{"id":4220733,"url":"https://alion.io/job/port-director-technical-customer-success","title":"Director, Technical Customer Success","company":{"id":49228,"name":"Port","domain":"port.io","url":"https://alion.io/company/port","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"CI/CD","optional":false},{"name":"Claude","optional":false},{"name":"Cursor","optional":false},{"name":"Kubernetes","optional":false},{"name":"LLM Guardrails","optional":false},{"name":"Platform Engineering","optional":false}],"status":"live","first_seen_at":"2026-11-13T03:28:50Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-15T00:27:19Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Description\nAbout Port\nAt 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.\nPort 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.\nAfter our $100M Series C, we’re growing fast with enterprise customers, and we’re building the team to match.\nAbout the Role\nAs 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.\nThis 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.\nWe 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.\nWhat You Will Do\nPeople Leadership\nLead the AMER TSM team directly, with responsibility for their performance, growth, and day-to-day experience\nManage and develop the EMEA TSM Manager, and support them in leading their TSM team\nBuild one team culture across geographies, where high standards and real care for customers go hand in hand\nRecruit thoughtfully as the AMER team grows, and set new hires up to succeed quickly\nCreate career paths that give strong TSMs and managers a reason to stay and grow at Port\nStrategy and Operations\nOwn the global customer success playbooks: onboarding, adoption, business reviews, renewals, and expansion\nDefine the metrics that show how healthy the teams and the portfolio really are, and use them to make decisions\nSpot patterns across accounts and geographies, and build programs that address them early\nCreate consistency across geographies without removing local judgment. Each team should run a well-designed system, not a script.\nCustomer Outcomes and Executive Engagement\nBe the leader customers and internal teams call when an account is at risk\nEngage directly with engineering executives and CTOs at key accounts, especially around renewals, expansions, and difficult moments\nSet a high bar for how the teams communicate value. Technical wins must connect to business outcomes.\nCross-functional Collaboration\nWork closely with Account Executives on renewals, expansion, and which accounts need more attention\nPartner with Solutions Architecture on engagements that need deeper technical resources\nGive Product and Engineering a clear view of what customers are experiencing across geographies, including real patterns and not just individual feedback\nWork with Marketing when strong customer stories emerge\nRequirements\nWhat We Are Looking For\n8 + years in a technical, customer-facing role such as CSM, TAM, or Solutions Engineer at a SaaS company\n8 + years leading technical, customer-facing teams, including experience managing managers\nA 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.\nA record of building customer programs that work in practice: onboarding frameworks, success playbooks, escalation paths, and business review structures\nExperience leading across geographies and time zones, and building teams that stay aligned across distance\nA data-driven approach to running teams. You define the right metrics, review them regularly, and let the data guide your next move.\nStrong commercial instincts. You understand retention and expansion in enterprise SaaS and help your team think about the business side without losing the customer relationship.\nStrong 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.\nCuriosity about where developer tooling and AI are heading\nNice to Have\nExperience with internal developer portals, platform engineering tools, or developer experience products\nFamiliarity with AI-assisted engineering workflows or developer productivity tooling\nExperience scaling established teams, growing a group from its current size while keeping quality, culture, and performance intact\nWhy Port\nCompetitive compensation, equity, and full benefits\nHybrid schedule: in office Tuesday, Wednesday, and Thursday in Austin, TX or Boston, MA\nA product that engineers actually want to use\nA leadership team that treats customer success as a strategic priority\nA real opportunity to set the standard for technical customer success at a company growing fast","description_format":"text","description_chars":5443,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":8,"team_size_min":null,"manages_managers":true,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Design & Creative","DevOps & Platform Engineering","Branding","Developer Tools"],"lifecycle":[{"event":"open","at":"2026-11-13T04:47:06Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":20,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-11-14T05:58:10Z"},"pay":null,"html_url":"https://alion.io/job/port-director-technical-customer-success","json_url":"https://alion.io/job/port-director-technical-customer-success.json","meta":{"generated_at":"2026-11-15T02:00:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3714,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":49228},"rest":"https://alion.io/mcp/rest/get_company?id=49228"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fport-director-technical-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fport-director-technical-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fport-director-technical-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/port-director-technical-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fport-director-technical-customer-success"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4220733}},{"tool":"search_jobs","arguments":{"company":"port.io","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4220733},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}