Senior Director, International Customer Experience

Bachelor’s degree in Business, Management, or related field; advanced degree preferred. 10+ years in customer experience, customer success, technical support, professional services or related post-sales functions. 7+ years in a senior leadership role managing global or multi-regional teams. Demonstrated ability to lead cross-functional, geographically distributed teams. Strong operational management skills. Track record of improving customer satisfaction, retention, and engagement. Experience partnering with Product, Sales, Marketing, and Development teams. Expertise in developing and delivering scalable training, communication, and support programs. Strong problem-solving and decision-making skills. Excellent communication, presentation, and interpersonal skills. Data-driven approach to monitoring performance. Familiarity with customer support platforms, CRM systems, and knowledge base tools. Ability to balance strategic vision with hands-on operational oversight.

Provide strategic leadership for global post-sales functions. Improve business processes to enhance customer support. Optimize operational efficiencies and customer experience. Foster collaboration among global support, success, and professional services teams. Partner with Marketing and Sales on customer communications. Maintain up-to-date expertise in company products and services. Oversee global support team, ensuring timely and responsive support. Ensure customer success teams monitor customer health and retention. Oversee professional services, including training and implementation. Act as a coach to the leadership team. Set strategic priorities for the global business.