Job Summary
The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.
You’ll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.
Responsibilities
Customer Strategy & Experience
- Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.
- Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.
- Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.
- Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.
- Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.
Operational Excellence & Innovation
- Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.
- Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.
- Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.
- Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.
- Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.
Team Leadership & Culture
- Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.
- Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.
- Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.
Financial & Cross-Functional Leadership
- Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.
- Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.
- Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.
- Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.
Qualifications
- 15+ years of progressive leadership experience in global customer support or technical services roles.
- Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability
- Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle
- Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes
- Demonstrated success building high-performing, inclusive teams and leading through organizational change
- Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies
- Exceptional communication and executive presence, with the ability to influence stakeholders at all levels
- Passion for customer advocacy and ongoing service innovation
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