Customer Success

Proofpoint•Sunnyvale, CA

1d•Hybrid

About The Position

The Vice President of Threat Protection Customer Support is responsible for defining and executing the global customer support strategy for a high-growth cybersecurity organization. This executive leader will drive customer satisfaction, operational excellence, technical support innovation, and business scalability across a worldwide support organization. Reporting to the VP, Global Customer Support & Operations, the VP of Threat Protection Customer Support will lead a global team responsible for delivering exceptional support experiences through a combination of technical expertise, customer advocacy, AI-powered service delivery, and operational rigor. This role serves as a key member of the Customer Success leadership team and acts as the voice of the customer across Product Management, Engineering, Sales, Security Operations, and Executive Leadership.

Requirements

Global customer support strategy definition and execution
Customer satisfaction, operational excellence, technical support innovation, and business scalability
Leading a global team for exceptional support experiences
Technical expertise, customer advocacy, AI-powered service delivery, and operational rigor
Voice of the customer across Product Management, Engineering, Sales, Security Operations, and Executive Leadership
Multi-year vision and roadmap for global customer support
Support strategies to improve customer retention, product adoption, and overall customer experience
Transformation initiatives leveraging AI, automation, self-service, and predictive support capabilities
Scalable operating models for company growth, acquisitions, and new product introductions
Customer-centric decision-making
Proactive identification of customer risk, reduction of friction, and improvement of business outcomes
Monitoring and improvement of customer satisfaction metrics (CSAT, NPS, retention, support experience)
Representing customer feedback and support trends to executive leadership and product teams
Differentiated support offerings aligned to customer segments and service levels
Worldwide 24x7 technical support organization with follow-the-sun models
Accountability for service level agreements, response times, resolution times, backlog management, and escalation handling
Operational frameworks, support processes, and governance mechanisms for consistent global service delivery
Optimization of organizational structure, workforce planning, and capacity management
Management of support budgets balancing customer experience and operational efficiency
Adoption of AI, analytics, automation, and knowledge management capabilities
Deep expertise in cybersecurity technologies, cloud services, integrations, and emerging threats
Proactive support capabilities using telemetry, monitoring, and predictive analytics
Continuous improvement initiatives focused on reducing customer effort and accelerating issue resolution
Partnership with Product Management, Engineering, Security Operations, Customer Success, and Professional Services
Closed-loop processes for translating customer issues, feature requests, and support data into product enhancements
Collaboration with Sales and Customer Success leadership on retention, expansion, renewals, and executive customer engagements
Recruitment, development, and retention of world-class support leaders and technical talent
Leadership pipelines and succession plans for critical roles
Fostering a high-performance culture focused on accountability, collaboration, and inclusion

Responsibilities

Define and execute a multi-year vision and roadmap for global customer support.
Develop support strategies that improve customer retention, product adoption, and overall customer experience.
Drive transformation initiatives leveraging AI, automation, self-service, and predictive support capabilities.
Build scalable operating models that support company growth, acquisitions, and new product introductions.
Champion customer-centric decision-making across the organization.
Establish programs to proactively identify customer risk, reduce friction, and improve business outcomes.
Monitor and improve customer satisfaction metrics, including CSAT, NPS, retention, and support experience measures.
Represent customer feedback and support trends for executive leadership and product teams.
Establish differentiated support offerings aligned to customer segments and service levels.
Lead a worldwide 24x7 technical support organization utilizing follow-the-sun support models.
Drive accountability for service level agreements, response times, resolution times, backlog management, and escalation handling.
Establish operational frameworks, support processes, and governance mechanisms to ensure consistent service delivery globally.
Optimize organizational structure, workforce planning, and capacity management.
Manage support budgets while balancing customer experience and operational efficiency.
Drive adoption of AI, analytics, automation, and knowledge management capabilities to improve support outcomes.
Ensure support teams maintain deep expertise in cybersecurity technologies, cloud services, integrations, and emerging threats.
Establish proactive support capabilities using telemetry, monitoring, and predictive analytics.
Lead continuous improvement initiatives focused on reducing customer effort and accelerating issue resolution.
Partner closely with Product Management, Engineering, Security Operations, Customer Success, and Professional Services to improve customer outcomes.
Create closed-loop processes that translate customer issues, feature requests, and support data into product enhancements.
Collaborate with Sales and Customer Success leadership on retention, expansion, renewals, and executive customer engagements.
Recruit, develop, and retain world-class support leaders and technical talent.
Build leadership pipelines and succession plans for critical roles.
Foster a high-performance culture focused on accountability, collaboration and inclusion.