Customer Success & Support Lead

Job description

The Role: We’re looking for a Customer Success & Support Lead to help own the customer experience across customer success, support, and escalations. This is a hands-on role for someone who is equally comfortable building strong customer relationships, coordinating across internal teams, and digging into technical issues when something goes wrong. You’ll be a trusted partner to our customers while also helping our team understand what customers are experiencing, where problems are coming from, and how we can improve. You won’t be expected to be a software engineer, but you should be technically curious and comfortable investigating issues beyond the surface level. You should be able to reproduce problems and ask the right technical questions, and work effectively with engineering to identify root causes. We’re looking for someone who is calm under pressure, strong with people, highly accountable, and willing to jump in wherever needed to make customers successful. Responsibilities: Own customer relationships. Build trusted relationships with customers, understand their goals, and help them get meaningful value from the product. Drive customer success. Proactively identify risks, adoption challenges, and opportunities to help customers use the product more effectively. Support customers hands-on. Help respond to customer questions and issues, particularly when they require more context, coordination, or investigation. Lead escalations. Take ownership of high-priority or sensitive customer issues, keep customers informed, coordinate internal teams, and drive issues through resolution. Investigate technical issues. Reproduce problems, gather relevant information, inspect system behavior, and help narrow down root causes before or alongside engineering involvement. Translate between customers and engineering. Turn customer-reported problems into clear, actionable technical context and explain technical issues back to customers in an understandable way. Coordinate across teams. Work closely with engineering, product, sales, and other customer-facing teams to make sure customer needs are understood and addressed. Identify patterns. Look across support tickets, escalations, and customer conversations to identify recurring issues, product gaps, or opportunities for improvement. Improve customer operations. Help build better processes for support, escalation management, onboarding, communication, documentation, and customer follow-up. Advocate for customers. Bring customer feedback into product and engineering discussions while balancing individual requests with broader product priorities. Create clarity during incidents. Communicate clearly and consistently when issues arise, setting expectations with both customers and internal stakeholders. Help scale the function. Establish best practices and help raise the bar for how we support, communicate with, and retain customers. Requirements: 6+ years of experience in customer success, technical account management, customer support, solutions engineering, implementation, or a related customer-facing role. Experience working in a B2B SaaS or technology environment. Bonus: experience working with Healthcare SaaS. A strong track record of building trusted relationships with customers. Excellent written and verbal English communication skills. Strong interpersonal skills and the ability to work effectively with a wide range of personalities, from end users to executives to engineers. Experience managing customer escalations and high-pressure situations with empathy, urgency, and good judgment. Ability to take ownership of ambiguous problems and drive them to resolution. Strong technical curiosity and comfort troubleshooting software issues. Ability to understand concepts such as APIs, integrations, authentication, application logs, data flows, and basic system architecture. Experience reproducing customer issues and gathering enough technical context to help engineering diagnose a problem. Ability to distinguish between symptoms and underlying root causes rather than simply forwarding issues to engineering. Strong organizational skills and the ability to manage multiple customers, issues, and priorities simultaneously. Good judgment around when to solve an issue directly, when to escalate, and how to communicate throughout the process. A collaborative mindset and a willingness to jump in wherever the customer experience needs help. Technical Comfort: You do not need to be a software engineer, but you should be comfortable getting technical. That might include: Helping debug and configure application settings to help a user. Helping debug and configure computer-level settings to help a user (e.g. microphone settings). Reading basic event logs or error messages. Investigating integrations and data flows between systems. Running basic queries in analytics tools when appropriate. Reproducing bugs and documenting clear reproduction steps. Understanding enough about our architecture to know where a problem may be occurring. Partnering closely with engineers during debugging and incident response. Bonus: Using browser developer tools to understand an issue. The goal is not for you to fix every technical problem yourself. The goal is for you to meaningfully investigate issues, improve the quality of escalations, and help customers get to answers faster