[Remote] Vice President, Global Support Services & Customer Care

Note: The job is a remote job and is open to candidates in USA. TrueNAS is redefining enterprise storage by delivering proven data resilience, performance, and flexibility. The Vice President, Global Support Services & Customer Care is responsible for leading TrueNAS’s global customer support and care functions, ensuring a consistent, high-quality customer experience across all touchpoints.

Responsibilities

• Define and execute a multi-year strategy for global Support and Customer Care operations, driving digital transformation, self-service adoption, and support automation to scale the organization efficiently while reducing cost-to-serve and improving gross margin contribution to achieve world-class service standards
• Act as the primary executive contact representing customer interests across the business
• Partner with Operations, Engineering, Product, and Sales leadership to support growth and adoption
• Establish clear expectations for product capabilities, service delivery, and customer outcomes, including customer retention, renewal execution, and expansion opportunities in partnership with Sales
• Partner with Sales on renewals and expansions while maintaining clear ownership boundaries, governance, and alignment on account strategy and commercial execution
• Operate within approved annual budgets and workforce plans; all headcount increases, promotions, and compensation adjustments must follow companywide Finance and HR governance processes
• Oversee global technical support operations for all TrueNAS products and platforms
• Oversee 24/7 global support delivery, ensuring the consistent achievement of world-class Customer Satisfaction (CSAT) and Customer Effort Score (CES) targets. Drive the evolution from reactive to proactive and predictive support models
• Serve as the executive escalation point for critical customer accounts and high-severity incidents
• Ensure customer and product SLAs are met or exceeded
• Own customer health frameworks, including segmentation, risk identification, and proactive churn-prevention strategies for enterprise and strategic accounts
• Lead the Professional Services organization, including onsite deployments and advanced engagements, with accountability for utilization, margin, and delivery efficiency
• Manage key partners and vendors supporting customer deployment and services
• Establish and maintain certification programs for partners and customers deploying TrueNAS products
• Ensure services align with customer expectations and product capabilities, and support long-term customer value realization, renewals, and expansion outcomes
• Work closely with Engineering, Hardware, Product, and Sales teams to align customer expectations
• Represent customer needs, product performance, and product quality in executive planning
• Drive feedback loops between customers and internal teams to improve reliability and supportability
• Drive continuous improvement of support processes, leveraging AI/ML, self-service portals, and robotic process automation (RPA) to optimize workflows and significantly reduce customer effort and time-to-resolution (TTR)
• Ensure operations are managed through Salesforce, SAP, and other internal enterprise systems
• Own ISO, QMS, and support-related compliance standards on behalf of the customer care organization
• Advocate for root-cause analysis and corrective actions for recurring customer and product issues
• Define, monitor, and enforce a balanced scorecard of KPIs, focusing on both lagging indicators (e.g., SLA, CSAT) and leading indicators (e.g., self-service adoption, case deflection rate, first contact resolution), alongside financial metrics including cost-to-serve, support margin, and budget adherence, as well as customer retention, renewal rates, churn, and net revenue retention (NRR) as a primary success metric
• Provide regular executive-level reporting on support health, customer risk, and improvement initiatives
• Use data-driven insights to guide operational and strategic decisions
• Provide quarterly executive and Board-level reporting on customer health, retention risk, renewal outlook, and strategic accounts
• Forecast renewal and retention risk in partnership with Finance and Sales, including early-warning indicators and mitigation plans
• Willingness and ability to travel up to 25% as required to support business, customer, and team needs
• Handle sensitive and confidential information with the utmost discretion and integrity

Skills

• Bachelor's degree in Engineering, Computer Science, Business Administration, or equivalent experience
• 10+ years of experience leading teams in a customer-facing or operational role, with at least 5 years operating at a VP or equivalent executive level in a high-growth, enterprise B2B software or hardware company with direct accountability for customer outcomes
• Ability to multitask, prioritize, and work effectively under pressure in a fast-paced environment with competing operational and strategic demands
• High level of professionalism, discretion, and emotional intelligence when engaging with executives, customers, and Board-level stakeholders
• Extensive experience supporting and operating within enterprise data storage and IT networking organizations or similarly complex enterprise infrastructure environments
• Demonstrated success in scaling a global support organization (3x-5x growth) while simultaneously improving key quality metrics (CSAT, CES) driving customer retention, and lowering cost-to-serve
• An equivalent combination of professional experience and demonstrated leadership capability that delivers the knowledge, skills, and abilities described above
• Excellent verbal and written communication skills, with the ability to engage effectively with executives, customers, and cross-functional teams
• Ability to manage complex and critical customer situations both with the customers and with internal teams
• Excellent organizational and managerial skills
• Ability to build trusted and proactive relationships with major TrueNAS accounts
• Proven ability to set long-term strategic goals and translate them into actionable plans
• Ability to build, motivate, and lead high-performing, globally distributed teams
• Strong analytical and problem-solving skills, with a data-driven approach to improving customer outcomes
• Ability to manage multiple priorities and initiatives in a fast-paced environment
• Strong business acumen with experience aligning customer success initiatives to company objectives, including renewals, expansion outcomes, and net revenue retention (NRR) in enterprise B2B environments
• Strong financial acumen, including experience managing operating budgets, headcount planning, and cost optimization in global support organizations
• Strong Experience in Digital Transformation for Support: Proven track record of successfully implementing large-scale support automation (AI/ML chatbots, routing) and advanced self-service strategies to drive case deflection and scale operations
• Customer Effort Reduction Focus: Deep understanding of modern support metrics (e.g., Customer Effort Score, Net Promoter Score) and a proven ability to design service experiences that prioritize ease of use for the customer
• Vendor and Technology Management: Extensive experience selecting, integrating, and managing complex support technology stacks, including CRM (Salesforce/SAP), knowledge management systems, and emerging support tools
• Global Support Model Design: Expertise in designing and managing scalable, resilient 24/7/365 global support models that effectively utilize follow-the-sun strategies and leverage resources across multiple international sites (U.S., Manila, etc.)
• Previous experience at a mid-size technology company is preferred

Benefits

• Health, dental, vision, disability, and life insurance
• Paid time-off
• 401(k)
• Health and flexible spending accounts
• Stock purchase plan and more

Company Overview