Director of Customer Success (m/w/d)

Why we need you

The Director of Customer Success will lead a multidisciplinary organization focused on driving sustained customer adoption, technical enablement, and enterprise-grade solution delivery across our global client base.
This role oversees three interconnected teams — Customer Success, Technical Support, and Custom Engineering — each playing a critical role in ensuring customers achieve their desired outcomes from Maltego’s solutions.
The Director of Customer Success is responsible for shaping the post-sales operating model that delivers consistent, measurable customer impact — from adoption and support through custom integrations and enterprise deployments. This leader will work cross-functionally with Account Management, Implementation, Product, and Technology to align the customer experience with our ideal customer profiles (ICPs) and long-term growth objectives.

What to expect

Organization Structure and Scope

• Customer Success: Drives adoption, engagement, and measurable value realization for customers post-onboarding. Owns customer health scoring, usage analytics, success planning, and stakeholder engagement. Implements scalable playbooks and tech-touch models that deliver predictable retention and advocacy.
• Technical Support: Delivers responsive, high-quality technical support across on-premise and cloud deployments. Owns responsiveness, resolution time, CSAT, and root-cause analysis. Implements automation, AI-assisted ticket triage, and self-service knowledge bases to scale efficiently.
• Custom Engineering: Executes tailored implementations, integrations, and enterprise-grade configurations to support complex customer environments. Partners with Product and Account Management to scope, prioritize, and deliver projects that enhance customer value, technical scalability, and retention. 

1. Strategic Leadership & Operating Model Design

• Define and execute a global Customer Success strategy integrating adoption, support, and custom engineering under a unified customer outcomes framework.
• Design and implement a scalable post-sale operating model that enables >3x growth without linear headcount expansion.
• Standardize processes, KPIs, and tooling across all teams to ensure predictability, quality, and scalability of the customer experience.
• Leverage data, automation, and AI-driven workflows to increase efficiency and customer satisfaction.

2. Customer Success Management & Adoption

• Drive sustained customer engagement and measurable outcomes post-onboarding, ensuring long-term value realization and retention.
• Oversee high-value customer relationships, fostering executive alignment and identifying opportunities for deeper adoption or integration.
• Implement data-driven playbooks, health scoring, and digital engagement models for mid-market and long-tail accounts.
• Partner with Account Management to forecast renewals, identify risks early, and surface expansion opportunities.

3. Technical Support Excellence

• Lead the Technical Support function to deliver responsive, proactive, and consistent service across time zones and deployment types.
• Implement operational metrics and continuous improvement programs to enhance service quality, time-to-resolution, and CSAT.
• Develop scalable self-service and knowledge management capabilities to improve efficiency and empower users.
• Ensure effective collaboration with Product and Engineering for bug resolution, escalations, and release readiness.

4. Custom Engineering & Solution Delivery

• Oversee the Custom Engineering team delivering tailored implementations, integrations, and technical configurations for enterprise clients.
• Establish frameworks and governance for project scoping, prioritization, and on-time delivery with high quality and security standards.
• Ensure repeatability by developing standardized templates, reference architectures, and integration playbooks.
• Work with Product and Technology teams to ensure customer-specific solutions inform roadmap and core platform enhancements.

5. Cross-Functional Leadership & Voice of Customer

• Serve as the Voice of the Customer, providing structured insights and data-backed recommendations to Product, Engineering, and Revenue leadership.
• Collaborate closely with Account Management and Onboarding to ensure seamless handoffs and consistent understanding of customer health.
• Influence ICP refinement and GTM strategy through analysis of adoption trends, support patterns, and integration demand.
• Represent customer needs and technical priorities in cross-functional planning and executive discussions.

Your profile in short

Required Qualifications
 

• 10+ years of leadership experience across Customer Success, Technical Support, or Professional Services in B2B SaaS, ideally in hybrid (on-premise + cloud) environments.
• Proven track record of scaling post-sale operations through growth stage through process design, automation, and strong cross-functional collaboration.
• Experience leading technically oriented teams (support engineers, solution engineers, or custom delivery specialists).
• Strong operational management experience with data-driven decision-making, KPI ownership, continuous improvement, and implementing a.i. capabilities in a CS environment.
• Exceptional communication, change management, and stakeholder alignment skills at executive level.
• Demonstrated ability to translate strategic goals into operational execution across global, multi-functional teams.
• Expertise in customer segmentation and lifecycle design (high-touch, scale-touch, tech-touch models).

 
Preferred Experience

• Background in intelligence, cybersecurity, or data analytics environments.
• Experience leading or transforming support and success operations through digital engagement and automation tools.
• Familiarity with partner enablement and integration ecosystems, including resellers, trainers, and implementation partners.
• Proficiency with customer success and support technology stacks (CRM, CS platforms, ticketing, analytics, ai tools, knowledge management).
• History of transforming support or success organizations through digital engagement, automation, or AI tooling.
• Understanding of integration ecosystems, API-based deployments, and professional services delivery models.