Director of Technical Success, Wisedocs

• 3–5+ years leading support engineering or technical support in B2B SaaS — you understand how support infrastructure connects to product and have owned the escalation path to Engineering
• Technical fluency (not depth) — you speak Engineering's language well enough to triage with precision and escalate with context; you represent customer impact accurately without needing to be the engineer
• AI-forward orientation — you think about AI as an operational lever, not a future state; you've applied AI tools to real workflows, and your instinct is always to ask how AI creates more customer-facing time
• People leadership — you invest deliberately in your team, create career paths, and the people who have worked for you have grown
• Collaborative working style — you're comfortable with joint decision-making, build alignment naturally, and don't need unilateral authority to move quickly
• Cross-functional credibility — you've worked as a peer to CS, Product, or Engineering and know how to build influence without authority
• Bias toward leveraging over building — when facing a capability gap, your first instinct is better tools and playbooks before reaching for a hire
• Comfort with ambiguity — this may be your first or second Director role; we're looking for fundamentals and instincts over polish and tenure

Desirable

• We are hiring a Director of Technical Success who will own the infrastructure that delivers Wisedocs’ promise to customers: a support function that resolves fast and learns faster, and an implementation motion that gets customers to first value in 30 days. We are building the technical operations function from the ground up — with a deliberate design for an AI-native future
• You'll work as a peer to the CS Director, establishing priorities around customer-facing workflows and tooling jointly. Nothing that touches customer experience is decided in isolation. You'll have genuine authority over support and implementation, real influence over the tooling stack, and the technical fluency to partner with Engineering when needed. The SVP CS serves as the alignment point between your two tracks
• Own the support function end-to-end—team, process, tooling, and SLA performance
• Build an automation plan with the CS Director on what gets automated first and what the team's work looks like after
• Serve as the bridge between support and Engineering for triage, escalation, and issue resolution communication
• Lead the support tooling rebuild (HubSpot isn't the answer; bring your point of view and execute with CS alignment)
• Develop your team and create career paths as the function evolves
• Own implementation execution, process design, and delivery standards that consistently hit First Value in 30 days
• Partner with CS to evolve the implementation role from coordinators toward launch coaches as AI absorbs coordination work
• Design a seamless handoff to ongoing CS so customers experience continuity, not a transition
• Administer and optimize the post-sale stack (Vitally, ClickUp, support platform rebuild)
• Bring a clear point of view on the right infrastructure for where Wisedocs is heading
• Prioritize initiatives in alignment with the CS Director—major roadmap decisions are made jointly
• Partner with RevOps on tooling integrations so customer health, usage signals, and outcomes connect reliably
• Apply an AI-first lens to every operational problem—freeing teams from transactional work to focus on customers
• Build and maintain visibility into AI tools and experiments relevant to post-sale
• Work with CS to ensure AI investments serve customer outcomes, not just internal efficiency
• Grow into the post-sale function's primary AI operations leader as Wisedocs' AI tooling matures
• Build a working relationship with Product with agreed cadence and shared language
• Surface patterns from customer issues and bring them to Product in actionable form
• Represent the operational implications of product changes before they ship

• Round 1 – People & Culture Chat: 20–30 min conversation about your background, goals, and the role
• Round 2 – Interview with the Director of Customer Success (30 min)
• Round 3 – Case Study Presentation: Present your take home case study to our Implementation and Support Team Members (1hr)
• Round 4 – Interview with the Hiring Manager: We'll explore your strategic alignment with how we're building technical operations, your leadership philosophy around people development, and whether your collaborative style and instincts fit our culture. (30 min)