Customer Success

** Vice President, Customer Support Threat Protection*
* ** About the Company
** We are a leading cybersecurity company committed to protecting people, data, and organizations from today's most advanced threats. Our mission is to help customers operate securely and confidently through innovative cloud-based security solutions, world-class services, and an unwavering focus on customer success.  
** Position Summary
** 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.  
*
* Key Responsibilities:

**** Strategic Leadership*
* • 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.  
** Customer Experience & Advocacy*
* • 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. Global Support Operations
• 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.
** Technical Excellence & Innov
** ation
• 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. Cross-Functional Leadership
• 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. Talent &…