Director Of Sales Engineers

Summary

Join Automattic for Agencies (A4A) as a senior leader, partnering with executive leadership to shape and execute strategies positioning A4A as a market leader. Guide and empower a high-performing team to drive growth by converting prospects, delivering exceptional onboarding, retaining SMB customers, and creating differentiated customer support. Develop and articulate the long-term vision for the Sales Engineering function, aligning team goals with A4A's business objectives. Lead and mentor a team, fostering a collaborative culture and providing professional development. Support Sales Engineers in consultative sales, ensure exceptional onboarding, drive customer retention initiatives, and act as a senior advocate for agency customers. Define and track key performance metrics, oversee efficient workflows, and collaborate cross-functionally to innovate strategies. Lead efforts to deliver a differentiated support experience and identify opportunities for process improvement. The role requires proven leadership experience, strong understanding of sales techniques, exceptional communication skills, and technical acumen.

Requirements

• Proven experience leading a team in sales, technical support, or customer success roles, preferably in the technology or SaaS space
• Strong understanding of consultative sales techniques and customer onboarding best practices
• Exceptional communication and collaboration skills, with the ability to inspire and motivate team members
• Proven ability to establish team structures, workflows, and performance metrics to support business growth and operational excellence
• Demonstrated ability to manage competing priorities and deliver results in a fast-paced, remote-first environment
• Technical acumen with experience troubleshooting technical systems and aligning solutions with customer needs
• Proven experience in developing a successful customer relationship motion that results in high lifetime value (LTV)
• Strong analytical skills with experience using data to inform decision-making and measure success
• Empathy, adaptability, and a commitment to delivering outstanding customer experiences

Responsibilities

• Develop and articulate the long-term vision for the Sales Engineering function, aligning team goals with Automattic for Agencies’ overall business objectives
• Drive organizational improvements to Sales Engineering processes, setting benchmarks and establishing industry-leading practices for customer engagement and success
• Lead and mentor a team of Sales Engineers to achieve individual and team performance goals
• Foster a collaborative, inclusive, and high-performing global team culture
• Provide regular coaching, feedback, and professional development opportunities to team members
• Design and execute a roadmap for scaling the Sales Engineering team to support growth, including identifying skill gaps, recruiting talent, and optimizing team structure for efficiency and impact
• Support Sales Engineers in developing consultative sales approaches to convert agencies into A4A program members
• Ensure the team delivers exceptional onboarding experiences, equipping agencies with the knowledge and tools to succeed
• Drive initiatives to retain SMB customers and maximize lifetime value (LTV) through a maintainable and scalable approach
• Act as a senior advocate for agency customers, influencing product roadmaps and company priorities based on insights from the Sales Engineering team and customer feedback
• Define and track key performance metrics for the team, ensuring alignment with company goals
• Oversee the development and execution of efficient workflows for customer acquisition, onboarding, support, and retention
• Collaborate with Sales Engineers to troubleshoot onboarding issues, support trends, and escalate systemic challenges as needed
• Lead cross-functional initiatives to innovate customer acquisition, onboarding, and retention strategies, ensuring alignment across all A4A teams
• Represent the Sales Engineering team in discussions around product improvements, feature requests, and overall customer satisfaction
• Lead efforts to deliver a differentiated support experience for A4A customers, ensuring seamless interactions and personalized solutions
• Actively identify opportunities for process improvement, automation, and enhanced customer engagement strategies

Benefits

Fully-remote company with an open vacation policy