Chance to set the standard for technical customer success in a fast-growing company
Full Job Description
Description
About the Role
As Director, Technical Customer Success, you will lead Port's global technical customer success organization and report to the VP of Customer Experience. You will directly manage our AMER TSM team and our EMEA TSM Manager. You will set the standard for how that work gets done globally.
This role is based in the United States, in Austin, TX or Boston, MA. It is a leadership role, not a management role at arm's length. You will know the accounts that matter most, coach your managers through hard situations, and step in when a customer needs senior judgment. You will also spend time on the bigger picture: where risk is building across the portfolio, what is slowing the teams down, and which programs will hold up as Port grows.
We are looking for someone with technical credibility, a track record of leading customer teams through growth, and a commercial mindset. Most of all, you should care about developing the people who work for you.
What You Will Do
People Leadership
Lead the AMER TSM team directly, with responsibility for their performance, growth, and day-to-day experience
Manage and develop the EMEA TSM Manager, and support them in leading their TSM team
Build one team culture across geographies, where high standards and real care for customers go hand in hand
Recruit thoughtfully as the AMER team grows, and set new hires up to succeed quickly
Create career paths that give strong TSMs and managers a reason to stay and grow at Port
Strategy and Operations
Own the global customer success playbooks: onboarding, adoption, business reviews, renewals, and expansion
Define the metrics that show how healthy the teams and the portfolio really are, and use them to make decisions
Spot patterns across accounts and geographies, and build programs that address them early
Create consistency across geographies without removing local judgment. Each team should run a well-designed system, not a script.
Customer Outcomes and Executive Engagement
Be the leader customers and internal teams call when an account is at risk
Engage directly with engineering executives and CTOs at key accounts, especially around renewals, expansions, and difficult moments
Set a high bar for how the teams communicate value. Technical wins must connect to business outcomes.
Cross-functional Collaboration
Work closely with Account Executives on renewals, expansion, and which accounts need more attention
Partner with Solutions Architecture on engagements that need deeper technical resources
Give Product and Engineering a clear view of what customers are experiencing across geographies, including real patterns and not just individual feedback
Work with Marketing when strong customer stories emerge
Requirements
What We Are Looking For
8 + years in a technical, customer-facing role such as CSM, TAM, or Solutions Engineer at a SaaS company
8 + years leading technical, customer-facing teams, including experience managing managers
A solid technical foundation in DevOps, platform engineering, cloud-native environments, and AI: CI/CD, Kubernetes, Infrastructure as Code, cloud providers, and working knowledge of AI agents and tools such as Claude, Cursor, and Gemini. You do not need to be an engineer, but you must be credible with the platform engineers and CTOs your teams work with.
A record of building customer programs that work in practice: onboarding frameworks, success playbooks, escalation paths, and business review structures
Experience leading across geographies and time zones, and building teams that stay aligned across distance
A data-driven approach to running teams. You define the right metrics, review them regularly, and let the data guide your next move.
Strong commercial instincts. You understand retention and expansion in enterprise SaaS and help your team think about the business side without losing the customer relationship.
Strong communication skills at every level. You can go deep with a platform engineer and then take a room full of executives through the business case.
Curiosity about where developer tooling and AI are heading
Nice to Have
Experience with internal developer portals, platform engineering tools, or developer experience products
Familiarity with AI-assisted engineering workflows or developer productivity tooling
Experience scaling established teams, growing a group from its current size while keeping quality, culture, and performance intact
Why Port
Competitive compensation, equity, and full benefits
Hybrid schedule: in office Tuesday, Wednesday, and Thursday in Austin, TX or Boston, MA
A product that engineers actually want to use
A leadership team that treats customer success as a strategic priority
A real opportunity to set the standard for technical customer success at a company growing fast
