Director, Customer Support Systems

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Lead the strategy, architecture, and execution for the technology ecosystem supporting Customer Success, Support, and Community functions.
• 2
  Define and deliver a multi-year roadmap for post-sales systems that aligns with business goals and is measured through retention, expansion, and customer experience outcomes.
• 3
  Take operational ownership of the global Zendesk environment, ensuring high availability, strong case routing, and effective integration with customer relationship management and internal engineering workflows.
• 4
  Partner with post-sales leaders to improve support technology, moving from a reactive ticket management approach to a more proactive model focused on self-service, case deflection, and faster resolution.
• 5
  Design scalable processes across the customer lifecycle, including onboarding, customer health, case management, renewals, and related post-sales workflows.

RequirementsAI-extracted

• Significant experience in Enterprise Applications or Business Systems, including strong leadership experience in a high-growth business-to-business software environment.
• Strong knowledge of post-sales business processes, including customer success, support, renewals, and the broader customer lifecycle.
• Proven experience owning or leading major customer-facing platforms such as Zendesk, Service Cloud, or Gainsight.
• Ability to work effectively across technical and business teams, influence senior stakeholders, and translate strategic goals into practical system improvements.
• Strong analytical skills and comfort working with data models, health scoring frameworks, dashboards, and operational reporting used to guide customer decisions.

Perks & BenefitsAI-extracted