Director, Customer Success Engineering

DataRobot is a company that delivers AI solutions to maximize impact and minimize business risk. They are seeking a Director of Customer Success Engineering to lead a team of Technical Success Managers, ensuring the successful adoption and expansion of GenAI applications across enterprise customers while driving customer value realization through cross-functional partnerships.

Responsibilities:

• Lead & Develop the TSM Team: Manage, coach, and grow a team of Technical Success Managers (levels I–III) across regions and accounts; establish clear expectations, skill development plans, and a high-performance culture
• Ensure Scalable Technical Impact: Drive consistency in delivery of technical enablement, adoption planning, and use case value realization across all customer engagements
• Customer Outcomes & Success Plans: Guide the team in building and executing success plans that deliver measurable business value, increase application consumption, and mitigate risk
• Operational Excellence: Implement and improve processes, metrics, playbooks, and tooling to ensure efficient team operations and consistent customer experiences
• Cross-Functional Leadership: Partner with Engagement Directors, Account Managers, and ProServ to align on customer strategy, expand usage, and support renewals and upsells
• Technical & Strategic Advocacy: Represent customer needs and technical feedback to Product and Engineering, influencing roadmap prioritization and closing adoption gaps
• KPI Management & Reporting: Track and report on key success metrics including app consumption rates, CSAT for technical enablement, team utilization, and customer health
• Drive Organizational Learning: Capture best practices, customer insights, and success stories to inform broader go-to-market strategy and knowledge-sharing across teams

Requirements:

• 10+ years in post-sales technical roles (e.g., Technical CSM, Solutions Consultant, Customer Success Engineering), including 3+ years managing teams
• Experience in SaaS, AI/ML platforms, or enterprise software environments
• Bachelor's degree in a technical, business, or related field; advanced degree preferred
• Deep understanding of GenAI or AI/ML platforms, post-sales solution delivery, and customer lifecycle value realization
• Strong people leadership skills with experience managing and scaling technical customer-facing teams
• Ability to translate complex technical concepts into clear business value for executive and practitioner audiences
• Excellent stakeholder management and communication skills across technical, business, and executive stakeholders
• Data-driven mindset with the ability to interpret product usage trends and customer signals to drive action