Vice President, Customer Support Experience

Sitecore • Manchester, NH

63d • Hybrid

About The Position

At Sitecore, we believe exceptional customer experiences start with exceptional support. We're looking for a Global Vice President, Customer Support Experience to lead, inspire, and scale our world-class support organisation. This is a rare opportunity to shape how thousands of customers experience Sitecore every day, bringing together innovation, empathy, and operational excellence to deliver outcomes that truly matter. This is a customer-facing role - you'll regularly engage with customers across the globe to build trusted relationships, understand their evolving needs, and take accountability for their overall service experience. You'll be a true customer champion, ensuring their voice is heard at every level of Sitecore and that customer centricity remains at the heart of every decision we make. We welcome candidates from all backgrounds who share our belief that diversity drives better ideas, better products, and better results. If you're passionate about driving change and building an inclusive culture where every customer and every team member feels valued, we'd love to meet you.

Requirements

• Proven success leading global customer support teams within SaaS or technology-driven environments.
• A passion for operational excellence - driving process maturity, measuring performance, and delivering continuous improvement.
• Demonstrated experience in leveraging AI and automation to improve support efficiency and customer satisfaction.
• Strong analytical and problem-solving skills, with the ability to turn data into meaningful action.
• A natural collaborator who builds trust across teams and cultures.
• Excitement for Sitecore's products, customers, and mission to be recognised for the best customer experience in SaaS.
• The curiosity, creativity, and courage to challenge the status quo and drive transformation.

Responsibilities

• Lead with purpose: Define and execute a bold global support strategy that elevates the customer experience and aligns with Sitecore's mission to deliver the best customer experience in SaaS.
• Be customer-facing: Meet with customers around the world to build deep relationships, understand their challenges, and take ownership of their end-to-end support experience. Act as their advocate within Sitecore, driving continuous improvement and transparency.
• Drive Operational Excellence: Build maturity in our support processes, define meaningful operational KPIs, and ensure they're tied to top-level business performance. Analyse support trends, identify root causes, and hold senior stakeholders accountable for solving systemic issues and reducing case volume.
• Champion Agentic AI: Lead the adoption of humanless support capabilities powered by AI. Demonstrate measurable improvements in customer experience, productivity, and efficiency through the thoughtful integration of Agentic AI into our operations.
• Foster collaboration: Partner across Product, Engineering, Sales, and Customer Success to ensure a seamless end-to-end customer journey.
• Build culture and capability: Develop, mentor, and inspire a global team of support professionals who are passionate about customer advocacy, continuous improvement, and learning.
• Be a change agent: Lead a global team through significant organisational change while increasing customer satisfaction, enhancing service delivery, and deepening customer engagement. Act as a creative and dynamic leader whose impact extends beyond functional boundaries - shaping culture, inspiring innovation, and influencing how Sitecore delivers value to every customer.

Benefits

• We offer competitive compensation, comprehensive benefits, and opportunities for growth in a global, inclusive culture that values both results and wellbeing.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Industry: Administrative and Support Services
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees