Senior Director, Customer Support

Role overview The Senior Director of Customer Support owns regional support strategy and execution for a global cybersecurity organization, partnering with the VP of Support to drive customer success at scale. This executive role blends long-term strategic vision with operational leadership, overseeing senior leaders and ensuring consistent, world-class support across the assigned region.

Responsibilities - Define and drive the regional customer support strategy in alignment with company and global goals, focusing on customer lifecycle outcomes. - Serve as the point of contact for customer escalations and oversee executive communications during high-impact incidents. - Own the regional problem management strategy, ensuring systemic issues are proactively identified and resolved. - Leverage support data and trends to manage KPIs, improve customer experience, and reduce overall support demand. - Lead, develop, and grow senior leaders, building a leadership pipeline and ensuring alignment across regional counterparts. - Oversee regional performance including KPIs, financial outcomes, and organizational scaling.

Requirements - Bachelor's degree or equivalent experience. - 10+ years of related work experience with expert technical knowledge in the functional area, including 7+ years of management experience. - Proven track record leading global support organizations and senior leadership teams. - Experience defining strategy and driving large-scale operational and organizational improvements. - Strong analytical skills and the ability to translate data into strategic decisions. - Executive-level communication and stakeholder management capabilities.

Nice to have - Experience navigating complex, multinational environments and driving transformational change. - Deep understanding of support operations, scaling, customer experience strategy, product ecosystems, and industry trends.

Benefits and work setup - Remote position based in the United States with up to 10% travel. - Comprehensive global benefits coverage. - Generous paid parental leave in regions without government-mandated coverage, plus adoption and fertility support. - Competitive global time-off policies, wellness resources including a wellness allowance and mindfulness app access, dedicated employee culture groups, and volunteer days. - Ongoing professional development through talent development and cross-functional meetings, plus regular company-wide gatherings.