Vice President of Customer Support and Professional Services
Remote · United States
Job Summary
Executive-level VP to own the customer support and professional services function for a growth-stage SaaS company serving nonprofits and associations. Owns post-sale lifecycle from onboarding through training, integrations, and ongoing support; builds a blended Tier 1/2 support team; optimizes Zendesk workflows, escalation paths, SLAs, and knowledge management; designs a scalable escalation framework to reduce unnecessary escalations to engineering/product; defines and reports key metrics (CSAT, time to resolution, ticket volumes, escalation rates) to the CEO and leadership; partners with Customer Success, Sales, and Product to ensure post-sale lifecycle alignment; and scales professional services delivery to ensure consistent, high-quality customer outcomes.
Required Qualifications
- 7–12 years of experience in customer support or post-sales leadership
- Director or Senior Director level experience at a $50M+ ARR SaaS company
- Strong track record leading support transformations (diagnosing root causes, redesigning workflows, scalable operating models)
- Hands-on experience with Zendesk or comparable platforms
- Experience managing distributed or offshore/contracted support staff
- Data-oriented with metrics-driven decision making
- Cross-functional collaboration skills with Customer Success, Sales, and Product
- Comfortable operating in a fast-scaling, PE-backed environment with high leadership visibility
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.