Director, Customer Success Engineering

Job Description:

DataRobot delivers AI that maximizes impact and minimizes business risk. Our platform and applications integrate into core business processes so teams can develop, deliver, and govern AI at scale. DataRobot empowers practitioners to deliver predictive and generative AI, and enables leaders to secure their AI assets. Organizations worldwide rely on DataRobot for AI that makes sense for their business — today and in the future. 

The Director of Technical Success leads the team of Technical Success Managers, ensuring the successful adoption, consumption, and expansion of deployed GenAI applications across enterprise customers. This leader plays a critical role in scaling post-sales technical impact, aligning technical delivery with business outcomes, and driving customer value realization. The Director partners cross-functionally with Account Management, Professional Services, Product, and Engineering to ensure a seamless customer experience that drives retention and growth.

Key Responsibilities:

• Lead & Develop the TSM Team: Manage, coach, and grow a team of Technical Success Managers (levels I–III) across regions and accounts; establish clear expectations, skill development plans, and a high-performance culture.

• Ensure Scalable Technical Impact: Drive consistency in delivery of technical enablement, adoption planning, and use case value realization across all customer engagements.

• Customer Outcomes & Success Plans: Guide the team in building and executing success plans that deliver measurable business value, increase application consumption, and mitigate risk.

• Operational Excellence: Implement and improve processes, metrics, playbooks, and tooling to ensure efficient team operations and consistent customer experiences.

• Cross-Functional Leadership: Partner with Engagement Directors, Account Managers, and ProServ to align on customer strategy, expand usage, and support renewals and upsells.

• Technical & Strategic Advocacy: Represent customer needs and technical feedback to Product and Engineering, influencing roadmap prioritization and closing adoption gaps.

• KPI Management & Reporting: Track and report on key success metrics including app consumption rates, CSAT for technical enablement, team utilization, and customer health.

• Drive Organizational Learning: Capture best practices, customer insights, and success stories to inform broader go-to-market strategy and knowledge-sharing across teams.

Knowledge, Skills and Abilities:

• Deep understanding of GenAI or AI/ML platforms, post-sales solution delivery, and customer lifecycle value realization.

• Strong people leadership skills with experience managing and scaling technical customer-facing teams.

• Ability to translate complex technical concepts into clear business value for executive and practitioner audiences.

• Excellent stakeholder management and communication skills across technical, business, and executive stakeholders.

• Data-driven mindset with the ability to interpret product usage trends and customer signals to drive action.

Requisite Education and Experience / Minimum Qualifications:

• 10+ years in post-sales technical roles (e.g., Technical CSM, Solutions Consultant, Customer Success Engineering), including 3+ years managing teams.

• Experience in SaaS, AI/ML platforms, or enterprise software environments.

• Bachelor’s degree in a technical, business, or related field; advanced degree preferred.

The talent and dedication of our employees are at the core of DataRobot’s journey to be an iconic company. We strive to attract and retain the best talent by providing competitive pay and benefits with our employees’ well-being at the core. Here’s what your benefits package may include depending on your location and local legal requirements: Medical, Dental & Vision Insurance, Flexible Time Off Program, Paid Holidays, Paid Parental Leave, Global Employee Assistance Program (EAP) and more!

DataRobot Operating Principles:

• Wow Our Customers
• Set High Standards
• Be Better Than Yesterday
• Be Rigorous
• Assume Positive Intent
• Have the Tough Conversations
• Be Better Together
• Debate, Decide, Commit
• Deliver Results
• Overcommunicate

Research shows that many women only apply to jobs when they meet 100% of the qualifications while many men apply to jobs when they meet 60%. At DataRobot we encourage ALL candidates, especially women, people of color, LGBTQ+ identifying people, differently abled, and other people from marginalized groups to apply to our jobs, even if you do not check every box. We’d love to have a conversation with you and see if you might be a great fit. 

DataRobot is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. DataRobot is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities. Please see the United States Department of Labor’s EEO poster and EEO poster supplement for additional information.

All applicant data submitted is handled in accordance with our Applicant Privacy Policy.