Vice President, Global Support Services & Customer Care

Position Overview

The Vice President, Global Support Services & Customer Care, reporting to the Chief Operations Officer, leads and unifies TrueNAS’s global customer support, customer success, and professional services functions across the full customer lifecycle—from onboarding and adoption through renewal, expansion, and retention.

This executive leader ensures a consistent, high-quality customer experience across all touchpoints while maintaining strong operational discipline, cost-to-serve efficiency, and budget governance. The role also serves as the senior escalation authority for critical accounts and a key voice of the customer within the organization.

This role is based in Campbell, CA.

On-target earnings: $200,000 – $350,000 USD annually

Final compensation will depend on location, experience, and qualifications.

TrueNAS offers a comprehensive benefits package including health, dental, vision, disability and life insurance, paid time off, 401(k), flexible spending accounts, employee stock purchase plan, and more.

Posting Timeline: This position will remain open for a minimum of 5 days and a maximum of 90 days.

• Define and execute a multi-year strategy for global customer support and customer success operations
• Drive digital transformation initiatives including automation, AI-enabled support, and self-service capabilities
• Serve as the executive voice of the customer across Product, Engineering, Sales, and Operations
• Partner with Sales leadership to support renewals, expansion opportunities, and long-term customer value
• Manage organizational budgets, workforce planning, and operational governance

• Lead global technical support for all TrueNAS platforms
• Ensure 24/7 enterprise support coverage and achievement of CSAT, CES, and SLA targets
• Drive evolution from reactive support to proactive and predictive customer engagement
• Serve as the executive escalation point for critical incidents and strategic accounts
• Develop customer health frameworks to identify risk and prevent churn

• Lead the Professional Services organization, including deployments and advanced engagements
• Drive utilization, delivery efficiency, and services margin
• Manage partners and vendors supporting customer deployments
• Establish certification programs for partners and customers deploying TrueNAS solutions

• Collaborate closely with Engineering, Product, Hardware, and Sales teams
• Represent customer insights and operational data in executive planning
• Establish strong feedback loops to improve product reliability and customer outcomes

• Improve support operations through automation, AI/ML tools, and optimized workflows
• Ensure operational alignment across enterprise systems such as Salesforce and SAP
• Maintain compliance with ISO, QMS, and other quality standards
• Lead root-cause analysis programs to prevent recurring issues

• Establish KPIs including CSAT, SLA performance, case deflection, and first contact resolution
• Track financial performance metrics such as cost-to-serve and support margin
• Monitor retention metrics including renewal rates, churn, and Net Revenue Retention (NRR)
• Deliver regular executive and board-level reporting on customer health and operational performance
• Forecast renewal and retention risk in partnership with Finance and Sales

• Travel up to 25% as needed
• Handle confidential information with discretion and integrity

• Bachelor’s degree in Engineering, Computer Science, Business Administration, or equivalent experience
• 10+ years leading customer-facing or operational teams
  , including 5+ years at the VP or equivalent executive level
• Experience in enterprise B2B software, hardware, or infrastructure companies
• Proven success scaling global support organizations while improving CSAT and reducing cost-to-serve
• Deep experience supporting enterprise storage, networking, or similar infrastructure technologies

• Customer success strategy and retention management
• Support automation and digital transformation initiatives
• Financial management, budgeting, and operational efficiency
• Vendor and technology stack management (CRM, knowledge systems, support platforms)
• Strong executive communication and leadership across global teams

You can review the full posting here -