Customer Success Serviceability Director

Dataminr Opportunity

This is a unique opportunity to bridge customer success, technical support, and product / engineering, driving significant impact on product resilience and customer experience. You'll lead global initiatives, championing the voice of the customer to directly influence product roadmaps and achieve measurable operational excellence. If you're a strategic leader with a passion for customer advocacy and global scaling in a high-tech environment, this role provides a platform to elevate product serviceability and drive retention.

Working at Dataminr you'll have the opportunity to tackle the most exciting trends in AI on a daily basis to power a revolutionary product that uncovers critical events around the world as they unfold.

Regenerative AI : our AI technology, ReGenAI, is a new form of generative AI that automatically regenerates real-time Live Event Briefs as events unfold. Learn more.

Agentic AI : we recently launched our Agentic AI capability, what we're calling our Intel Agents, that autonomously generates critical context for our clients on real-time events, threats, and risks allowing them to see the clearest, most accurate view of what's happening on the ground. Learn more.

Multimodal AI : our platform detects events from many different types of data (images, video, sensor data, audio, and text in over 150 languages). Learn more.

The Opportunity

Elevate Product Resilience : Drive the reduction of customer-impacting issues by identifying systemic serviceability gaps, escalating them, and partnering with Product and Engineering to deliver enduring, preventative resolutions.

Operational Excellence : Globally deploy and manage a formalized Customer Support function focused on process improvements and enhancements that actively reduce call volume and increase positive customer experience and overall customer health.

Voice of the Customer (VoC) to Product : Champion a closed-loop feedback process. Systematically collect, quantify, and prioritize customer success and technical support data to directly influence the product roadmap for greater product supportability and self-service capabilities.

Metrics-Driven Improvement : Establish and manage Key Performance Indicators (KPIs) to track success in serviceability, including a measurable reduction in repeat incidents, reduced mean time to resolution (MTTR) for critical issues, and improved first-call resolution (FCR) across the global support centers.

Strategic Cross-Functional Leadership : Serve as the primary operational interlock for Customer Success and Technical Support with Product Management, Engineering, and Revenue Operations to align go-to-market strategy with post-sales support readiness and life-cycle management.

Scalable Knowledge & Tools : Direct the development and deployment of internal knowledge, proactive diagnostics, and automation tools that empower Customer Success Managers and Technical Support to resolve issues faster and prevent future occurrences.

What You Bring

At Dataminr, we value you for who you are. We encourage you to apply for this role, even if you don't meet every qualification. Our candidates are reviewed on the basis of their skill and potential to succeed.

Executive Track Record : Minimum of 5 years of progressive leadership experience in Customer Success Operations, Technical Support, or Serviceability Integration within an Enterprise SaaS, AI, or high-tech environment.

Customer Advocacy : Demonstrated ability to drive above-average Total Customer Experience and customer satisfaction through measurable operational improvements.

Global Scaling : Experience implementing and rolling out global support strategies and processes, ideally across multiple international centers (e.g., follow-the-sun models).

Data Proficiency : Proven analytical skills with the ability to translate complex service and customer data into actionable business requirements and product recommendations.

Educational Foundation : Bachelor's degree in a relevant field (e.g., Engineering, Computer Science, or Business) is required.

About Dataminr

At Dataminr, we are a mission driven team of talented builders, creators and visionaries who have real-world impact on how organizations are able to respond to events. Dataminr's groundbreaking, AI-powered, intelligence platform provides organizations with the earliest signals of emerging risks, events, and threats before they unfold. Trusted by two-thirds of the Fortune 50 and half of the Fortune 100, Dataminr's platform analyzes billions of public data inputs spanning text, image, video, audio and sensor data across 150+ languages, empowering our clients to stay one step ahead in an increasingly complex world where every second counts.

Founded in 2009, we have pioneered the world's first real-time event detection platform, long before the recent Gen AI 'boom.' Dataminr operates all around the world united by our passion to use AI for the greater good, be agents of positive change and put our technology into the hands of clients charged with the responsibility to keep organizations running and keep people safe.

As our employees focus on developing our revolutionary technology, we focus on our employees. Dataminr is proud to offer a variety of flexible work arrangements, offices all over the world to foster collaboration, generous PTO and sick leave, and more, as part of our competitive benefits package aimed at keeping all our employees happy and healthy. Explore all our benefits.

We believe our differences give us strength. Our employees are empowered to be their best, authentic selves through various opportunities, such as our robust employee resource group (ERG) network, manager development programming, professional development funds, and more.

We serve a global community made up of many cultures and strive to reflect the world and clients we serve, with a workforce built on merit and equity. We actively condemn racism and discrimination in any form. We stand for social good, fostering a culture of allyship, and standing up for those who face systemic barriers to equality. We lead with empathy and strive to be agents of positive change in our company and in our communities.

The annual base salary range for this position is $126,400 - $185,000. You will also be eligible to receive a discretionary bonus and Company equity. Actual salary will be based on a number of factors including, but not limited to, geographic location, applicant skills, and prior relevant experience.

Dataminr is an equal opportunity and affirmative action employer. Individuals seeking employment at Dataminr are considered without regards to race, sex, color, creed, religion, national origin, age, disability, genetics, marital status, pregnancy, unemployment status, sexual orientation, citizenship status or veteran status.