Vice President Customer Support

VICE PRESIDENT OF CUSTOMER SUPPORT

Location: Remote – Utah based preferred

Reports to: COO

Compensation: $140 - $160K + Bonus

We are a growing SaaS company that provides innovative digital solutions designed to help professionals and enterprises build stronger customer relationships and achieve measurable growth. Our platform brings together a wide range of tools in one centralized system, making it easier for clients to manage key aspects of their business with efficiency, compliance, and scalability. We are consistently recognized for our customer-first approach and our ability to help clients stay ahead in a rapidly changing digital environment.

Your Role:

As the Vice President of Customer Support, you’ll be the champion for our customers and the driving force behind their success, retention, and long-term growth. You will oversee a talented and expanding team responsible for managing the customer lifecycle post-implementation, ensuring an exceptional experience and maximum value delivery.

This is both a strategic and hands-on leadership role—balancing executive-level vision with the ability to step in and resolve complex, high-stakes customer situations. You’ll scale operations, mentor and develop leaders within your team, and collaborate cross-functionally with Sales, Product, Marketing, and other teams to strengthen the customer experience. As a member of the Executive Team, you will play a pivotal role in shaping company strategy and growth.

What You’ll Do:

·     Build, mentor, and inspire a high-performing customer support organization. Instill a culture of empathy, accountability, and continuous improvement while leveraging technology to scale operations.

·     Assess current operations, identify areas for improvement, and design and implement strategies that elevate customer experience and retention.

·     Represent the customer’s perspective in executive discussions with confidence, presence, and data-driven insights.

·     Lead the resolution of complex, high-stakes customer issues at the executive level while equipping your team to manage escalations effectively.

·     Partner with Sales, Product, and Marketing to expand adoption and drive revenue growth through exceptional customer experiences.

·     Ensure your team is supported with the training, tools, and processes they need to deliver consistent, high-value support at every stage of the customer journey.

What You’ll Bring:

·     10+ years in B2B customer support, ideally within SaaS or other cloud-based solutions.

·     Proven ability to engage and influence senior executives with strong executive presence.

·     Track record of managing escalations and complex customer situations at a senior level.

·     Strong leadership and mentoring skills, with experience developing teams from early-career to management-level.

·     Entrepreneurial mindset with the ability to shift seamlessly between strategic vision and tactical execution.

·     Technical understanding of SaaS environments and comfort working in fast-paced, evolving markets.

·     Bachelor’s degree in Business, Technology, or a related field.

Why Join?

You’ll join a collaborative, growth-oriented organization where customer success is at the heart of everything we do. We believe in investing in our people and empowering leaders to make a meaningful impact. Here, you’ll have the opportunity to shape the future of customer experience at a company that values innovation, integrity, and teamwork—while building something extraordinary together.