Director of Data Success and Support

HockeyStackis an Applied AI company on a mission to automate sales, marketing, and customer success for B2B companies.We build the most complete and accurate picture of the B2B buyerby integrating with every tool your team uses, partnering with third-party data providers, and deploying custom AI research agents.We use this data to power applications that automate high-value, high-complexity workflowsacross the go-to-market and revenue teams. Our core products include: Marketing Intelligenceinstantly answers questions like What led to that sudden drop in pipeline?Account Intelligencesurfaces next-best actions to help reps move target accounts toward conversionSince launching in January 2023, weve come through Y Combinator, raised a $20M Series A led by Bessemer. Were growing 3 year-over-year, have hit multimillion ARR, and process over 60 TB of GTM data monthly. Based at our San Francisco HQ, we operate fully in-person, move fast and hire people who are ready to win. Your MissionTheDirector of Data Success & Supportwill be a hands-on leader who brings deep experience as a veteran Data Analyst and proven success managing analytics teams. This leader will manage the dual responsibility of ensuring that customers derive maximum insights from HockeyStack while also overseeing our global support experience. You will build and scale processes, define KPIs, and lead a team that drives customer trust and adoption through excellent analysis and responsive support. This role reports to theVP of Customer Success & Supportand will partner closely with Customer Success, Product, and Engineering teams. What Youll Do Lead and mentor theData Success teamof high-caliber analysts to deliver actionable insights and guide customers on leveraging HockeyStack.Overseecustomer support operations , ensuring timely, accurate, and proactive responses to customer needs.Define, monitor, and optimizesupport KPIs(response time, resolution time, CSAT, proactive engagement).Build scalable processes that balance high-quality analysis with efficiency, enabling the team to support a rapidly growing customer base.Partner withProduct and Engineeringto surface customer insights and shape platform evolution.Develop playbooks, frameworks, and best practices for Data Analysts to scale consistency and impact.Act as an escalation point for complex data success and support challenges.Championfirst principles problem-solvingand inspire critical, strategic thinking across your team.What Were Looking ForOwnership-first mindsetyou take initiative, move fast, and figure things outThrive in early-stage, high-urgency environmentswhere speed and impact matterCurious, self-aware, and feedback-drivenyou bring energy, not egoSee this role as a defining chapternot a stepping stone or side quest7+ years of experience leading Data Analysts or related functions, including 3+ years in team leadership.Proven background as a Data Analyst with the ability to guide otherseven without SQL/Pythonusing a no-code data platform mindset.Experience managing and scaling data or customer support teams.Strong leadership and coaching skills with a track record of developing high-performing teams.Excellent problem-solving ability grounded in first principles thinking.Exceptional cross-functional collaboration with Customer Success, Product, and Engineering.Deep customer empathy and relentless drive to improve the customer experience.Why Join Now?Were at an inflection point. The product is proven, the market is massive, and the opportunity is wide open. Youll be joining a company with real traction, rapid growth, and meaningful backingwhere every person still shapes the outcome. This isnt just a job. Its a chance to build something category-defining with people who care deeply about doing it right. Were building a high-performing, in-person culture at ourSan Francisco HQ , where the team collaborates shoulder-to-shoulderfive days a week . The on target earnings range for this role is$140,000 to $200,000 USD , adjusted for location and qualifications. HockeyStack is proud to be anEqual Opportunity Employer . We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We celebrate diversity and are committed to fostering an inclusive environment for all employees. #J-18808-Ljbffr

Created: 2025-10-08