to internal stakeholders.
• Promote knowledge sharing through documentation, postmortems, and internal enablement initiatives.
• Support ongoing learning and career development within the team.
• Recruit, coach, and retain high-performing technical support professionals.
• Build a culture of accountability, collaboration, innovation, and continuous improvement.

We're Looking For:

• 8–10 years of experience in Technical Support, Customer Success Engineering, or a similar customer-facing technical role within a B2B SaaS or enterprise software environment.
• At least 1 year of people management experience leading technical support or customer engineering teams.
• Strong customer focus with the ability to understand customer challenges and translate them into effective technical solutions.
• Experience supporting enterprise customers with an understanding of security, compliance, and large-scale operational requirements.
• Strong analytical and problem-solving skills with a structured approach to troubleshooting.
• Solid understanding of modern SaaS platforms, cloud infrastructure (AWS or similar), APIs, webhooks, authentication protocols (OAuth, SAML, SSO), integrations, and enterprise applications.
• Experience using AI tools or automation to improve support operations and customer outcomes.
• Proven ability to manage high-priority incidents, technical escalations, and cross-functional stakeholder communication.
• Experience working with globally distributed customers and teams across multiple time zones.
• Familiarity with CRM, support, reporting, and analytics tools (such as Salesforce, Freshworks, or similar platforms).
• Knowledge of IT service management practices (ITIL or equivalent) and modern support operations is an advantage.
• Willingness to work rotational shifts to support global customers.

Why Consider This Opportunity

• Lead a high-impact customer engineering function supporting enterprise customers.
• Work with modern cloud technologies, AI-driven support practices, and scalable SaaS platforms.
• Collaborate with cross-functional teams in a fast-paced, technology-driven environment.
• Play a key role in shaping customer experience, operational excellence, and team growth.