Customer Success Serviceability Director

See yourself at Dataminr

AI Innovation at Dataminr

Working at Dataminr youll 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 here.

Agentic AI: we recently launched our Agentic AI capability what were 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 whats happening on the ground. Learn more here

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 here.

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 dont 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: Bachelors degree in a relevant field (e.g. Engineering Computer Science or Business) is required.

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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. Dataminrs 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 Dataminrs 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 worlds 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 here.

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.

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.

Dataminr will collect and process your personal data. All personal data will be processed in accordance with applicable data protection laws. Please see Dataminrs candidate privacy notice available here. By providing your details and applying via our careers website you acknowledge that you have read our candidate privacy notice. If you have any queries please contact the People Team at or .