Head of Customer Support Customer Success Belfast, UK, London, UK

TL;DR: We're seeking a hands-on leader to own and scale Cloudsmith's support and customer engineering functions.

About Cloudsmith

Cloudsmith is transforming how organizations handle software artifacts and secure their supply chains. As a fully managed multi-tenant Software as a Service (SaaS) built on AWS, our mission is to enable organizations to tackle scale and complexity through best-in-class artifact management and to secure software by default. Our vision is to become the software supply chain itself, powering the future of software delivery.

We are the world's most potent artifact management platform, built by developers for developers. Our platform supports over 30 formats spanning languages, containers, and operating systems, with enterprise-grade features, including vulnerability and security scanning, world-class policy management and enforcement, and web-scale to handle the Fortune 500. Organizations integrate Cloudsmith as critical infrastructure into their development, deployment, and distribution pipelines, trusting us to protect and accelerate, no matter the scale.

Backed by top-tier investors and on a trajectory toward IPO, we're building mission-critical infrastructure that powers software delivery for organizations worldwide. We operate at the cutting edge of cloud-native technology, tackling complex distributed systems challenges that directly impact millions of developers. Now is an exciting time to join us as we revolutionize how organizations deliver and secure software and help write the next chapter of our rocket-ship growth story.

The Role

As the Head of Customer Support, you'll own and scale Cloudsmith's support engineering function, making it fast, efficient, and customer-focused. As part of the broader Customer Success team, which works across onboarding, adoption, and long-term value delivery, you'll ensure developer experience is at the heart of that story.

You'll help our customers manage and scale their software supply chain by delivering fast, reliable, and developer-first experience. Cloudsmith is built by developers, for developers - support and tooling are core to that experience. You'll lead the teams that solve problems, build tools, and power the customer journey from onboarding to long-term success.

You'll play a critical role in shaping how we support enterprise customers at scale, ensuring they receive world-class assistance and technical enablement. From resolving complex issues to improving the tools and integrations that serve our customers, you'll help Cloudsmith stand out for what we build, and how we support it.

As a trusted voice within Cloudsmith, you'll champion customer needs, inform product decisions, and create the foundation for long-term growth and loyalty.

Key Responsibilities

• Set and achieve support KPIs (response time, resolution rate, CSAT)
• Manage support operations, tooling, and experience
• Oversee hiring, coaching, and performance across your teams
• Build repeatable processes to improve response quality and speed
• Work with Product Management on roadmap prioritization for integrations and tools we support
• Ensure we keep documentation and workflows up to date and efficient
• Drive proactive improvements based on support trends

Required Experience, Qualities & Skills

• 5-10 years in support or engineering roles in SaaS
• 2-5 years growing and managing teams
• Significant experience working with technical software products, or developer tooling
• Be familiar with our tooling (e.g. Zendesk, Linear, Intercom, HelpDocs)
• Clear technical understanding of how software products work
• Eagerness to learn and be unafraid to admit what you don't know
• Strong operational mindset - you like fixing problems, not just symptoms
• Deeply passionate about your craft: we deeply care that you care
• Willingness to travel as required
• Eligible to work in the UK without sponsorship

Impact & Opportunity

This role offers the chance to shape how we deliver support at scale, improve the developer experience, and drive customer satisfaction across the entire lifecycle. From startups to Fortune 500 companies, your work will directly impact how organizations control and secure their software supply chains.

Growth & Development

You will have an enormous opportunity to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. The more powerful you become, the better for all of us.

Benefits, Location & Work Environment

Note: You must be based in Ireland or the United Kingdom and have the right to work independently without requiring sponsorship.

Headlines

• A position based in Ireland or the United Kingdom
• A competitive compensation package, including equity.
• With comprehensive health, dental, and vision insurance.
• Plus, generous annual leave and flexible working policies to suit your lifestyle.
• Including a professional development budget for conferences and training.
• In a dynamic, innovative, trust-centric, and supportive work environment.
• With the opportunity to shape a fast-growing Series B startup (and beyond).
• Regular (monthly-ish) travel may be required for team meetings.
• Regular (quarterly-ish) travel may also be required for events and customers.

Health and Wellness

Regardless of your location, we deeply care about the health and wellness of our staff and their families; a sustainable pace is important to us. In addition to generous annual leave (PTO), we offer health and wellbeing benefits along with flexible family-friendly working policies.

Personal Growth

You will have an enormous opportunity to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. The more powerful you become, the better for all of us.

Hybrid / Remote First

Cloudsmith is headquartered in Belfast, Northern Ireland, and we use our H.Q. regularly for activities like team planning, meets and greets, and sometimes other group activities (like games!). We also hold all-hands offsites in Belfast (or otherwise) thrice yearly, with guest speakers and team activities. Most Cloudsmithers work remotely, close and far, so we rely on our online collaboration tools; Slack is how we work.

About Equal Opportunity

Cloudsmith is an equal-opportunityemployer proud to nurture a diverse workplace that welcomes applications from individuals of all races, genders, and ethnic groups. We do not discriminate on age, religion, sexual orientation, citizenship status, military service, or health conditions. We will not tolerate discrimination of any kind within our workforce.

The Final Word

We're looking for someone who can balance strategic thinking with hands-on execution, has the experience to build a high-performing support and engineering organisation, and is fearless in rolling up their sleeves when needed. We're critical infrastructure by developers / for developers and building the world's software supply chain platform and ecosystem. We want to hear from you if you're excited to build foundational customer-facing experiences with a lasting impact on the software industry from today until IPO and beyond.