Director, Customer Support
$180,000–$230,000 year
On-siteRedwood City, California, United States
Job Summary
Lead the growing global C3 AI Customer Support team, refining process requirements and best practices for new enterprise AI products. Measure success criteria, implement necessary changes, and deliver regular product upgrades, monitoring, diagnostics, and bug fixes. Manage a daily cross-organizational leadership meeting to drive resolution of urgent issues hindering customer success. Collaborate with Products, Engineering, and Services leaders to refine support processes based on key metrics while recruiting and retaining exceptional talent to achieve growth and satisfaction objectives. Report to the Director level in Redwood City, California, with a competitive salary range of $180,000–$230,000 USD.
Required Qualifications
- Bachelor's degree required from a 4-year university, with a focus on science, technology, engineering, math, or equivalent
- At least 6 years of leadership in customer support at a company focused on enterprise applications, Software as a Service (SaaS), or Platform as a Service (PaaS)
- Demonstrated success defining and implementing customer support best practices for enterprise, SaaS, or PaaS products
- Experience writing logical, detailed, and complete product support requirements
- Able to develop and effectively communicate a support strategy and roadmap
- Candidates must be authorized to work in the United States without the need for current or future company sponsorship
Desired Qualifications
- Graduate degree preferred
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