Director of Sales Engineers (Automattic for Agencies)

Automattic for Agencies (A4A) is dedicated to helping agencies and developers succeed by providing them with the tools, hosting, and expert support needed to create exceptional WordPress experiences. As a senior leader within Automattic for Agencies, you will partner with executive leadership to shape and execute strategies that position A4A as a market leader for agency solutions. You will be responsible for guiding and empowering a high-performing team to drive growth by converting agency prospects into customers, delivering a world-class onboarding experience, retaining small-to-medium business (SMB) customers, and creating a differentiated customer support experience for agencies.

Key Responsibilities:

• Vision and Strategy Development:
• 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.
• Team Leadership & Development:
• 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.

Customer Acquisition & Retention:

• 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.

Operational Excellence:

• 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.

Cross-Functional Collaboration:

• 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.

Support Experience Innovation:

• 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.

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.

Key Measurements of Success:

• Team performance in meeting or exceeding customer acquisition, onboarding, and retention goals.
• Success in establishing scalable, repeatable systems for customer acquisition and retention, contributing directly to A4A program growth and customer satisfaction.
• Customer satisfaction metrics, including onboarding success.
• Individual development and performance of team members.
• Quality and effectiveness of collaboration with cross-functional teams.

Salary range: $90,000-$125,000 USD.  Please note that salary ranges are global, regardless of location, and we pay in local currency.

We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated.

This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves.