Director, Customer Success Engineering

Our product has the power to transform industries, and our Customer Success team members are on the front lines of this transformation, offering knowledge and expertise to our customers. Job Description: DataRobot delivers AI that maximizes impact and minimizes business risk. Our platform and applications integrate into core business processes so teams can develop, deliver, and govern AI at scale. DataRobot empowers practitioners to deliver predictive and generative AI, and enables leaders to secure their AI assets. Organizations worldwide rely on DataRobot for AI that makes sense for their business — today and in the future. As the Director of Customer Success Engineering, you will be a pivotal leadership figure reporting directly to the VP of Customer Success Engineering. You will operationalize the global customer success engineering strategy by leading a regional or segmented team of highly skilled Customer Success Engineers (CSEs). Your team is responsible for working hand-in-hand with customer AI Engineers and developers to maximize the value of DataRobot9s Agentic platform. You will ensure your CSEs are delivering measurable business outcomes, driving high application consumption, and securing long-term customer retention. This is a highly collaborative role requiring deep technical acumen in Generative/Predictive AI, proven people leadership, and a customer-obsessed mindset. You will partner cross-functionally with Account Management, Professional Services, Product, and Engineering to ensure a seamless customer experience that drives retention and growth.

What You Will Achieve (30-60-90 Days)

• Day 30: Understand the DataRobot platform, shadow ongoing CSE customer engagements, learn our internal processes, and build relationships with your direct reports and cross-functional peers (Engineering, Product, Account Management).
• Day 60: Take full operational ownership of your team's book of business. Begin identifying opportunities to optimize CSE capacity, improve Time-to-Value (TTV) for new deployments, and standardize success planning.
• Day 90: Co-develop and execute strategic adoption plans for top-tier enterprise accounts. Establish a clear feedback loop with Product/Engineering to champion customer needs, and begin driving measurable improvements in team KPIs (health scores, platform consumption).

Key Responsibilities

Team Leadership & Development

• Manage, mentor, and scale a high-performing team of Customer Success Engineers (CSEs).
• Translate the overarching technical success strategy set by the VP of Customer Success Engineering into actionable team-level objectives.
• Build a culture of accountability, continuous learning, and innovation.
• Develop career progression pathways, conduct performance reviews, and recruit top-tier technical talent to keep pace with company growth.

Customer Outcomes & Value Realization

• Serve as the senior technical sponsor and executive escalation point for strategic enterprise accounts.
• Ensure the successful execution of adoption plans, empowering customers to leverage DataRobot9s GenAI and predictive capabilities fully.
• Own regional/segment performance metrics, specifically customer health scores, and platform consumption rates.
• Proactively identify account risks and commercial expansion opportunities (upsell/cross-sell), guiding your CSEs to intervene and drive value realization alongside Account Management.

Operational Excellence & Tooling

• Drive day-to-day operational rigor across the team,...