Director, Technical Customer Success

Description

About Port

At Port, we’re building the AI Software Factory: the open platform where engineering teams build, govern and operate their agents and skills, from idea to production.

Port finds every agent and skill across your org, gives each one an owner and guardrails, and grounds them in one Context Lake built from 100+ tools. Teams build factory lines to ship features, fix bugs and automate every part of their AI SDLC. We believe the platform we build will fundamentally shape how engineering organizations operate in the age of AI.

After our $100M Series C, we’re growing fast with enterprise customers, and we’re building the team to match.

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