Senior Director of Success and Support

  • Full-time
  • $100k+/mo
  • 3 months ago
Customer Support

About the Team:

Netlify’s Senior Director of Success and Support will lead a dynamic team responsible for ensuring our customers' success from pre-sales engagement through post-sales support. This role is pivotal in shaping the customer journey and directly impacts the organization's overall growth and success. By orchestrating seamless collaboration between sales, customer success, support, and solutions engineering, this position drives customer satisfaction, retention, and advocacy, ultimately contributing to the company's bottom line.

What You’ll Do:

  • Consistently deliver against strategic objectives to enhance the end-to-end customer experience, from initial engagement to ongoing support.
  • Use your technical acumen and industry expertise to evangelize our product offerings, effectively communicating with both technical and non-technical stakeholders.
  • Develop and implement a cohesive vision for integrating pre-sales and post-sales functions, aligning them with the overarching customer success strategy.
  • Establish and execute processes for customer onboarding, implementation, and ongoing support, ensuring seamless transitions and high levels of customer satisfaction.
  • Manage and lead cross-functional teams, including support, customer success, account management, and solutions engineering, fostering a culture of collaboration, innovation, and excellence.
  • Elevate the organization's profile as a trusted advisor and strategic partner, advocating for customer needs and driving value-driven solutions.
  • Work closely with marketing to align messaging and collateral with customer success initiatives, providing technical insights and support as needed.
  • Prepare and deliver compelling presentations and demonstrations for customer meetings, conferences, and other events, showcasing the value proposition of our solutions.
  • Grow in the role by staying abreast of industry trends, best practices, and emerging technologies, continuously refining strategies and approaches to maximize customer success.
  • Be a mentor, leader, and coach for your team, helping them realize their full potential.
  • Recruit, hire, and develop new team members to become long-term, successful contributors to the Netlify business.
  • Forecast and deliver monthly, quarterly, and annual churn, services, and support metrics and goals.

What You'll Bring:

  • Significant experience in leadership roles encompassing customer success, support, and/or solutions engineering.
  • A proven track record of building and scaling high-performing teams, driving customer engagement, and achieving revenue targets.
  • Demonstrated ability to navigate complex technical landscapes and articulate technical concepts to diverse audiences, both internally and externally.
  • Well-versed in customer success methodologies, CRM systems, and support tools, with a deep understanding of the customer lifecycle.
  • A passion for fostering customer advocacy and loyalty, with a relentless focus on delivering exceptional customer experiences.
  • Excellent communication, presentation, and interpersonal skills, with the ability to inspire and influence cross-functional teams.
  • Some high-level exposure to sales processes and methodologies, with a keen understanding of the interplay between sales and customer success.
  • Fluency or proficiency in relevant technologies and platforms, with the aptitude to quickly learn and adapt to new tools and systems.
  • A deep appreciation for diversity, equity, and inclusion, with a commitment to fostering a culture of belonging and collaboration.
  • We welcome remote candidates based in the US or Canada.
  • You have a track record of driving results in a fast-paced, dynamic environment, with the resilience and agility to navigate ambiguity and change.


Not sure you meet 100% of our qualifications? Please apply anyway!
When applying please include:
A resume or short listing of your job history & skills (link to a LinkedIn profile would be fine). We appreciate a cover letter explaining why you would enjoy working in this role at Netlify to get to know you a bit better, though this is not required and will not impact your application. Our mission is to “build a better web” and that cannot be done without a diversity of skill sets, backgrounds and thoughts.
Of everything we've ever built at Netlify, we are most proud of our team. Netlify is an Equal Opportunity Employer. We are devoted to building a team of people with diverse backgrounds and lifestyles. Driving equality empowers our team, enables us to innovate, and helps us maintain a more inclusive environment. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, religion, age, race, military/veteran status, citizenship, pregnancy status, or any other differences. If we can do anything to provide a better interview, i.e. accommodate a disability, then please let us know by emailing