Customer Success Engineer Pod Lead (AMER)

About the role

• Tyk is on a mission to connect every system in the world. We’ve started by building an API Management platform • As a Customer Success Pod Lead at Tyk, you’re a strategic and technical leader within our Customer Success team. This isn’t just about reacting to tickets - you’ll help build a proactive function that spots risk early, strengthens customer trust, and makes sure customers get real value from Tyk • You’ll lead complex, high-priority customer engagements, mentor Customer Success Engineers, and partner with Engineering, Product, and Account Management to turn customer feedback into real improvements • You’ll also shape how the team works day to day - building processes that scale, and championing AI adoption to speed up debugging, share knowledge, and cut out repetitive work • When things get complicated - technical, customer-facing, or cross-functional - you’re who people turn to. You’ll play a key role in defining what modern Customer Success looks like at Tyk • Leadership & escalations. You own the health of the Zendesk queue and are the first point of call for critical, high-impact escalations - stepping in before issues reach Product, and taking part in the 24/7 on-call rotation (weekends included) • Coaching & team development. You coach and mentor Customer Success Engineers, raising the bar for technical quality and ownership across the pod, and helping close capability gaps through training, hiring, and documentation • Technical depth & innovation. You lead the toughest technical investigations - debugging, source code analysis, root cause analysis - and drive the process improvements, automation, and AI adoption that make the whole team faster • Customer relationships. You build trusted, senior-level relationships with key Enterprise customers, partnering with Account Management to catch risk early and championing improvements to the customer journey • Driving continuous improvement. You turn support data into action - feeding it to Product and Engineering, evolving support policies as Tyk scales, and representing Customer Success Engineering in company-wide initiatives • Tyk is on a mission to simplify API and service management for everyone. As a CSE Pod Lead, you’ll help shape the future of technical support - not just as a service, but as a strategic advantage. You’ll be empowered to lead initiatives, make a real impact, and work with passionate people around the globe Benefits • Unlimited paid holidays • Fully remote • Flexible hours • Generous parental leave • Employee share scheme • Volunteering days • Sabbatical • Employee wellbeing