Back to jobs
New

Head of Customer Support and Success

Palo Alto, California, United States

About Augment Code

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.

About the Role

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.

Key Responsibilities

  • 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

Qualifications

  • 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.

Employee Benefits:

  • 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 - $275,000 USD

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...

Please share 3 - 4 sentences 

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Augment Code’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.