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Broccoli AI is building AI teammates for plumbing, HVAC, and electrical contractors. The company has grown to $15M+ ARR in under two years and is backed by Khosla Ventures and Y Combinator. Broccoli's AI handles phone answering, appointment booking, customer follow-up, and revenue recovery while integrating with platforms like ServiceTitan.
As Director of Technical Success, you will lead and scale Broccoli's Technical Success function, serving as the bridge between customers, product, and engineering. You'll build a highly technical team, establish support processes and SLAs, and ensure complex customer problems are deeply understood and resolved effectively.
Key responsibilities include:
**Lead the Team:** Hire, coach, and develop the AI Tech Support team. Set clear expectations, goals, and performance standards. Build technical expertise through coaching and hands-on problem-solving. Create a culture of ownership and customer obsession. Maintain strong partnerships between Technical Success and Customer Success.
**Bridge Customers & Engineering:** Serve as the primary bridge for complex technical issues. Ensure customer problems are accurately diagnosed and translated into actionable solutions. Bring business context and impact to Engineering discussions. Establish clear escalation standards. Represent the customer perspective while translating technical complexity back to customers. Own communication loops throughout escalations. Identify patterns and partner with Engineering and Product to address root causes.
**Build the Function:** Define strategy, priorities, and operating model for Technical Success. Establish scalable processes for support, troubleshooting, escalation, and incident management. Develop key metrics around response times, resolution times, quality, and team performance. Build documentation, troubleshooting guides, and playbooks. Identify automation opportunities. Establish processes that turn customer issues into product improvements.
This is a hands-on leadership role requiring comfort operating at both strategic and tactical levels—building strategy while also jumping into difficult escalations when needed.
**Requirements:**
- 8-12+ years in technical support, technical account management, solutions engineering, implementation, customer success, or similar customer-facing technical role
- 4+ years leading and developing technical teams, including experience building or materially redesigning a support or technical-success operating model
- Experience supporting mission-critical, integration-heavy SaaS products where customer issues require rapid coordination across Support, Engineering, and Product
- Demonstrated experience establishing escalation frameworks, SLAs, ticket routing, quality programs, incident processes, and durable Engineering and Product feedback loops
- Experience partnering with Engineering and Product to investigate customer-impacting issues, translate technical complexity, and drive resolution
- Strong ability to translate between technical and non-technical audiences
- Excellent judgment and ownership when navigating ambiguous, high-impact, or time-sensitive problems
- Track record of building or improving processes, systems, and teams in fast-moving environments
- Customer-first mindset with ability to balance speed, quality, and technical rigor
**Nice to have:**
- Experience leading Technical Success or similar function in a startup environment
- Experience with AI, conversational AI, voice, communications, or workflow automation products
- Experience supporting integrations with ServiceTitan, CRMs, ticketing systems, or other business-critical software
- Experience supporting mid-market or enterprise customers
- Experience influencing Product and Engineering roadmaps through customer feedback
