Director, Customer Support Systems
New
United StatesFull-TimeDirector
Salary152,800 - 259,200 USD per year
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Job Details
- Required Skills
- Artificial IntelligenceData AnalysisSalesforceStakeholder managementSaaSZendesk
Requirements
- Extensive experience in Enterprise Applications, Business Systems, or IT leadership within a high-growth SaaS or B2B software environment.
- Strong understanding of post-sales processes including Customer Support, Customer Success, renewals, and customer lifecycle management.
- Proven experience owning or leading platforms such as Zendesk, Salesforce Service Cloud, or Gainsight.
- Experience designing and managing integrations between customer success platforms, CRM systems, and enterprise data infrastructure.
- Strong ability to translate business needs into scalable technical system solutions and operational workflows.
- Advanced analytical skills with experience working with dashboards, data models, health scoring, and customer metrics.
- Demonstrated success leading globally distributed, remote-first teams.
- Strong communication and stakeholder management skills.
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent.
Responsibilities
- Lead the strategy, architecture, and execution of the global post-sales systems ecosystem supporting Customer Support, Customer Success, and Community operations.
- Own and optimize the Zendesk platform, ensuring high availability, scalable case routing, and effective integration with enterprise systems.
- Define and deliver a long-term roadmap for post-sales systems aligned with business objectives.
- Partner with post-sales leadership to evolve support operations toward proactive models.
- Design and improve end-to-end customer lifecycle systems, including onboarding, case management, renewals, and customer health workflows.
- Drive integration across platforms such as Salesforce, Gainsight, and internal data systems.
- Lead the adoption of AI and automation capabilities.
- Collaborate with Data and BI teams to strengthen reporting frameworks and customer health insights.
- Mentor and develop a distributed team of systems professionals.
- Establish governance and operational best practices for enterprise support systems.
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