Job Description
Head of Customer Success and Support
About the Company
DTEN is a developer of enterprise collaboration solutions that is changing the way teams connect, communicate and collaborate. With highly integrated, AI-powered technologies, DTEN helps teams bridge global organizational challenges of time and place. DTEN solutions provide high quality real-time, interactive, face to face experiences for teams to work together, from anywhere in the world, in the most creative and efficient ways. We pride ourselves on delivering exceptional solutions to our clients and maintaining long-term relationships built on trust and satisfaction. As we continue to grow, we are searching for a Sr leader to grow with us.
About the job
What you will bring The Head of Customer Success and Support will be a “Hands-On” leadership role responsible for the overall performance of DTEN’s Service Desk, and Customer Support Teams. Driving retention, expansion, and World-Class customer experience across the lifecycle of our valuable clients. This role blends strategic ownership and day-to-day operations in a fast-paced Startup environment. Critical to success will be fostering a culture of role ownership, entrepreneurship, continuous improvement, and measurable results.
Responsibilities
- Lead and scale the service desk and customer support teams to deliver responsive, high-quality support across multiple channels (ticketing, Phone, Chat, and email)
- Own support and success KPIs such as First Response Time, Time to Resolution, CSAT, NPS, renewal rates, and net revenue retention.
- Design, document and refine standard operating procedures, playbooks, and escalation paths for reactive and proactive support. This will include self-service, knowledge base, and AI-assisted support tools
- Partner and provide continuous support to Sales regions globally. Addressing inquiries, resolving issues, and aligning on customer outcomes with each Geo Lead and respective teams.
- Lead customer onboarding for DTEN Hardware and Software solutions, ensuring smooth deployment, adoption and time to value for new customers and partners
- Own the process for Orbit, our award winning Hardware and Software assurance platform. Take responsibility for service offerings, and partner with sales to deliver full cycle support.
- Act as the Senior escalation point for critical incidents, VIP accounts, and conflict resolutions. Own the coordination efforts with Product, Engineering, Operations, and Leadership to drive timely resolution and clear communication
- Collaborate with Product Teams to channel customer and partner feedback into the roadmap, beta programs, and launch readiness, ensuring Support and Success teams are enabled for new product releases.
- Hire, mentor, and develop team members, creating an environment of accountability, coaching, and career development aligned to DTEN’s growth mindset culture
Culture and Working Style
- Operate as an Owner, taking end-to-end responsibility for customer outcomes and the performance of the Support and Service Organization
- Embrace the Startup, entrepreneurial mindset by testing new ideas, iterating quickly, and implementing scalable processes and tools as DTEN continues to grow.
- Foster customer-centric, collaborative culture that works cross-functionally with Sales, Product, Engineering, and Operations stakeholders to deliver a seamless customer experience
- Champion continuous learning, feedback, and innovation within the team, encouraging experimentation with automation, AI, and self-service to enhance efficiency and experience
Requirements
- Bachelor's degree in Business Administration, Finance, Economics, Computer Science, or related field.
- 5+ years of experience in Customer support, Service Desk, Operations, or a related role at a fast-moving and high-growth technology company
- Proficiency in data analysis tools and techniques, such as Excel, SQL, or BI platforms (Tableau).
- Experience working with CRM systems, particularly Salesforce
- Strong analytical skills with the ability to translate data into actionable insights
- Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and manage upwards
- Detail-oriented with a focus on accuracy and precision.
- Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment.