DNSFilter is revolutionizing network security by providing fast, accurate, and reliable threat protection and content filtering. We're a rapidly growing company dedicated to creating a safer internet for businesses and organizations worldwide. Leveraging AI-driven threat intelligence, DNSFilter empowers our customers to proactively block threats before they impact their networks. We foster a collaborative, innovative, and results-oriented culture where every team member contributes to our mission of making the internet safer.

As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in!

As the driving force behind DNSFilter’s AI-powered and technical enablement initiatives, you’ll scale post-sales success for our high-volume customer base. Reporting to the Senior Manager of Customer Success, this role blends hands-on operation and innovation of our Digital Success Agent with deep technical expertise and community engagement. You’ll own the day-to-day running and training of our AI agent, act as a technical partner to CSMs on complex customer needs, and develop enablement materials that empower both teams and customers. By operationalizing automation, technical enablement, and knowledge sharing, you’ll deliver a consistent, data-driven experience for every customer while fostering tight alignment across RevOps, Support, Product, and Customer Success.

Eligible candidates have and can work successfully in a remote environment and are familiar with working in a fast-paced, hyper-growth SaaS start-up. This is a full-time remote role and is open to candidates in the United States and/or Canada.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion, is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions!

At DNSFilter, You Will:

AI Agent Operations & Innovation

• Own the day-to-day operation and training of the AI/Digital Success Agent in partnership with RevOps, ensuring configuration, monitoring, and training deliver a consistent, high-quality customer experience at scale.
• Track and analyze performance metrics (accuracy, response quality, deflection rates, customer satisfaction) to surface issues and improvement ideas back to RevOps and CS Operations.
• Experiment with and suggest new ways to leverage AI within post-sales and Customer Success — from automated onboarding and renewal reminders to personalized customer journeys — to improve efficiency and scale.
• Document learnings and best practices to enable other team members to use AI tools effectively and ensure consistency across digital touchpoints.

Technical Product Assistance & CSM Support

• Serve as the technical partner to all CSM's including Scaled, Partner, and Enterprise CSMs, joining customer calls or advising behind the scenes when complex product questions or integration issues arise.
• Act as the escalation point for advanced technical questions routed from CSMs, providing clear explanations, troubleshooting guidance, and recommended next steps.
• Collaborate closely with Support and Engineering to resolve customer issues quickly, ensure accurate hand-offs, and communicate outcomes back to CSMs for seamless follow-up.
• Proactively identify recurring technical challenges and surface them to Product Management and Support, to drive systemic improvements.

Enablement & Engagement

• Develop and maintain technical playbooks, onboarding guides, and customer-facing enablement materials that empower CSMs and customers to self-serve and succeed with DNSFilter.
• Engage hands-on in DNSFilter’s community forums (deployments, integrations, troubleshooting), contributing to discussions and fostering a culture of shared learning.
• Maintain and enhance community content by updating FAQs, documenting solutions to recurring issues, and ensuring all materials accurately reflect product capabilities and best practices.
• Monitor and analyze community feedback and trends (common problems, feature requests) and collaborate with CSMs and Product teams to translate insights into customer success improvements.

To Qualify for this Role, You Have:

• 3+ years’ experience in Customer Success, including either Technical Account Management, Solutions Engineering, Technical Support, or similar related roles in a SaaS/B2B environment.
• Experience operating AI or automation tools in a post-sales context, with the ability to train and monitor digital agents.
• Strong technical aptitude with the ability to troubleshoot and explain complex product concepts to varied audiences.
• Excellent communication, documentation, and cross-functional collaboration skills.
• Proficiency with Customer Success platforms (Gainsight preferred) and community platforms, including Zendesk.

Bonus points for:

• Deep technical expertise in networking, DNS, cybersecurity, or other networking SaaS products.
• Hands-on experience implementing or administering AI/ML-powered solutions (e.g., training, prompt tuning, or configuring digital success agents, chatbots, or predictive analytics tools).
• Proven ability to handle escalated, technical support cases, including troubleshooting integrations, APIs, or complex deployments.
• You excel in a hybrid, globally distributed workplace, and proactively foster clear communication and collaboration across teams.

We Offer:

• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance, not just time in the chair. You help us grow, and we will help you grow.
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Paid company-wide week off at the end of each year
• Flexible Vacation Policy
• Awesome company swag
• Full medical, dental, and vision benefits for US, UK, and Canada-based employees
• Full short-term disability and life benefits; available long-term disability
• Retirement savings account options with vested company matching for qualifying employees
• In-person annual gatherings. Last time we all spent a week on a beach in Cancun!

DNSFilter is a pay-for-performance organization, which means there is an opportunity to advance your compensation based on performance over time. The hiring base pay is dependent on several factors, including level, function, training, transferable skills, work experience, business needs, and geographic location. As a hybrid company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.

DNSFilter participates in the E-Verify program.

At DNSFilter, we utilize sophisticated software and tools to identify and eliminate Deepfake candidates. This approach helps us maintain the integrity of our hiring process, ensuring that we select the most qualified and genuine individuals to join our team.


The OTE for this role is below: