Head of Customer Success

Leading the strategy and performance of a global software support function, the full-time Global Head of Customer Support will manage a distributed team providing technical support while driving service quality and collaborating with cross-functional teams in a remote environment. Key Responsibilities Define and execute the customer support strategy and service frameworks aligned with ITIL best practices Lead and develop the global support team, ensuring growth in line with portfolio expansion Own end-to-end service delivery, including incident, problem, and change management Required Qualifications Minimum 8 years of experience in customer support or technical support, with at least 3 years in leadership roles within SaaS or software businesses Experience managing managers or team leads and growing a support function over time Working knowledge of ITIL and service management best practices Strong technical acumen across SaaS architectures and cloud environments (AWS and Microsoft Azure) Data-driven approach with experience using support KPIs, SLAs, and CSAT/NPS for performance improvement