Company Description

Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.

We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world’s leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.

Job Description

We’re looking for a dynamic and empathetic Support Manager to join our team in Singapore. In this pivotal role, you’ll serve as a trusted leader and primary point of contact for our clients, ensuring exceptional service delivery, rapid issue resolution, and consistent achievement of service level agreements. You’ll combine your technical expertise with strong interpersonal skills to drive customer satisfaction while managing a collaborative support environment. This position operates under a hybrid work model, requiring two days per week in the office.

• Serve as the primary client contact for all support matters, leading regular performance reviews and fostering strong relationships to ensure high satisfaction and SLA adherence
• Manage end-to-end incident and issue resolution, coordinating with internal teams to drive rapid escalation and closure of critical issues while maintaining transparency throughout the process
• Demonstrate assertive leadership during complex problem-solving scenarios, balancing client needs with organizational capabilities
• Maintain audit and compliance integrity through regular housekeeping activities, meticulous documentation, and compliance reporting
• Support on-call operations and act as Manager in charge during critical incidents, providing expert guidance and ensuring 24⁄7 system availability
• Analyze support trends and customer feedback to identify opportunities for process improvement and service optimization
• Coordinate with vendors and third-party partners to resolve complex technical issues and enhance service delivery
• Develop and maintain comprehensive documentation and knowledge management resources to support team efficiency and client self-service

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent professional experience)
• Proven experience managing client accounts or leading client-facing support teams
• Demonstrated expertise in team management and staff supervision with a focus on performance development
• Excellent communication and problem-solving skills with the ability to explain complex technical concepts clearly
• Strong leadership and prioritization skills, with the ability to remain decisive under time-sensitive conditions
• Strong organizational skills with meticulous attention to audit and compliance procedures
• Proficiency in Microsoft Office Suite; intermediate MS Excel skills for reporting and analysis
• Proficiency in SQL for data queries and access validation
• Familiarity with JIRA and Confluence for issue tracking and documentation
• Knowledge of incident management and escalation procedures
• Willingness to work in a hybrid setup (2 days in-office per week)
• Ability to work during holidays on a rotational basis
• Strong knowledge of the banking industry, including financial products, processes, and terminology

Preferred Qualifications:

• Avaloq Certification
• Software development experience or technical background
• Knowledge about Stock Exchange, Settlements, Corporate Actions and/or Transaction Reporting
• ITIL certification or equivalent service management credential
• Training and mentoring experience with a track record of developing high-performing teams
• Vendor and third-party coordination experience

Additional Information

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.

In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.

We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.

#LI-Hybrid

Manager of Support ServicesHarris Recording SolutionsView All Locations Time Type: Full Time Harris Recording Solutions (HRS), a leading provider of software solutions for county government and official records organizations, is seeking a Manager of Support Services to lead the day-to-day operations of our Support Services team and ensure we consistently deliver exceptional service to our customers.

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives...

We’re hiring a Director of Customer Experience (SaaS)

🗓️ Full-time | Permanent

📍 Location: Melbourne

🏡 Hybrid working: 2 days in office, 3 days WFH

💰 Competitive salary package + company stock (RSUs)

👋 Meet AlayaCare!

We’re a fast-growing SaaS scale-up on a mission to transform aged and disability care across Australia, Canada, the US and beyond.

Our platform helps care providers deliver exceptional service in homes, communities, and residential settings.

We’re big on Tech with Purpose and passionate about improving lives while building strong software, strong teams and better outcomes for customers.

The Role

We’re looking for an experienced customer experience leader who brings strategic clarity, calm leadership and a bias for action to the table.

Reporting to the VP Customer Operations, you’ll lead our Support team across four functional streams in ANZ. This is a pivotal role for someone who can balance the big picture with hands-on leadership: stabilising the team, increasing engagement, developing junior managers, and stepping in to own critical customer escalations when it matters most.

You’ll also set the future Support strategy and transformation roadmap, including how we responsibly adopt AI, automation and self-service to support more customers without simply adding headcount. This is not a BAU leadership role - you’ll help define the future operating model for a growing global SaaS business.

Your days will involve:

• Leading, coaching and motivating a Support team across four functional streams, creating clarity around priorities, operating rhythms, accountability and team health.
• Setting the future Support strategy and transformation roadmap, translating AI and automation opportunities into practical improvements to the operating model, customer journey and employee experience.
• Stabilising the team, increasing engagement and strengthening retention through clear expectations, consistent communication and thoughtful change leadership.
• Managing, coaching and mentoring junior managers, building leadership capability and supporting their growth.
• Owning customer escalations through to resolution, building trusted stakeholder relationships and communicating clearly during high-severity or critical incidents.
• Driving performance against customer and operational outcomes including SLA adherence, CSAT, resolution times and wait times.
• Evolving policies, processes and service design to reduce friction, increase agent autonomy and create a more proactive customer experience.
• Using quantitative and qualitative data to identify customer trends, prioritiseimprovements and measure the impact of change.
• Partnering with Customer Success, Product, Engineering and other global stakeholders to deliver sustainable outcomes for customers and the Support team.

You’ll thrive in this role if you:

• Bring 7+ years’ experience leading customer-facing teams in a SaaS business, including at least 2 years’ experience in a Director-level role.
• Have a proven track record of leading a Support organisation across multiple functional streams while meeting and exceeding SLAs.
• Have managed, coached and mentored junior managers and high-caliber teams.
• Have experience stabilising teams, increasing engagement and improving retention in a changing environment.
• Can set strategy and lead transformation initiatives involving AI, automation, self-service or other technology-enabled changes to customer support.
• Are comfortable owning complex customer escalations and influencing stakeholders to achieve timely, sustainable resolutions.
• Are an excellent communicator who can build trust, give clear feedback and navigate challenging conversations with customers and team members.
• Use data and sound judgement to make decisions, prioritise competing demands and connect day-to-day execution to broader business outcomes.
• Are willing to roll up your sleeves during critical incidents while keeping a long-term, future-focused perspective.
• Have relevant tertiary qualifications in IT, Health, Business or a related field, or equivalent practical experience.

Bonus points if you:

• Have knowledge of the aged or disability care sector.
• Have previous experience with AlayaCare, Procura or a similar care technology product.
• Have experience leading teams across multiple regions or time zones.

We believe great work should be rewarded.

Here’s how we show our appreciation:

🏡 Choose your own 2 days/week in office, 3 days WFH

🚲 End-of-trip facilities in our brand new office located in Melbourne CBD

💰 Competitive salary + company stock (RSUs)

🧘 5 Wellness days per year

💳 $1,000/year flexible benefits package

👶 22 weeks company-paid parental leave

🧡 2 days company-paid volunteer leave to support causes you care about

🍕 Team lunches, events & wellness activities

🤝 A genuinely open, inclusive, and collaborative culture

💡 A chance to do purposeful work in the fast-paced tech sector, whilst making real impact in the care space

Belonging matters.

We’re committed to building an organisation that reflects the communities we serve. Diversity, equity, inclusion and accessibility aren’t just buzzwords here - they’re woven into everything we do.

Need adjustments to participate in the recruitment process?

We’ve got you. Just reach out to our HR team: people-anz@alayacare.com.

We do not accept unsolicited CVs from Recruitment Agencies.

Hi, I’m Loren, the Head of Strategic Customer Success here at Ashby. My team is dedicated to building deep, consultative partnerships within the Enterprise space. One of our operating principles...

At Vanta, our mission is to help businesses earn and prove trust.We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.

At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.

As the Sr. Manager, Commercial Customer Success, East Region you will lead a team of commercial Customer Success Managers to deliver successful onboarding, healthy adoption, advocacy and retention for our commercial customers in Vanta’s rapidly expanding customer base. You will develop a high performing team of CSMs who are customer value focused and results driven.

You will be responsible for influencing the design of our upmarket CS strategy, developing a repeatable methodology to guide our customers in using Vanta as the foundation of their modern GRC program. Partnering closely with Sales, Product and Account Management leaders to represent your team and customers will be key to success in this role. You will be at the forefront of delivering Vanta’s GRC value and a key leader in executing our upmarket strategy.

What you’ll do as a Sr. Manager, Commercial Customer Success at Vanta:

• Hire, mentor and develop a team of expert CSMs and a culture of customer centricity, high performance and accountability

• Influence strategy and design of the customer success methodology including implementation, adoption, customer value and risk management

• Define strategies and coach your team to achieve KPIs including revenue retention and customer health

• Through coaching your team, drive adoption of effective portfolio prioritization, success planning, risk management and expansion identification.

• Develop enablement programs that ensure your team members are experts in Vanta’s products, our space and CSM skills

• Partner closely with cross-functional teams including revenue operations, product, marketing, sales, recruiting and more

• Lead a team of individuals whose book sizes range from roughly 40-55 accounts

• Thrive in a fast paced startup environment and contribute to transformational change

How to be successful in this role:

• Proven track record of high performance in Customer Success or Account Management, with the ability to mentor peers and a readiness to transition into team leadership.

• A passion for team development including the ability to define onboarding and ongoing enablement programs that result in career growth for your team

• Experience managing Commercial customers with complex product requirements and multiple levels of stakeholders

• A proven track record of establishing executive level relationships, navigating issues and escalations and balancing the needs of both the customer and the business

• Strong critical thinking and clear communication skills

• Demonstrate a history of making decisions using frameworks and backed by data

• Thrive in a fast paced environment and can effectively lead teams through change

• Have deep curiosity of emerging technologies and an enthusiasm for cybersecurity

• A natural affinity for problem-solving, and an enthusiasm for making a large impact early on at a start-up

• Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact.

What you can expect as a Vanta’n:

• Industry-competitive salary and equity

• Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans

• 16 weeks paid Parental Leave for all new parents

• Health & wellness stipend

• Remote workspace, internet, and cellphone stipend

• Commuter benefits for team members who report to the SF and NYC office

• Family planning benefits

• Matching 401(k) contribution with immediate vesting

• Flexible PTO policy, plus 80 hours of Sick Time

• 11 company-paid holidays

• Virtual team building activities, lunch and learns, and other company-wide events!

• Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licenses/credentials.

#LI-remote

At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.

About Vanta

We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world’s leading Trust Management Platform, our vision remains unchanged.

Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way that’s real-time and transparent.

Referral Instructions

If you are being referred for the role, please contact that person to apply on your behalf.

At Vanta, our mission is to help businesses earn and prove trust.We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.

At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.

As the Sr. Manager, Commercial Customer Success, East Region you will lead a team of commercial Customer Success Managers to deliver successful onboarding, healthy adoption, advocacy and retention for our commercial customers in Vanta’s rapidly expanding customer base. You will develop a high performing team of CSMs who are customer value focused and results driven.

You will be responsible for influencing the design of our upmarket CS strategy, developing a repeatable methodology to guide our customers in using Vanta as the foundation of their modern GRC program. Partnering closely with Sales, Product and Account Management leaders to represent your team and customers will be key to success in this role. You will be at the forefront of delivering Vanta’s GRC value and a key leader in executing our upmarket strategy.

What you’ll do as a Sr. Manager, Commercial Customer Success at Vanta:

• Hire, mentor and develop a team of expert CSMs and a culture of customer centricity, high performance and accountability

• Influence strategy and design of the customer success methodology including implementation, adoption, customer value and risk management

• Define strategies and coach your team to achieve KPIs including revenue retention and customer health

• Through coaching your team, drive adoption of effective portfolio prioritization, success planning, risk management and expansion identification.

• Develop enablement programs that ensure your team members are experts in Vanta’s products, our space and CSM skills

• Partner closely with cross-functional teams including revenue operations, product, marketing, sales, recruiting and more

• Lead a team of individuals whose book sizes range from roughly 40-55 accounts

• Thrive in a fast paced startup environment and contribute to transformational change

How to be successful in this role:

• Proven track record of high performance in Customer Success or Account Management, with the ability to mentor peers and a readiness to transition into team leadership.

• A passion for team development including the ability to define onboarding and ongoing enablement programs that result in career growth for your team

• Experience managing Commercial customers with complex product requirements and multiple levels of stakeholders

• A proven track record of establishing executive level relationships, navigating issues and escalations and balancing the needs of both the customer and the business

• Strong critical thinking and clear communication skills

• Demonstrate a history of making decisions using frameworks and backed by data

• Thrive in a fast paced environment and can effectively lead teams through change

• Have deep curiosity of emerging technologies and an enthusiasm for cybersecurity

• A natural affinity for problem-solving, and an enthusiasm for making a large impact early on at a start-up

• Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact.

What you can expect as a Vanta’n:

• Industry-competitive salary and equity

• Comprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans

• 16 weeks paid Parental Leave for all new parents

• Health & wellness stipend

• Remote workspace, internet, and cellphone stipend

• Commuter benefits for team members who report to the SF and NYC office

• Family planning benefits

• Matching 401(k) contribution with immediate vesting

• Flexible PTO policy, plus 80 hours of Sick Time

• 11 company-paid holidays

• Virtual team building activities, lunch and learns, and other company-wide events!

• Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licenses/credentials.

#LI-remote

At Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.

About Vanta

We started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world’s leading Trust Management Platform, our vision remains unchanged.

Now more than ever, making security continuous—not just a point-in-time check— is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust— all in a way that’s real-time and transparent.

Referral Instructions

If you are being referred for the role, please contact that person to apply on your behalf.

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a “Best Workplace,” by Crain’s NY as a “Best Places to Work in NYC,” and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.

About the Role:

We’re looking for a leader for our Leader Enterprise Customer Success, North America to lead a team of Customer Success Managers responsible for our largest and most strategic enterprise accounts. You’ll own retention, expansion, and satisfaction for a portfolio of high-value customers, coach and develop a team of CSMs, and partner closely with Sales, Product, and Support to ensure enterprise customers realize measurable value from our platform.

What You’ll Do

• Own the North America Enterprise CSM teams end to end, including strategy, retention, expansion, and executive customer relationships for the segment.
• Manager and refine high touch customer success engagement including joint success planning, executive business reviews, health scoring, renewal playbooks, and escalation management.
• Champion an AI driven approach to maximizing CSM reach and impact
• Act as an executive sponsor on strategic accounts, building relationships with customer stakeholders at the VP/C-level.
• Own renewal forecasting
• Collaborate with Product and Engineering to advocate for enterprise customer needs and influence roadmap priorities.
• Identify at-risk accounts early and drive cross-functional action plans to resolve churn risk.
• Report on team performance, portfolio health, and key CS metrics to senior leadership.
• Hire, onboard, and ramp new CSMs as the team scales.
• Champion a customer-first culture across the organization.

Required Qualifications:

• 7+ years in Customer Success, Account Management, or related customer-facing role, with 2+ years managing a team.
• Proven track record owning retention and expansion targets for enterprise/strategic accounts (typically $100K+ ACV).
• Experience building or scaling CS processes and playbooks in a growing organization.
• Strong executive presence and experience navigating complex, multi-stakeholder enterprise relationships.
• Data-driven approach to managing a book of business, comfortable with forecasting, health scoring and CS/BI tooling (Gainsight, ChurnZero, Totango, or similar).
• Excellent coaching, communication, and cross-functional collaboration skills.
• Experience in SaaS, cybersecurity, or a related technical industry preferred.
• Bachelor’s degree or equivalent experience.

Preferred Qualifications:

• Experience with security, risk, or compliance products.
• Familiarity with tools like Salesforce, Gainsight, and Slack.
• Background in Sales or Solutions Engineering.

What Success Looks Like

• Team consistently meets or exceeds gross retention targets.
• CSMs are well-coached, engaged, and hitting individual development goals.
• Enterprise customers have clear, documented success plans and regular executive touchpoints.
• Churn risk is identified and mitigated proactively, not reactively.

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

The estimated total compensation range for this position is $200,000 - $220,000 (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies.  Please note that we do not provide immigration sponsorship for this position.   #LI-DNI

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a “Best Workplace,” by Crain’s NY as a “Best Places to Work in NYC,” and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.

About the Role:

We’re looking for a leader for our Leader Enterprise Customer Success, North America to lead a team of Customer Success Managers responsible for our largest and most strategic enterprise accounts. You’ll own retention, expansion, and satisfaction for a portfolio of high-value customers, coach and develop a team of CSMs, and partner closely with Sales, Product, and Support to ensure enterprise customers realize measurable value from our platform.

What You’ll Do

• Own the North America Enterprise CSM teams end to end, including strategy, retention, expansion, and executive customer relationships for the segment.
• Manager and refine high touch customer success engagement including joint success planning, executive business reviews, health scoring, renewal playbooks, and escalation management.
• Champion an AI driven approach to maximizing CSM reach and impact
• Act as an executive sponsor on strategic accounts, building relationships with customer stakeholders at the VP/C-level.
• Own renewal forecasting
• Collaborate with Product and Engineering to advocate for enterprise customer needs and influence roadmap priorities.
• Identify at-risk accounts early and drive cross-functional action plans to resolve churn risk.
• Report on team performance, portfolio health, and key CS metrics to senior leadership.
• Hire, onboard, and ramp new CSMs as the team scales.
• Champion a customer-first culture across the organization.

Required Qualifications:

• 7+ years in Customer Success, Account Management, or related customer-facing role, with 2+ years managing a team.
• Proven track record owning retention and expansion targets for enterprise/strategic accounts (typically $100K+ ACV).
• Experience building or scaling CS processes and playbooks in a growing organization.
• Strong executive presence and experience navigating complex, multi-stakeholder enterprise relationships.
• Data-driven approach to managing a book of business, comfortable with forecasting, health scoring and CS/BI tooling (Gainsight, ChurnZero, Totango, or similar).
• Excellent coaching, communication, and cross-functional collaboration skills.
• Experience in SaaS, cybersecurity, or a related technical industry preferred.
• Bachelor’s degree or equivalent experience.

Preferred Qualifications:

• Experience with security, risk, or compliance products.
• Familiarity with tools like Salesforce, Gainsight, and Slack.
• Background in Sales or Solutions Engineering.

What Success Looks Like

• Team consistently meets or exceeds gross retention targets.
• CSMs are well-coached, engaged, and hitting individual development goals.
• Enterprise customers have clear, documented success plans and regular executive touchpoints.
• Churn risk is identified and mitigated proactively, not reactively.

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

The estimated total compensation range for this position is $200,000 - $220,000 (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies.  Please note that we do not provide immigration sponsorship for this position.   #LI-DNI

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a “Best Workplace,” by Crain’s NY as a “Best Places to Work in NYC,” and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.

About the Role:

We’re looking for a leader for our Leader Enterprise Customer Success, North America to lead a team of Customer Success Managers responsible for our largest and most strategic enterprise accounts. You’ll own retention, expansion, and satisfaction for a portfolio of high-value customers, coach and develop a team of CSMs, and partner closely with Sales, Product, and Support to ensure enterprise customers realize measurable value from our platform.

What You’ll Do

• Own the North America Enterprise CSM teams end to end, including strategy, retention, expansion, and executive customer relationships for the segment.
• Manager and refine high touch customer success engagement including joint success planning, executive business reviews, health scoring, renewal playbooks, and escalation management.
• Champion an AI driven approach to maximizing CSM reach and impact
• Act as an executive sponsor on strategic accounts, building relationships with customer stakeholders at the VP/C-level.
• Own renewal forecasting
• Collaborate with Product and Engineering to advocate for enterprise customer needs and influence roadmap priorities.
• Identify at-risk accounts early and drive cross-functional action plans to resolve churn risk.
• Report on team performance, portfolio health, and key CS metrics to senior leadership.
• Hire, onboard, and ramp new CSMs as the team scales.
• Champion a customer-first culture across the organization.

Required Qualifications:

• 7+ years in Customer Success, Account Management, or related customer-facing role, with 2+ years managing a team.
• Proven track record owning retention and expansion targets for enterprise/strategic accounts (typically $100K+ ACV).
• Experience building or scaling CS processes and playbooks in a growing organization.
• Strong executive presence and experience navigating complex, multi-stakeholder enterprise relationships.
• Data-driven approach to managing a book of business, comfortable with forecasting, health scoring and CS/BI tooling (Gainsight, ChurnZero, Totango, or similar).
• Excellent coaching, communication, and cross-functional collaboration skills.
• Experience in SaaS, cybersecurity, or a related technical industry preferred.
• Bachelor’s degree or equivalent experience.

Preferred Qualifications:

• Experience with security, risk, or compliance products.
• Familiarity with tools like Salesforce, Gainsight, and Slack.
• Background in Sales or Solutions Engineering.

What Success Looks Like

• Team consistently meets or exceeds gross retention targets.
• CSMs are well-coached, engaged, and hitting individual development goals.
• Enterprise customers have clear, documented success plans and regular executive touchpoints.
• Churn risk is identified and mitigated proactively, not reactively.

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

The estimated total compensation range for this position is $200,000 - $220,000 (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies.  Please note that we do not provide immigration sponsorship for this position.   #LI-DNI

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a “Best Workplace,” by Crain’s NY as a “Best Places to Work in NYC,” and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.

About the Role:

We’re looking for a leader for our Leader Enterprise Customer Success, North America to lead a team of Customer Success Managers responsible for our largest and most strategic enterprise accounts. You’ll own retention, expansion, and satisfaction for a portfolio of high-value customers, coach and develop a team of CSMs, and partner closely with Sales, Product, and Support to ensure enterprise customers realize measurable value from our platform.

What You’ll Do

• Own the North America Enterprise CSM teams end to end, including strategy, retention, expansion, and executive customer relationships for the segment.
• Manager and refine high touch customer success engagement including joint success planning, executive business reviews, health scoring, renewal playbooks, and escalation management.
• Champion an AI driven approach to maximizing CSM reach and impact
• Act as an executive sponsor on strategic accounts, building relationships with customer stakeholders at the VP/C-level.
• Own renewal forecasting
• Collaborate with Product and Engineering to advocate for enterprise customer needs and influence roadmap priorities.
• Identify at-risk accounts early and drive cross-functional action plans to resolve churn risk.
• Report on team performance, portfolio health, and key CS metrics to senior leadership.
• Hire, onboard, and ramp new CSMs as the team scales.
• Champion a customer-first culture across the organization.

Required Qualifications:

• 7+ years in Customer Success, Account Management, or related customer-facing role, with 2+ years managing a team.
• Proven track record owning retention and expansion targets for enterprise/strategic accounts (typically $100K+ ACV).
• Experience building or scaling CS processes and playbooks in a growing organization.
• Strong executive presence and experience navigating complex, multi-stakeholder enterprise relationships.
• Data-driven approach to managing a book of business, comfortable with forecasting, health scoring and CS/BI tooling (Gainsight, ChurnZero, Totango, or similar).
• Excellent coaching, communication, and cross-functional collaboration skills.
• Experience in SaaS, cybersecurity, or a related technical industry preferred.
• Bachelor’s degree or equivalent experience.

Preferred Qualifications:

• Experience with security, risk, or compliance products.
• Familiarity with tools like Salesforce, Gainsight, and Slack.
• Background in Sales or Solutions Engineering.

What Success Looks Like

• Team consistently meets or exceeds gross retention targets.
• CSMs are well-coached, engaged, and hitting individual development goals.
• Enterprise customers have clear, documented success plans and regular executive touchpoints.
• Churn risk is identified and mitigated proactively, not reactively.

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

The estimated total compensation range for this position is $200,000 - $220,000 (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies.  Please note that we do not provide immigration sponsorship for this position.   #LI-DNI

About SupabaseSupabase is the Postgres development platform: Database, Auth, Storage, Edge Functions, Realtime, and Vector, deeply integrated and built for teams that need their backend to grow with them. We’re...

Headquarters: United States - Remote Opportunity

About Us

Temporal is an open source programming model that can simplify code, make applications more reliable, and help developers focus on the important things like delivering features faster. We are on a mission to be the reliable foundation of every developer’s toolbox, and are building the team that will make that happen.   Our values guide us —they are present in how we show up, make decisions, and work together to make an impact. We’re curious, driven, collaborative, genuine and humble.   Temporal is growing and we are looking for those who share our values, challenge 'standard' thinking, and want to influence our future. If you have a passion for improving the developer experience, building world-class open-source software and communities, and want to be a part of our amazing team, we'd love to hear from you!

Summary

Temporal is hiring a Director, Global Developer Success to lead and scale our deeply technical support organization. This is a high-impact leadership role responsible for turning customer technical response into a repeatable, measurable, and differentiated advantage for Temporal.

Developer Success is the team customers rely on when they need fast, confident support for complex developer and infrastructure issues. The team helps users deploy, operate, debug, and scale Temporal across cloud-native environments, distributed systems, SDKs, observability stacks, and mission-critical workloads. The next phase requires a leader who can preserve technical excellence and customer empathy while building the operational rigor of a world-class support function.

Why this role exists

Temporal's customers are building increasingly mission-critical, distributed, long-running, and AI-enabled systems. When something is unclear or broken, the support experience must be fast, technically credible, and predictable.

• Developer Success must scale beyond heroics. We need clear KPIs, tiering, queue management, escalation paths, incident communication standards, RCA practices, quality review, and talent development systems.
• Premium customer interactions increasingly happen across tickets, Slack, escalations, and incident channels. The support experience must have one clear operating model so customers, Sales, SAs, Platform Architects, Product, Engineering, and Support know who owns what and what good looks like.
• The support team must reduce avoidable Engineering escalations while ensuring real product defects, documentation gaps, and recurring customer pain reach Product and Engineering with high-quality signal.

What you will do

• Build and lead Global Developer Success: Hire, coach, develop, retain, and performance-manage high-performing support engineers, managers, and specialists across tiers, regions, and customer segments.
• Create the support operating system: Define SLAs/OLAs, ticket and Slack triage, queue ownership, severity definitions, tiering, escalation paths, incident communications, RCA standards, quality review, staffing, and operating cadence.
• Raise the quality bar: Move beyond CSAT alone by measuring customer effort, touches to resolution, reopen rate, handoffs, recurrence, communication quality, resolution confidence, and customer-visible ownership.
• Harden Slack and customer response: Turn premium Slack response into a defined service model with acknowledgement standards, urgent paths, conversion-to-ticket rules, coverage model, manager review, and customer-facing expectations.
• Protect Engineering focus through better support: Reduce avoidable escalations by building runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and high-quality escalation packets.
• Lead escalation and incident discipline: Establish crisp roles for technical lead, escalation manager, communications owner, Support, Engineering, SA, Platform Architecture, and Sales. Ensure incidents and critical escalations are communicated with clarity and followed by useful RCAs.
• Build technical depth and enablement: Create career paths, training, mentorship, certification, quality review, and hands-on learning that help junior engineers become senior/staff support engineers and help senior engineers scale their expertise.
• Partner across the company: Work closely with Product, Engineering, Sales, Solutions Architecture, Platform Architecture, Customer Success, Docs, DevRel, and Services to ensure support signal turns into product, documentation, enablement, and customer lifecycle improvements.
• Use tooling and AI pragmatically: Improve routing, deflection, summaries, analytics, knowledge surfacing, diagnostics, and customer communication while measuring real operating outcomes rather than tool adoption alone.
• Represent Temporal with customers: Engage directly in strategic escalations, high-stakes incidents, enterprise support conversations, QBR/EBR inputs, and executive readouts when support experience affects customer trust.

What you will bring

• 12+ years of experience in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or similar customer-facing technical roles, with 5+ years leading support or customer-facing engineering teams.
• Proven experience building and scaling technical support operations for a deeply technical B2B product, ideally in developer tools, cloud infrastructure, data platforms, observability, AI infrastructure, open source, or distributed systems within a GTM organization.
• Experience managing managers and building the systems that make teams run: metrics, operating cadence, queue management, quality review, staffing models, tiering, escalation paths, and performance management.
• Strong technical credibility with developers, support engineers, SREs, platform engineers, and product engineers. You can reason about APIs/SDKs, cloud-native infrastructure, Kubernetes, observability, distributed systems, reliability, incident response, and debugging workflows.
• Track record reducing avoidable Engineering escalations while improving the quality of product and engineering signal when escalations are needed.
• Deep understanding of support quality metrics: response time, resolution time, customer effort, touches, reopens, recurrence, backlog, SLA/OLA attainment, deflection, CSAT, sentiment, and case quality.
• Strong customer communication skills in high-pressure situations. You can write crisp updates, lead customer-facing RCA conversations, set expectations, and coach others to communicate clearly.
• Clear philosophy for hiring, onboarding, leveling, progression, coaching, retention, and performance management for technical support engineers and support managers.
• High ownership and builder mindset. You create clarity in ambiguous systems, ship v1 processes quickly, and iterate with data and customer evidence.

Nice to haves

• Experience with Temporal, Cadence, workflow engines, orchestration systems, event-driven architecture, distributed applications, or production reliability tooling.
• Experience in consumption-based, open-source, developer-led, or mission-critical enterprise support motions.
• Energized by working within a GTM organization.
• Experience with support tooling and modern AI support systems such as Pylon, Zendesk, Kapa-like deflection, knowledge automation, case analytics, or incident communications tooling.
• Hands-on background with Kubernetes, Docker, AWS/GCP/Azure, Prometheus/Grafana, Datadog, OpenTelemetry, Terraform, Go, Java, Python, TypeScript, or similar technologies.
• Experience building Tier 3 / elite support, OSS/community support, self-hosted support, premium support, or 24/7 critical escalation coverage.

Compensation

• The estimated pay range for this role is $220,000 - $270,000 based on experience and location. 
• Additionally, this role is eligible to participate in Temporal's equity plan.

Compensation ranges reflect salary and commission compensation (when applicable) across several geographic markets. Employment offers carefully consider multiple factors, including prior experience, knowledge, expertise, skillset, market location, and job level assessed during the interview process.   Employee benefits and perks below are for full-time employees, part-time or temporary positions are excluded.    U.S. Benefits 

• Unlimited PTO, 12 Holidays + 2 Floating Holidays
• 100% Premiums Coverage for Medical, Dental, and Vision
• AD&D, LT & ST Disability, and Life Insurance (Standard & Supplemental Available)
• Empower 401K Plan
• Additional Perks for Learning & Development, Lifestyle Spending, Home Office Setup, Professional Memberships, WFH Meals, Internet Stipend and more!

International Benefits

Paid Time Off (PTO) and Benefits outside the United States vary by country, and are issued in partnership with Remote.com.  Additionally, Temporal offers perks to all international employees for learning & career development, a lifestyle spending account, home office setup, professional memberships, work-from-home meals, and access to the Calm app for mental wellness.

Travel

Temporal is a globally distributed, collaborative team that values opportunities for in-person connection. Occasional travel may be required for company events, team offsites, and other meaningful moments that bring us together.

 

Temporal Technologies is an Equal Opportunity Employer. Temporal Technologies does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. We embrace and celebrate differences and diversity.   Temporal is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If you need to request a reasonable accommodation, please let your Recruiter know so we can assist.   We are not working with external recruitment agencies, thanks.

To apply: https://weworkremotely.com/remote-jobs/temporal-technologies-director-global-developer-success

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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See yourself at Twilio

Join the team as Twilio’s next Staff Escalation Manager 4

About the job

This position is needed to support the Escalations Management team, under the Escalations & Engagement org within Twilio’s Support organization. This team ensures our customers get the most critical help they need from us at a meaningful time. The ideal Escalation Manager is an inventive and hardworking technical specialist with a positive outlook and strong desire to help customers succeed. This candidate must be equally adept at collaborating closely with internal teams to tackle complex technical issues for customers, along with handling technical, executive-level customer communications.

This position is needed to help the Support Escalations team within Twilio Support Ops to ensure our customers get the most needed help at the most important time. We believe that when a critical escalation is handled appropriately, it instills trust and strengthens our relationship with our customers.

Responsibilities

In this role, you’ll:

• Leadership: Be the change agent, go-to person, subject matter expert for the team
• Coaching & Mentoring: Mentor or coach or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices
• Onboarding: Manage onboarding & training of new team members. Creating & delivering structured training sessions
• Team Improvement: Identify training / process improvement opportunities. Create & implement trainings / solutions / process improvements accordingly. Identifies and recommends opportunities for improvement in channel engagement
• Team Engagement: Communicate openly and effectively with their team. Share updates and timely disseminate information
• Queue /Escalation / Incident /Case Management: Help advise on sensitive SDM Escalations, identify trends and blockers.
• Post-Mortem Review: Review technical post-mortems and incident reports to translate complex root causes into clear, executive-ready narratives.
• Reporting: Ensure all leadership-facing documentation clearly outlines the business impact, timeline, and remediation steps.
• Project Lead: Works with Escalation Leadership and cross-functional project managers on OKR and project deliverables. Identify pain points and propose solutions (through projects/process improvements). Drive technical projects to bring improvements on the team.
• Talent Acquisition: Assist in scaling the talent pipeline by conducting interviews and participating in calibrations

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 5+ years in a client-facing technical support role, supporting customers and internal teams and partners.
• Experience using industry tools (Tableau, Excel, Jira, Zendesk etc.) to search databases, create custom queries, and generate reports
• Consistently exceeds all KPIs for IC performance (TTS, SLA, Backlog management)
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
• Proven track record of empowering team members through individual coaching, group training, documentation, project management, and process improvement.
• Advanced time management skills and the ability to work well under pressure and de-escalate tense customer situations in a live environment.

Desired:

• 2+ Years of Experience as TSE4 in Twilio Support
• Experience working in a follow-the-sun support model with remote and global teams.
• Experience in implementing Agile methodologies and continuous improvement initiatives.
• Experience managing multiple projects and initiatives to success.
• Excellent communicator and facilitator.

Location

This role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $106,320.00 - $132,900.00
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $112,560.00 - $140,700.00
• Based in the San Francisco Bay area, California: $125,040.00 - $156,300.00
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Applications for this role are intended to be accepted until October 15th, but may change based on business needs.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.

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Stay alert to recruitment fraud

We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Have you always considered yourself a natural leader? Are you proud of your Bulgarian language and organizational skills? If you think you have the ability to motivate and manage people in...

About Us

Temporal is an open source programming model that can simplify code, make applications more reliable, and help developers focus on the important things like delivering features faster. We are on a mission to be the reliable foundation of every developer’s toolbox, and are building the team that will make that happen.

Our values guide us —they are present in how we show up, make decisions, and work together to make an impact. We’re curious, driven, collaborative, genuine and humble.

Temporal is growing and we are looking for those who share our values, challenge ‘standard’ thinking, and want to influence our future. If you have a passion for improving the developer experience, building world-class open-source software and communities, and want to be a part of our amazing team, we’d love to hear from you!

Summary

Temporal is hiring a Director, Global Developer Success to lead and scale our deeply technical support organization. This is a high-impact leadership role responsible for turning customer technical response into a repeatable, measurable, and differentiated advantage for Temporal.

Developer Success is the team customers rely on when they need fast, confident support for complex developer and infrastructure issues. The team helps users deploy, operate, debug, and scale Temporal across cloud-native environments, distributed systems, SDKs, observability stacks, and mission-critical workloads. The next phase requires a leader who can preserve technical excellence and customer empathy while building the operational rigor of a world-class support function.

Why this role exists

Temporal’s customers are building increasingly mission-critical, distributed, long-running, and AI-enabled systems. When something is unclear or broken, the support experience must be fast, technically credible, and predictable.

• Developer Success must scale beyond heroics. We need clear KPIs, tiering, queue management, escalation paths, incident communication standards, RCA practices, quality review, and talent development systems.
• Premium customer interactions increasingly happen across tickets, Slack, escalations, and incident channels. The support experience must have one clear operating model so customers, Sales, SAs, Platform Architects, Product, Engineering, and Support know who owns what and what good looks like.
• The support team must reduce avoidable Engineering escalations while ensuring real product defects, documentation gaps, and recurring customer pain reach Product and Engineering with high-quality signal.

What you will do

• Build and lead Global Developer Success: Hire, coach, develop, retain, and performance-manage high-performing support engineers, managers, and specialists across tiers, regions, and customer segments.
• Create the support operating system: Define SLAs/OLAs, ticket and Slack triage, queue ownership, severity definitions, tiering, escalation paths, incident communications, RCA standards, quality review, staffing, and operating cadence.
• Raise the quality bar: Move beyond CSAT alone by measuring customer effort, touches to resolution, reopen rate, handoffs, recurrence, communication quality, resolution confidence, and customer-visible ownership.
• Harden Slack and customer response: Turn premium Slack response into a defined service model with acknowledgement standards, urgent paths, conversion-to-ticket rules, coverage model, manager review, and customer-facing expectations.
• Protect Engineering focus through better support: Reduce avoidable escalations by building runbooks, diagnostics, knowledge systems, reproducibility standards, technical triage, and high-quality escalation packets.
• Lead escalation and incident discipline: Establish crisp roles for technical lead, escalation manager, communications owner, Support, Engineering, SA, Platform Architecture, and Sales. Ensure incidents and critical escalations are communicated with clarity and followed by useful RCAs.
• Build technical depth and enablement: Create career paths, training, mentorship, certification, quality review, and hands-on learning that help junior engineers become senior/staff support engineers and help senior engineers scale their expertise.
• Partner across the company: Work closely with Product, Engineering, Sales, Solutions Architecture, Platform Architecture, Customer Success, Docs, DevRel, and Services to ensure support signal turns into product, documentation, enablement, and customer lifecycle improvements.
• Use tooling and AI pragmatically: Improve routing, deflection, summaries, analytics, knowledge surfacing, diagnostics, and customer communication while measuring real operating outcomes rather than tool adoption alone.
• Represent Temporal with customers: Engage directly in strategic escalations, high-stakes incidents, enterprise support conversations, QBR/EBR inputs, and executive readouts when support experience affects customer trust.

What you will bring

• 12+ years of experience in technical support, customer engineering, SRE, solutions engineering, infrastructure engineering, or similar customer-facing technical roles, with 5+ years leading support or customer-facing engineering teams.
• Proven experience building and scaling technical support operations for a deeply technical B2B product, ideally in developer tools, cloud infrastructure, data platforms, observability, AI infrastructure, open source, or distributed systems within a GTM organization.
• Experience managing managers and building the systems that make teams run: metrics, operating cadence, queue management, quality review, staffing models, tiering, escalation paths, and performance management.
• Strong technical credibility with developers, support engineers, SREs, platform engineers, and product engineers. You can reason about APIs/SDKs, cloud-native infrastructure, Kubernetes, observability, distributed systems, reliability, incident response, and debugging workflows.
• Track record reducing avoidable Engineering escalations while improving the quality of product and engineering signal when escalations are needed.
• Deep understanding of support quality metrics: response time, resolution time, customer effort, touches, reopens, recurrence, backlog, SLA/OLA attainment, deflection, CSAT, sentiment, and case quality.
• Strong customer communication skills in high-pressure situations. You can write crisp updates, lead customer-facing RCA conversations, set expectations, and coach others to communicate clearly.
• Clear philosophy for hiring, onboarding, leveling, progression, coaching, retention, and performance management for technical support engineers and support managers.
• High ownership and builder mindset. You create clarity in ambiguous systems, ship v1 processes quickly, and iterate with data and customer evidence.

Nice to haves

• Experience with Temporal, Cadence, workflow engines, orchestration systems, event-driven architecture, distributed applications, or production reliability tooling.
• Experience in consumption-based, open-source, developer-led, or mission-critical enterprise support motions.
• Energized by working within a GTM organization.
• Experience with support tooling and modern AI support systems such as Pylon, Zendesk, Kapa-like deflection, knowledge automation, case analytics, or incident communications tooling.
• Hands-on background with Kubernetes, Docker, AWS/GCP/Azure, Prometheus/Grafana, Datadog, OpenTelemetry, Terraform, Go, Java, Python, TypeScript, or similar technologies.
• Experience building Tier 3 / elite support, OSS/community support, self-hosted support, premium support, or 24⁄7 critical escalation coverage.

Compensation

• The estimated pay range for this role is $220,000 - $270,000 based on experience and location.
• Equity Options - Eligible for stock options as part of Temporal’s equity plan

Compensation ranges reflect salary and commission compensation (when applicable) across several geographic markets. Employment offers carefully consider multiple factors, including prior experience, knowledge, expertise, skillset, market location, and job level assessed during the interview process.

Employee benefits and perks below are for full-time employees, part-time or temporary positions are excluded.

U.S. Benefits

• Unlimited PTO, 12 Holidays + 2 Floating Holidays
• 100% Premiums Coverage for Medical, Dental, and Vision
• AD&D, LT & ST Disability, and Life Insurance (Standard & Supplemental Available)
• Empower 401K Plan
• Additional Perks for Learning & Development, Lifestyle Spending, Home Office Setup, Professional Memberships, WFH Meals, Internet Stipend and more!

International Benefits

Paid Time Off (PTO) and Benefits outside the United States vary by country, and are issued in partnership with Remote.com.  Additionally, Temporal offers perks to all international employees for learning & career development, a lifestyle spending account, home office setup, professional memberships, work-from-home meals, and access to the Calm app for mental wellness.

Travel

Temporal is a globally distributed, collaborative team that values opportunities for in-person connection. Occasional travel may be required for company events, team offsites, and other meaningful moments that bring us together.

Temporal Technologies is an Equal Opportunity Employer. Temporal Technologies does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. We embrace and celebrate differences and diversity.

Temporal is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If you need to request a reasonable accommodation, please let your Recruiter know so we can assist.

We are not working with external recruitment agencies, thanks.

The Sales Support Lead is responsible for overseeing the daily operations, performance, and development of the Sales Support team.

About Coursera Coursera and Udemy are now one company, creating one of the world’s most comprehensive skills development platforms for the AI era. This strengthens our ability to accelerate AI-powered...

Company DescriptionVeza is the pioneer in identity security, purpose-built to answer the fundamental question enterprises face: who can and should take what action on what data. Veza’s Access Graph platform...

Headquarters: United States
URL: https://hospitable.com/careers

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: https://hsptb.com/hndbk

Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: https://hsptb.com/twnhll

Hospitable.com is a remote-only and fully distributed company. We hire based on timezones, not countries.

What you will be working on

As the Customer Advocate Lead, you will lead and empower our US support team to deliver an exceptional customer experience. 

Your first priority will be to hit consistent response times. We have a pretty solid foundation and our passionate team excels at delivering great experiences with our current processes—maintaining an average CSAT of 87%. We’re looking for someone who can take what’s working and make it even better. 

To accomplish this, you will:

• Manage queue distribution in our chat support system and workload across the US support team to maintain target response times and SLAs. We're aiming for a first response time of <5mins for live chat and a total resolution time of 12h.
• Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback.
• Handle technical troubleshooting and empower the team to resolve issues that require strong product and systems knowledge, as well as managing customer escalations and high-priority issues.
• Review and quality check team's support interactions and documentation.
• Train new team members on tools, processes, and product knowledge.
• Regularly work in the queue to stay connected to customer needs and model best practices for the team. You will typically spend 30-40% of your time in the queue.
• You will report to our Director of Support, and work with our other amazing support leads such as Kelly whose favorite fruit is dragon fruit.

Requirements

For this position, we are looking to recruit someone in any of the US time zones. Candidates in countries outside of such time zones will not be considered.

If you're hesitant to apply for this position because you feel that you don't meet this list of qualifications fully, don't worry! We still want to hear from you. 

• Experience in customer support in the SaaS industry, including experience as a team lead or in a senior role.
• Proven track record of managing chat support queues and improving team metrics (response times, customer satisfaction, resolution rates).
• Strong technical aptitude, with proven ability to investigate complex SaaS product issues, work across systems, and partner closely with engineering.
• Experience coaching and developing team members, with strong interpersonal and feedback skills.
• Strong written and verbal communication skills for both customer and internal interactions.
• Ability to balance competing priorities between team management and hands-on support work.
• Very special kudos if you have experience specifically in the short-term rental or property management industry.

Benefits

The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.

• A supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output.
• The total budget for this role is within USD$106,912.00 - $132,675.40 depending on the cost of living in your location. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. This means that the gross salary for US employees could be anywhere between $98,641.60 to $122,412.02 depending on the cost of living in your location.
• We also offer options into the company equity through our $HOST token (RSU's), with a grant value of up to $54,276.30, to share in the long-term upside value of the company.
• Separately, this role is eligible for up to an additional USD$346,104.00 per year in Performance Share Units (PSUs). These PSUs do not vest over time and are granted only upon the achievement of clearly defined business performance targets. The size and payout of this award are directly tied to measurable outcomes and are intended to strongly align compensation with company impact.
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• Complimentary mental health and emotional support with therapists on call through Slack by Spill.
• Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.

To apply: https://weworkremotely.com/remote-jobs/hospitable-customer-advocate-lead-north-america-remote-1