Director of Customer Success (m/w/d)

Why we need you

The Director of Customer Success will lead a multidisciplinary organization focused on driving sustained customer adoption, technical enablement, and enterprise-grade solution delivery across our global client base.
This role oversees three interconnected teams — Customer Success, Technical Support, and Custom Engineering — each playing a critical role in ensuring customers achieve their desired outcomes from Maltego’s solutions.
The Director of Customer Success is responsible for shaping the post-sales operating model that delivers consistent, measurable customer impact — from adoption and support through custom integrations and enterprise deployments. This leader will work cross-functionally with Account Management, Implementation, Product, and Technology to align the customer experience with our ideal customer profiles (ICPs) and long-term growth objectives.

What to expect

Organization Structure and Scope

• Customer Success : Drives adoption, engagement, and measurable value realization for customers post-onboarding. Owns customer health scoring, usage analytics, success planning, and stakeholder engagement. Implements scalable playbooks and tech-touch models that deliver predictable retention and advocacy.
• Technical Support : Delivers responsive, high-quality technical support across on-premise and cloud deployments. Owns responsiveness, resolution time, CSAT, and root-cause analysis. Implements automation, AI-assisted ticket triage, and self-service knowledge bases to scale efficiently.
• Custom Engineering: Executes tailored implementations, integrations, and enterprise-grade configurations to support complex customer environments. Partners with Product and Account Management to scope, prioritize, and deliver projects that enhance customer value, technical scalability, and retention. 

1. Strategic Leadership & Operating Model Design

• Define and execute a global Customer Success strategy integrating adoption, support, and custom engineering under a unified customer outcomes framework.
• Design and implement a scalable post-sale operating model that enables >3x growth without linear headcount expansion.
• Standardize processes, KPIs, and tooling across all teams to ensure predictability, quality, and scalability of the customer experience.
• Leverage data, automation, and AI-driven workflows to increase efficiency and customer satisfaction.

2. Customer Success Management & Adoption

• Drive sustained customer engagement and measurable outcomes post-onboarding, ensuring long-term value realization and retention.
• Oversee high-value customer relationships, fostering executive alignment and identifying opportunities for deeper adoption or integration.
• Implement data-driven playbooks, health scoring, and digital engagement models for mid-market and long-tail accounts.
• Partner with Account Management to forecast renewals, identify risks early, and surface expansion opportunities.

3. Technical Support Excellence

• Lead the Technical Support function to deliver responsive, proactive, and consistent service across time zones and deployment types.
• Implement operational metrics and continuous improvement programs to enhance service quality, time-to-resolution, and CSAT.
• Develop scalable self-service and knowledge management capabilities to improve efficiency and empower users.
• Ensure effective collaboration with Product and Engineering for bug resolution, escalations, and release readiness.

4. Custom Engineering & Solution Delivery

• Oversee the Custom Engineering team delivering tailored implementations, integrations, and technical configurations for enterprise clients.
• Establish frameworks and governance for project scoping, prioritization, and on-time delivery with high quality and security standards.
• Ensure repeatability by developing standardized templates, reference architectures, and integration playbooks.
• Work with Product and Technology teams to ensure customer-specific solutions inform roadmap and core platform enhancements.

5. Cross-Functional Leadership & Voice of Customer

• Serve as the Voice of the Customer, providing structured insights and data-backed recommendations to Product, Engineering, and Revenue leadership.
• Collaborate closely with Account Management and Onboarding to ensure seamless handoffs and consistent understanding of customer health.
• Influence ICP refinement and GTM strategy through analysis of adoption trends, support patterns, and integration demand.
• Represent customer needs and technical priorities in cross-functional planning and executive discussions.

Your profile in short

Required Qualifications

• 10+ years of leadership experience across Customer Success, Technical Support, or Professional Services in B2B SaaS, ideally in hybrid (on-premise + cloud) environments.
• Proven track record of scaling post-sale operations through growth stage through process design, automation, and strong cross-functional collaboration.
• Experience leading technically oriented teams (support engineers, solution engineers, or custom delivery specialists).
• Strong operational management experience with data-driven decision-making, KPI ownership, continuous improvement, and implementing a.i. capabilities in a CS environment.
• Exceptional communication, change management, and stakeholder alignment skills at executive level.
• Demonstrated ability to translate strategic goals into operational execution across global, multi-functional teams.
• Expertise in customer segmentation and lifecycle design (high-touch, scale-touch, tech-touch models).

Preferred Experience

• Background in intelligence, cybersecurity, or data analytics environments.
• Experience leading or transforming support and success operations through digital engagement and automation tools .
• Familiarity with partner enablement and integration ecosystems , including resellers, trainers, and implementation partners.
• Proficiency with customer success and support technology stacks (CRM, CS platforms, ticketing, analytics, ai tools, knowledge management).
• History of transforming support or success organizations through digital engagement, automation, or AI tooling.
• Understanding of integration ecosystems, API-based deployments, and professional services delivery models.

About us

Maltego is the all-in-one investigation platform that accelerates complex cyber and OSINT investigations from hours to minutes. The Maltego platform powers preliminary quick OSINT investigations for digital profiling with Maltego Search as well as complex link analysis for large datasets with Maltego Graph. Through Maltego Evidence and Maltego Monitor, the platform enables investigators to collect, monitor, and preserve social media intelligence in real-time for prosecution and public safety. Whether cyber threat intelligence teams or law enforcement, Maltego equips your teams with the most essential and relevant data, with out-of-the-box access to common data sources and over 100 ready-made connectors to more. Mine, merge, and map all your essential intelligence in one place, and uncover hidden truths with Maltego!

Learn more about how we can empower your investigations at .