Senior Director, Customer Support & Success

• Act as the strategic technology partner for Customer Support, Success and Professional Services leadership, translating business objectives into a cohesive technology roadmap.
• Lead the delivery of technology solutions supporting service case management, field and implementation services, project delivery, time tracking, customer support and engagement.
• Oversee a portfolio of platforms, including CRM (e.g., Salesforce Service Cloud, Customer Experience Cloud), PSA tools (e.g., FinancialForce, Mavenlink, or similar), customer portals, knowledge bases, and AI-powered support solutions.
• Drive digital transformation by enabling automation, data-driven decision-making, and proactive customer engagement strategies across both functions.
• Collaborate cross-functionally with product, engineering, and Digital to ensure seamless integration and adoption of tools across systems and workflows.
• Manage vendor relationships and technology partnerships related to service delivery and support platforms.
• Manage a set of shared services, including UX/UI design, systems integration, security oversight, and environment management.
• Define strategy for implementing AI capabilities across the Customer Experience pillar, leveraging automation, intelligent workflows, and predictive analytics to improve service efficiency, personalization, and customer satisfaction.
• Partner with F5 Product and engineering, and Enterprise Architecture and Data teams to ensure cohesive governance, architecture, and delivery.
• Build, lead, and mentor a high-performing team of technology professionals and manage key vendor and partner relationships.
• Define and monitor KPIs for platform performance, service delivery efficiency, customer satisfaction, and employee productivity.
• Ensure all technology initiatives comply with enterprise security, privacy, and governance standards.

• 10–15+ years of experience in technology leadership roles, with a strong background supporting Customer Support and/or Professional Services functions.
• Demonstrated success in delivering complex enterprise solutions across CRM, PSA, knowledge management, and customer engagement platforms.
• Deep understanding of tools and processes used in customer support (e.g., Salesforce Service Cloud, Zendesk) and professional services (e.g., FinancialForce, Mavenlink, or equivalent PSA tools).
• Familiarity with automation and AI/ML applications in service operations (e.g., virtual agents, intelligent routing, predictive support).
• Strong ability to align technology strategy with business goals and drive adoption across global teams.
• Excellent leadership, communication, and stakeholder management skills.
• Bachelor’s degree in Computer Science, Information Systems, or related field; MBA or advanced degree is a plus.

Preferred Experience

• Experience in enterprise SaaS or technology-driven companies.
• Strong understanding of the Go-To-Market (GTM) ecosystem and how support and services fit into the customer lifecycle.
• Background in digital transformation and cross-functional program leadership.