About the role

Aplyr's Quick Take

This role is about leading and scaling a high-touch support team for a SaaS company, specifically focusing on the Order-to-Cash suite. You'll manage a large team and be the main point of contact for top-tier clients, ensuring their needs are met in a high-pressure environment.

Good fit

Ideal candidates have extensive experience in client-facing roles within SaaS, strong leadership skills, and a knack for strategic thinking. You should be comfortable in high-stakes situations and have a background in financial operations.

Worth noting

This position emphasizes a proactive, relationship-driven approach rather than typical support tasks, which may appeal to those looking for a more strategic role. The focus on scaling the support team suggests potential for growth and innovation.

About Us

HighRadius provides a single Agentic AI platform for the Office of the CFO. It integrates 180+ agents that orchestrate end-to-end processes across Order-to-Cash, Close & Reconciliation, Consolidation & Reporting, Accounts Payable, B2B Payments, and Treasury. HighRadius guarantees operational KPI improvements by mapping them to specific agents on the platform. With a 3-6 month go-live period, HighRadius drives value creation at 1300+ enterprises such as 3M, Unilever, Bristol-Myers Squibb Company, Red Bull, Lufthansa, and more. HighRadius has been consistently recognised as a market leader by Gartner, IDC, and Forrester.

Job Summary

HighRadius is seeking a strategic, high-energy Director of Premium Support to lead and scale our "White-Glove" support tier. As the dedicated leader for this function, you will take our established Premium Support offering and evolve it into a world-class, large-scale operation supporting 30–50 team members.

This isn't typical "break-fix" support. You will be responsible for the Order-to-Cash (OTC) suite, managing high-stakes SaaS environments where SLAs are aggressive and the client’s financial health is directly tied to our performance. You are a scaler, a technical strategist, and a diplomat who thrives in client-facing, high-pressure situations.

Key Responsibilities:

Client Relationship & Excellence

High-Touch Engagement: Act as the executive escalation point for our top-tier clients, building deep trust with CFOs and Global Process Owners.
SaaS Advocacy: Navigate the complexities of a multi-tenant SaaS environment to ensure client-specific needs are met while maintaining product integrity.
Service Delivery: Ensure 100% compliance with white-glove SLAs, providing sophisticated Root Cause Analysis (RCA) and long-term resolution strategies.

Leadership & People Development

Talent Expansion: Source and hire elite technical support engineers and leads who understand both finance workflows and software architecture.
Mentorship: Cultivate a culture of extreme ownership and technical excellence within the existing and growing team.
Cross-functional Collaboration: Partner with Product, Engineering, and Professional Services to voice client needs and influence the product roadmap.

Required Qualifications

Experience: 10+ years in Technical Support or Customer Success, with at least 4 years in a senior leadership role (Director level) within a SaaS environment.
Domain Expertise: Deep understanding of the Order-to-Cash (OTC) cycle or Fintech/Accounting software.
Scaling Success: Proven track record of expanding an operational support team into a large-scale organisation (30+ people).
Technical Acumen: Strong grasp of SaaS architecture, API integrations, and data flows.
Communication: Exceptional "boardroom-ready" communication skills; able to translate technical issues into business impact for C-suite clients.

What You’ll Get

Competitive salary.
Fun-filled work culture (https://www.highradius.com/culture/)
Equal employment opportunities.
Opportunity to build with a pre-IPO Global SaaS Centaur.

Skills & Tags

go rust ai data product

Aplyr's read

HighRadius innovates in fintech by automating financial processes, attracting professionals in engineering, consulting, and analytics who thrive on cutting-edge technology.
Synthesized from recent postings & public sources

What's promising

•HighRadius offers cloud-based solutions that streamline accounts receivable and treasury management.
•The company is expanding rapidly, creating diverse roles in engineering, consulting, and analytics.
•HighRadius invests in technology, fostering a culture of innovation and continuous improvement.

What to watch

•Limited public information about employee work-life balance at HighRadius.
•The company's rapid expansion may lead to growing pains in organizational structure.
•HighRadius operates in a competitive fintech market, requiring constant innovation to maintain its edge.

Why Highradius

•HighRadius specializes in automating traditionally manual financial processes.
•The company leverages AI and machine learning to enhance financial operations.
•HighRadius's focus on cloud-based solutions differentiates it in the fintech sector.

Aplyr’s read is generated by AI from public sources. Was it useful?