Customer Success Serviceability Director

See yourself at Dataminr

This is a unique opportunity to bridge customer success, technical support, and product/engineering, driving significant impact on product resilience and customer experience. You'll lead global initiatives, championing the voice of the customer to directly influence product roadmaps and achieve measurable operational excellence. If you're a strategic leader with a passion for customer advocacy and global scaling in a high-tech environment, this role provides a platform to elevate product serviceability and drive retention

AI Innovation at Dataminr 

Working at Dataminr you’ll have the opportunity to tackle the most exciting trends in AI on a daily basis to power a revolutionary product that uncovers critical events around the world as they unfold.

Regenerative AI: our AI technology, ReGenAI, is a new form of generative AI that automatically regenerates real-time Live Event Briefs as events unfold. Learn more here.

Agentic AI: we recently launched our Agentic AI capability, what we’re calling our Intel Agents, that autonomously generates critical context for our clients on real-time events, threats, and risks allowing them to see the clearest, most accurate view of what’s happening on the ground. Learn more here

Multimodal AI: our platform detects events from many different types of data (images, video, sensor data, audio, and text in over 150 languages). Learn more here.

The opportunity

• Elevate Product Resilience: Drive the reduction of customer-impacting issues by identifying systemic serviceability gaps, escalating them, and partnering with Product and Engineering to deliver enduring, preventative resolutions.

• Operational Excellence: Globally deploy and manage a formalized Customer Support function focused on process improvements and enhancements that actively reduce call volume and increase positive customer experience and overall customer health.

• Voice of the Customer (VoC) to Product: Champion a closed-loop feedback process. Systematically collect, quantify, and prioritize customer success and technical support data to directly influence the product roadmap for greater product supportability and self-service capabilities.

• Metrics-Driven Improvement: Establish and manage Key Performance Indicators (KPIs) to track success in serviceability, including a measurable reduction in repeat incidents, reduced mean time to resolution (MTTR) for critical issues, and improved first-call resolution (FCR) across the global support centers.

• Strategic Cross-Functional Leadership: Serve as the primary operational interlock for Customer Success and Technical Support with Product Management, Engineering, and Revenue Operations to align go-to-market strategy with post-sales support readiness and life-cycle management.

• Scalable Knowledge & Tools: Direct the development and deployment of internal knowledge, proactive diagnostics, and automation tools that empower Customer Success Managers and Technical Support to resolve issues faster and prevent future occurrences.

What you bring

At Dataminr, we value you for who you are. We encourage you to apply for this role, even if you don't meet every qualification. Our candidates are reviewed on the basis of their skill and potential to succeed.

• Executive Track Record: Minimum of 5 years of progressive leadership experience in Customer Success Operations, Technical Support, or Serviceability Integration within an Enterprise SaaS, AI, or high-tech environment.

• Customer Advocacy: Demonstrated ability to dr