VP, Global Support & Technical Success
New
G
GainsightB2B SaaS
United StatesFull-TimeVp
SalaryUSD 225000 - 255000 / year
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Job Details
- Experience
- 10–15 years
- Required Skills
- Data AnalysisCross-functional Team LeadershipSaaSZendesk
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.
- Track record of leading global support teams with operational success in CSAT, SLA, and resolution metrics.
- Hands-on experience building or scaling AI-powered support operations, including knowledge base management and AI-assisted routing.
- Expertise in managing escalation frameworks, triage protocols, and cross-functional SLO negotiation.
- Strong data orientation with ability to build health dashboards and present trend analysis to executive audiences.
- Experience with support platforms like Zendesk or Forethought.
- Occasional travel up to 20% for team meetings, training, or company events.
Responsibilities
- Own the end-to-end customer support experience from issue intake to resolution to ensure high CSAT.
- Lead an AI-powered support model, including knowledge base management, intelligent routing, and AI-assisted triage.
- Partner with Technical Escalations to identify and resolve systemic, cohort-level patterns affecting multiple customers.
- Establish cross-functional SLOs with Engineering, Product, and Services to ensure accountability.
- Lead and develop regional support managers and specialists across a distributed model.
- Manage support health metrics to provide trend analysis and strategic insights to the CCO and ELT.
- Collaborate with CS leadership on early warning signal frameworks for proactive customer attention.
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