Director of Technical Success

Join Wisedocs as the Director of Technical Success, where you will lead the development of our technical operations function and ensure a seamless customer experience. You will own the support function end-to-end, lead the support tooling rebuild, and oversee implementation execution. This role requires strong leadership skills, technical fluency, and a bias towards leveraging AI as an operational lever.

• Own the support function end-to-end, including team management, process improvement, tooling, and SLA performance.
• Lead the support tooling rebuild and develop an automation plan in collaboration with the Customer Success Director.
• Partner with Customer Success to evolve the implementation role and ensure a seamless handoff to ongoing customer support.
• Collaborative working style — you're comfortable with joint decision-making, build alignment naturally, and don't need unilateral authority to move quickly
• 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
• Cross-functional credibility — you've worked as a peer to CS, Product, or Engineering and know how to build influence without authority
• Comfort with ambiguity — this may be your first or second Director role; we're looking for fundamentals and instincts over polish and tenure
• People leadership — you invest deliberately in your team, create career paths, and the people who have worked for you have grown
• Bias toward leveraging over building — when facing a capability gap, your first instinct is better tools and playbooks before reaching for a hire
• 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
• 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
• Experience leading implementation or delivery teams — operational depth transfers across disciplines
• Familiarity with CS platforms (Vitally, Gainsight, etc.)
• Experience with support tooling migration or platform selection
• Background in regulated or high-stakes industries (insurance, legal tech, healthcare, financial services) where delivery quality is a trust issue
• Experience managing a team through platform rearchitecture or major product expansion