Manager – Customer Success Engineer Level 1

Who we are

Mindtickle is the market-leading revenue productivity platform that combines on-the-job learning and deal execution to 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. We’re honoured to be recognized as a Leader in the first-ever Forrester Wave™: Revenue Enablement Platforms, Q3 2024!

Job Snapshot

We are looking for an experienced and strategic leader to manage our Customer Success Engineer (CSE) Level 1 team. This role demands a balance of strong technical acumen, customer-centricity, and people leadership to ensure exceptional support delivery, team development, and customer satisfaction. As a Manager, you will be instrumental in fostering a culture of excellence, driving operational efficiency, and enhancing the overall customer experience.

What’s in it for you?

• Lead, mentor, and manage a team of Level 1 Customer Success Engineers to achieve individual and team performance goals.
• Conduct regular coaching sessions and performance reviews to support team members’ professional growth and ensure Lead, mentor, and manage a team of Level 1 Customer Success Engineers to achieve individual and team performance goals.
• Conduct regular coaching sessions and performance reviews to support team members’ professional growth and ensure accountability.
• Promote a culture of ownership, collaboration, and continuous learning within the team..
• Serve as an escalation point for complex or high-impact customer issues, ensuring timely and effective resolution
• Collaborate with Customer Success Managers, Technical Account Managers, and Product Teams to align technical support with customer success objectives.
• Build strong relationships with customers, acting as a trusted advisor and advocate for their needs..
• Monitor and manage key metrics such as SLA adherence, customer satisfaction scores (CSAT), and first response times to exceed benchmarks.
• Develop, implement, and optimize support workflows to enhance operational efficiency.
• Proactively identify trends and areas of improvement, using data-driven insights to recommend and execute process changes.
• Ensure the team has a deep understanding of the company’s SaaS products, integrations, and use cases.
• Provide hands-on technical guidance to team members, particularly for escalated or challenging cases.
• Collaborate with the Product and Documentation teams to stay updated on new features, changes, and best practices.
• Generate and present regular reports on team performance, customer feedback, and operational improvements.
• Communicate updates, challenges, and successes with leadership and other key stakeholders.
• Advocate for customers by providing actionable feedback to internal teams for product improvements.

We’d love to hear from you, if you

• Experience: 8+ years of experience in technical support, customer success, or related domains, with at least 3 years in a leadership role.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Strong understanding of SaaS platforms, CRM systems, and integrations (e.g., APIs, SSO, analytics tools).
• Proven leadership skills, with the ability to inspire, develop, and manage a high-performing team.
• Exceptional problem-solving and decision-making capabilities, particularly under pressure.
• Strong verbal and written communication skills, with the ability to simplify complex concepts for diverse audiences.
• Customer-Centricity: Demonstrated ability to foster strong customer relationships and deliver value-driven solutions.
• Familiarity with tools like Salesforce, OData, or Tableau.
• Experience working with ITIL or other process improvement frameworks.
• Certifications in leadership, customer success, or technical support are a plus.

Our culture & accolades

As an organization, it’s our priority to create a highly engaging and rewarding workplace. We offer tons of awesome perks and many opportunities for growth.

Our culture reflects our employee's globally diverse backgrounds along with our commitment to our customers, and each other, and a passion for excellence. We live up to our values, DAB, Delight your customers, Act as a Founder, and Better Together.

Mindtickle is proud to be an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with applicable laws, all persons hired will be required to verify identity and eligibility to work in the respective work locations and to complete the required employment eligibility verification document form upon hire.