Head of Customer Support and Success

The best software comes from Augmenting developers, not replacing them. We’re bringing joy back to software engineering and keeping developers in flow by building the best AI programming tools, with radical contextual awareness of your codebase that benefits teams.

We’re looking for a Head of Support & Success to transform customer care into a strategic advantage. You'll be at the forefront of transforming how users and teams adopt and scale AI solutions, building intelligent support systems that anticipate customer needs and accelerate product innovation. You’ll create the vision, roadmap, and operating model that scales white-glove support. You’ll be building processes, teams, and tooling that drive stellar CSAT, rapid issue resolution, and product-led insights.

• Strategic Leadership
  
  
  
  • Pioneer AI-powered support methodologies leveraging automation, predictive analytics, and intelligent routing to deliver proactive customer experiences
  
  
  • Define and execute comprehensive support strategies aligned with business objectives and measurable customer success outcomes
  
  
  • Establish organization-wide standards for operational excellence, quality assurance, and service delivery that scale with company growth
  
  
  
  

• Customer Advocacy & Voice
  
  
  
  • Serve as the primary champion for customer needs across all organizational levels, ensuring feedback drives business decisions
  
  
  • Transform support interactions into strategic insights that directly influence product roadmap development, feature prioritization, and go-to-market execution
  
  
  • Build systematic processes to capture, analyze, and communicate customer sentiment to key stakeholders
  
  
  
  

• Analytics & Performance Management
  
  
  
  • Produce monthly trend analyses and quarterly strategic reviews covering CSAT, resolution times, volume forecasts, and capacity planning
  
  
  • Lead root-cause analysis initiatives for recurring issues and escalations, developing data-driven improvement strategies with quantified ROI projections and detailed implementation roadmaps
  
  
  
  

• Team Development & Enablement
  
  
  
  • Build, mentor, and develop high-performing support teams through structured coaching programs and continuous skill development initiatives
  
  
  • Design and maintain comprehensive training materials, operational playbooks, response templates, and knowledge management systems
  
  
  • Ensure consistent service delivery and efficient onboarding processes for new team members
  
  
  
  

• Cross-Functional Collaboration
  
  
  
  • Partner strategically with Product, Engineering, and Revenue Operations teams to resolve complex technical challenges and influence product development priorities
  
  
  • Collaborate with executive leadership to design scalable processes and organizational structures supporting company expansion goals
  
  
  • Work with Operations teams to continuously optimize support workflows, implement process improvements, and drive operational efficiency gains
  
  
  
  

• Hands-On Problem Resolution
  
  
  
  • Personally engage in critical escalations and complex problem-solving scenarios to ensure customer success
  
  
  • Provide direct support during high-impact situations and specialized customer clinics when expertise is required
  
  
  
  

• 6 years in customer support, technical support, or success—3 years leading managers in a B2B SaaS or developer-tools environment.


• Track record of scaling support from Series A/B to hundreds of enterprise customers while maintaining world-class CSAT.


• Proven expertise standing up or optimizing support tech stacks (e.g., Pylon, Zendesk, Salesforce Service Cloud) and integrating AI/automation.


• Data-driven operator—comfortable modeling capacity, forecasting volume, and presenting insights to the C-suite.


• Passion for AI and developer productivity. Deep technical knowledge not required, but curiosity is essential.

• Flexible work hours


• Competitive salary & equity


• Tools stipend 


• Health, Dental, Vision and Life Insurance 


• Short Term and Long Term Disability


• Unlimited Paid Time Off Holidays. We focus on trust and ownership, not time in the chair


• Numerous company social events

We will do everything we can within reason to make sure that your interview takes place in an environment that fairly and accurately assesses your skills. If you need assistance or accommodation, please contact your recruiter.

Augment Code is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Augment Code's Applicant Privacy Policy.

Pay Transparency Notice: The actual base salary within the stated range will be based on a combination of factors such as an individual's skills, experience level, educational background, and other relevant job-related considerations. 

Annual Base Salary Range: $175,000 USD - $275,000 USD