Manager, Customer Solutions Engineering

dbt Labs is the pioneer of analytics engineering, helping data teams transform raw data into reliable, actionable insights. Since 2016, we’ve grown from an open source project into the leading analytics engineering platform, now used by over 50,000 teams every week. As of February 2025, we’ve surpassed $100 million in annual recurring revenue (ARR) and serve more than 5,400 dbt Cloud customers, including JetBlue, HubSpot, Vodafone New Zealand, and Dunelm. We believe in empowering data practitioners: Code-based data transformations unlock transparency, flexibility, and collaboration. About the role: Customer support is on the very front-lines of assisting our dbt Cloud customers and we are looking for a Manager of our Customer Solutions Engineering team who will be the first line of defense for our Enterprise customers. The person will play a pivotal role in impacting dbt Cloud's usage and increase retention by helping users quickly adopt dbt Cloud within their organizations. In this role, you can expect to: Lead and develop a team of Customer Solutions Engineers across the APJ regions, ensuring high-quality technical support for enterprise customers. Strategize and implement support processes to enhance support operations, facilitating smooth and efficient issue resolution. Foster a culture of continuous learning and professional growth within your team, ensuring they are equipped to support the evolving landscape of dbt Cloud and the modern data stack. Collaborate with cross-functional teams to enhance customer satisfaction, drive product adoption, and ensure a seamless customer experience. Monitor and analyze team performance, providing regular feedback and coaching to improve efficiency and effectiveness. Advocate for customers within the organization, ensuring their needs and feedback influence product development and innovation. Lead by example, offering hands‑on support and guidance to both customers and team members, driving towards excellence in every interaction. You are a good fit if you have: Extensive experience in technical support or engineering, preferably with enterprise-level customers in a SaaS environment. A proven track record of building and leading high-performing technical support or engineering teams. Exceptional problem-solving skills, with a capacity to handle complex technical issues and provide effective solutions. Excellent communication and interpersonal skills, capable of navigating diverse cultural and regional nuances within a global team. Adeptness at project and program management, with a keen ability to organize, prioritize, and manage cross-functional projects. You'll have an edge if you have: Experience with analytics engineering tools and processes. Familiarity with SQL, including the ability to read, interpret, and write queries. A proven background in collaborating with engineering and product teams to build scalable solutions for bug triage and investigation, quantitative product feedback, and communicating “the voice of the customer”. Compensation & Benefits: We offer competitive compensation packages commensurate with experience, including salary, equity, and where applicable, performance-based pay. Salary: Typical starting salary range for this role is: $203,000 - $246,000 AUD. Benefits: Unlimited vacation (and yes we use it) 401k with 3% guaranteed contribution Excellent healthcare Paid parental leave Wellness stipend Home office stipend, and more Equity or comparable benefits may be offered depending on legal limitations. What to expect in the hiring process: Interview with Talent Acquisition Partner (30 minutes) Interview with Hiring Manager (45 minutes) Take Home Project (typically submission within a week) Project Deep Dive (45 minutes) Team Interviews (4 - 45 minute rounds with cross collaborators/leadership) dbt Labs is an equal opportunity employer, committed to building an inclusive team that welcomes diverse perspectives, backgrounds, and experiences. Even if your experience doesn’t perfectly align with the job description, we encourage you to apply—we value potential just as much as a perfect resume. Want to learn more about our focus on Diversity, Equity and Inclusion at dbt Labs? Check out our DEI page. dbt Labs reserves the right to amend or withdraw the posting at any time. For employees outside the United States, dbt Labs offers a competitive benefits package. RSUs or comparable benefits may be offered depending on legal or country limitations. Seniority level: Mid-Senior level. Employment type: Full‑time. Job function: Project Management and Information Technology. Industries: Software Development. #J-18808-Ljbffr