Senior Manager, Customer Success Engineering at MindTickle

Pune, Maharashtra, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Revenue EnablementIndustries

Requirements

12-15 years of experience in technical support or customer success
2+ years in senior leadership managing managers in a B2B SaaS setup or Enterprise organization

Responsibilities

Shape the strategy, structure, and culture of the Support function, anchored in customer trust, technical depth, and operational rigour
Lead and inspire a team of support engineers and managers with a customer-obsessed mindset
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 by ensuring deep product knowledge, solid troubleshooting skills, and proactive ownership
Demonstrate success in reimagining support operations using AI or AI-based quality scoring, redefining workflows, and 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 (e.g., integrate AI copilots, chatbots) to improve resolution times, customer satisfaction, and team productivity
Drive data-driven decision making by leveraging data and customer insights; establish robust dashboards and analytics workflows for key metrics like CSAT, SLA adherence, resolution time, ticket deflection, etc
Partner cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes
Champion the voice of the customer internally and close the loop with actionable feedback
Promote knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution
Drive continuous upskilling through training and career development programs
Recruit, retain, and develop top-tier support talent with deep technical acumen and service excellence
Instill a culture of accountability, collaboration, continuous improvement, innovation, experimentation, and adaptability within the support organization

Skills

Key technologies and capabilities for this role

Customer SuccessSupport EngineeringTeam LeadershipEnterprise SupportCustomer ExperienceTechnical SupportStrategic PlanningOperational Excellence

Questions & Answers

Common questions about this position

What benefits or perks are offered for this role?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What key skills and experiences are required for this Senior Manager role?

The role requires a customer-obsessed mindset, leadership to inspire support engineers and managers, deep product knowledge, solid troubleshooting skills, experience reimagining support operations using AI, data-driven decision making, and leading during high-severity escalations.

What is the company culture like for this support leadership role?

The culture emphasizes customer trust, empathy, responsiveness, technical depth, operational rigour, and viewing support as a strategic advantage with a customer-first approach.

What makes a strong candidate for this Senior Manager position?

A strong candidate is passionate, forward-thinking, balances vision and execution with empathy and scale, has an enterprise lens, experience with AI-driven support innovations, and can lead with heart, urgency, and purpose.

MindTickle

Sales readiness and enablement platform

About MindTickle

MindTickle provides sales readiness and enablement solutions through a platform that focuses on training sales teams using micro-learning, social interactions, and gamified methods. The platform delivers small, digestible learning content that engages users and enhances their training experience. MindTickle caters to a diverse range of clients, from small businesses to large enterprises, particularly in customer-centric industries like MedTech and technology. Unlike many competitors, MindTickle offers a subscription-based software as a service (SaaS) model, allowing clients to access their tools based on user needs and service levels. Key features of the platform include virtual coaching tools, data-driven insights, and readiness assessments, all aimed at improving sales skills and customer interactions. The company's goal is to continuously enhance sales capabilities and ensure teams are well-prepared to deliver exceptional customer experiences.

San Francisco, CaliforniaHeadquarters

2012Year Founded

$273.6MTotal Funding

SERIES_ECompany Stage

Data & Analytics, Enterprise Software, EducationIndustries

501-1,000Employees

Risks

Economic uncertainty may lead to reduced budgets for sales readiness solutions.

Rapid AI advancements require continuous innovation to maintain competitive edge.

Integration challenges from acquiring Enable Us could disrupt service delivery.

Differentiation

MindTickle offers a unique blend of gamified and data-driven sales training.

The platform integrates virtual coaching and readiness assessments for comprehensive sales enablement.

MindTickle's SaaS model allows flexible, scalable solutions for diverse business needs.

Upsides

Recognition as a leader in revenue enablement boosts MindTickle's market credibility.

Generative AI Copilot enhances sales training, aligning with current AI trends.

74% customer growth and 233% ARR increase highlight strong market demand.

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