Manager, CSE (Customer Support)- SAAS

Who we are
 
Mindtickle is the leading AI-powered revenue enablement platform that combines on-the-job learning and deal execution to drive behavior change and 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.
 
Our commitment to innovation has also earned us the "AI-based Sales Solution of the Year" award in the 8th annual AI Breakthrough Awards program (PR Newswire), and a Gold Stevie Award for Sales and Customer Service (Mindtickle)- recognition of our dedication to both product excellence and outstanding customer support.

About us 
Mindtickle provides a comprehensive, data-driven solution for sales readiness and enablement that fuels revenue growth and brand value for dozens of Fortune 500 and Global 2000 companies and hundreds of the world’s most recognized companies across technology, life sciences, financial services, manufacturing, and service sectors. 
With purpose-built applications, proven methodologies, and best practices designed to drive effective sales onboarding and ongoing readiness, mindtickle enables company leaders and sellers to continually assess, diagnose and develop the knowledge, skills, and behaviors required to engage customers and drive growth effectively. We are funded by great investors, like Softbank, Canaan Partners, NEA, Accel Partners, and others. 
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 Custo