Vice President of Customer Support

Vice President of Customer Support

As a key member of the Customer Success Leadership team, the VP will collaborate across product, engineering, and customer success to influence roadmap decisions, reduce friction, enhance product quality through continuous feedback loops, and ensure differentiated support models that meet the needs of enterprise SaaS customers.

Objective of the role & Key Outcomes of the role:

• Customer Experience & CSAT

• Achieve and sustain high CSAT and NPS across all customer segments.
• Ensure strict adherence to contractual SLAs for response and resolution.
• Implement clear escalation processes for critical issues and executive-level customer escalations.

• Operational Excellence

• Manage support processes, knowledge bases, and staffing models to reduce response and resolution times.
• Lead global, multi-channel SaaS support operations (in-app, chat, community, phone, and field).
• Establish industry benchmarks for uptime-related SLAs, availability, and incident management.
• Maintain cost-to-serve efficiency while scaling operations.

• AI & Automation Strategy

• Embed intelligent self-service and contextual guidance into the SaaS product.
• Deploy predictive issue prevention via telemetry and product analytics.
• Implement AI-driven triage and resolution to improve time-to-fix.
• Partner with Data/AI teams to deliver measurable outcomes (ticket reduction, lower cost-to-serve, higher adoption).

• Revenue & Premium Support

• Design and launch premium SaaS support tiers (TAMs, faster SLAs, proactive monitoring, executive business reviews).
• Monetize support offerings and deliver measurable revenue growth.
• Link support excellence to SaaS KPIs such as renewals, CLV, and Net Revenue Retention (NRR).

• Strategic Leadership & Influence

• Define and execute a global SaaS support strategy aligned with company growth and retention goals.
• Collaborate with product and engineering to influence roadmap, enhance supportability, and reduce friction.
• Create proactive support frameworks (health checks, predictive insights, product usage trends).

• Team & Culture

• Build, mentor, and retain a high-performing global SaaS support organization.
• Foster a culture of customer advocacy, proactive problem-solving, and SaaS product expertise.
• Recruit and develop top talent with structured onboarding, training, and career growth plans.
• Ensure strong leadership bench strength capable of scaling in a high-growth SaaS environment.

External Skills And Expertise

Core Competencies Required:

• Customer-Centric Mindset

• Strong ability to understand customer perspectives, empathize during critical situations, and act as a true advocate.
• Skilled in driving internal collaboration to align teams and deliver on customer needs.

• Analytical & AI-Driven Mindset

• Extensive leadership experience in scaling global customer support organizations, with a strong focus on

  Premium and Enterprise clients

  .
• Proven ability to drive

  AI and automation initiatives

  (chatbots, intelligent ticket routing, predictive case management, sentiment analysis, and self-service knowledge bases) to transform support operations.
• Strategic, future-focused mindset with demonstrated success in adopting

  AI-driven tools, analytics, and workflow automation

  to deliver measurable business impact.

• Technical Acumen

• Deep understanding of SaaS solutions including

  cloud architecture, APIs, integrations, and deployment models

  .
• Ability to simplify complex technical issues, identify recurring patterns, and provide actionable insights to Product and Engineering teams.
• Familiarity with major customer ERP environments such as

  SAP, Oracle, Workday, and ServiceNow

  .

• Strategic Leadership

• Proven ability to define and communicate a clear support vision and operating model.
• Experience in leading cross-functional alignment with Product, Engineering, and Implementation teams.
• Track record of

  driving transformational change

  in global SaaS organizations.

• Operational Excellence

• Strong metrics-driven management approach with expertise in scalable ticket tracking, SLA management, and closure processes.
• Deep understanding of SaaS support challenges, including multi-tenant architecture, uptime/availability, and incident management.
• Ability to ensure strict adherence to contractual SLAs and deliver consistently high CSAT.

• Revenue & Business Impact

• Proven experience in

  building and monetizing premium SaaS support offerings

  (tiered support models, TAMs, priority SLAs).
• Ability to connect support outcomes with business metrics such as renewals, CLV, and NRR.

• Communication & Presence

• Exceptional communicator with the ability to navigate complex, high-pressure customer discussions.
• Strong executive presence and ability to influence C-level stakeholders.

• People Leadership

• Experienced in

  leading large, global support teams

  in high-growth SaaS environments.
• Ability to recruit, mentor, and grow top talent with structured career development and feedback mechanisms.
• Skilled at fostering a culture of customer advocacy, accountability, and high performance.

• Tools & Systems Expertise

• Hands-on familiarity with support tools such as

  Salesforce Service Cloud, Jira

  , and other enterprise-grade platforms.
• Ability to optimize tool usage for efficiency, visibility, and customer impact.

Experience & Qualifications Required:

• 18–25 years

  of leadership experience in customer support/customer success.

• 10+ years

  of direct experience in enterprise SaaS product companies.
• Proven track record in

  building and leading global technical support teams

  , preferably for

  Fortune 500 clients

  .
• Strong expertise in

  implementing AI/automation

  in SaaS support (chatbots, predictive analytics, product-embedded guidance).
• Experience in

  managing budgets

  and optimizing cost-to-serve.
• Demonstrated ability to

  define and track key support metrics

  (TTR, Case Deflection, FCR, CSAT, etc.).
• Hands-on experience with

  Salesforce Service Cloud and JIRA

  , including reporting and analytics.
• Ability and willingness to

  manage a North America–based customer base

  .
• Successful track record of operating in

  high-growth, mission-critical SaaS environments

  .

Ideal:

• Familiarity with Source to Pay processes and transaction flow
• Experience managing teams supporting ERP integrations, such as SAP and Oracle
• Experience in an environment with a tiered premium support revenue model (Standard, Gold, Platinum).

Nice to Have

• Certifications (e.g., ITIL, Salesforce Administrator, HDI-SCA).