VP, Global Support & Technical Success
New
G
GainsightSaaS Customer Success
This role is a remote role based in the USA.Full-TimeVp
Salary$225K - $255K
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Job Details
- Experience
- 10–15 years
- Required Skills
- Data AnalysisCustomer SuccessSaaSZendesk
Requirements
- 10–15 years of experience in support, technical services, or customer operations leadership.
- Bachelor’s degree in a relevant field or equivalent combination of education and experience.
- Proven track record leading global support teams in a distributed model (e.g., US and India).
- Strong outcomes in managing CSAT, SLA, and resolution metrics.
- Hands-on experience scaling AI-powered support operations including knowledge base management and AI-assisted routing.
- Experience managing escalation frameworks, triage protocols, and cross-functional SLO negotiation.
- Strong data orientation with ability to build support health dashboards and perform trend analysis.
- Familiarity with support platforms like Zendesk or Forethought.
- Ability to travel up to 20% for team meetings, training, or company events.
Responsibilities
- Own the end-to-end customer support experience from issue identification to resolution.
- Lead a fully operational AI-powered support model including knowledge management, intelligent routing, and AI-assisted triage.
- Partner with Technical Escalations to feed systemic issue patterns back to Product and Engineering.
- Establish and manage cross-functional SLOs with Engineering, Product, and Services teams.
- Lead, develop, and retain a team of regional support managers and specialists across US, Europe, and India.
- Analyze support health metrics and CSAT to surface customer pain signals to executive leadership.
- Collaborate with CS leadership on early warning signal frameworks to proactively support at-risk customers.
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