Vice President, Global Support Services & Customer Care

Job Description

Job Description

Description

TrueNAS is redefining enterprise storage by delivering proven data resilience, performance, and flexibility without the complexity or constraints of legacy solutions. As the most deployed storage platform in the world, TrueNAS already powers critical data storage infrastructure for businesses, research institutions, and government agencies across 140+ countries and millions of users. Our mission is simple: to become the most trusted name in data storage.

Originally founded in Silicon Valley in 2002 under the name iXsystems, TrueNAS is a profitable, independent company with a culture rooted in trust, curiosity, technical excellence, and continuous improvement. Whether you work remotely or on-site, you’ll be part of a team that values collaboration and meaningful impact - where people come before profit, and bold ideas drive the future of data infrastructure.

If you’re ready to help shape the future of enterprise storage, we’d love to connect.

Position Overview: The Vice President, Global Support Services & Customer Care s , reporting to the Chief Operation Officer, is responsible for leading and unifying TrueNAS’s global customer support, customer care, and professional services functions across the full customer lifecycle, from onboarding and adoption through renewal, expansion, and retention. This executive role ensures a consistent, high-quality customer experience across all touchpoints, while maintaining cost-to-serve discipline and operating within approved budgets, serving as the senior escalation authority for critical accounts and a key voice of the customer within the business.

This role is based in Campbell, CA. 

Base Pay Range

The on-target-earnings of this position is $200,000 to  $350,000 USD annually.

Please note that the provided range reflects the pay spectrum for positions within the same job category as the one to which this position belongs. The final offer will consider various factors, such as location, education, and prior experience, to ensure a comprehensive and fair compensation assessment. 

TrueNAS offers a comprehensive package of benefits including health, dental, vision, disability, and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.

Expected Posting Timelines

This position will be open for a minimum of 5 days, a maximum of 90 days.

The Day-to-Day

The essential functions and responsibilities for this position include, but are not limited to, the following. Other duties may be assigned as needed.

Executive Leadership & Strategy:

• Define and execute a multi-year strategy for global Support and Customer Care operations, driving digital
  transformation, self-service adoption, and support automation to scale the organization efficiently while reducing cost-to-serve and improving gross margin contribution to achieve world-class service standards.
• Act as the primary executive contact representing customer interests across the business.
• Partner with Operations, Engineering, Product, and Sales leadership to support growth and adoption.
• Establish clear expectations for product capabilities, service delivery, and customer outcomes, including  customer retention, renewal execution, and expansion opportunities in partnership with Sales.
• Partner with Sales on renewals and expansions while maintaining clear ownership boundaries, governance, and alignment on account strategy and commercial execution.
• Operate within approved annual budgets and workforce plans; all headcount increases, promotions, and compensation adjustments must follow companywide Finance and HR governance processes.

Customer Support & Technical Operations:

• Oversee global technical support operations for all TrueNAS products and platforms.
• Oversee 24/7 global support delivery, ensuring the consistent achievement of world-class Customer Satisfaction (CSAT) and Customer Effort Score (CES) targets. Drive the evolution from reactive to proactive and predictive support models.
• Serve as the executive escalation point for critical customer accounts and high-severity incidents.
• Ensure customer and product SLAs are met or exceeded.
• Own customer health frameworks, including segmentation, risk identification, and proactive churn-prevention strategies for enterprise and strategic accounts.

Professional Services & Partner Management:

• Lead the Professional Services organization, including onsite deployments and advanced engagements, with accountability for utilization, margin, and delivery efficiency.
• Manage key partners and vendors supporting customer deployment and services.
• Establish and maintain certification programs for partners and customers deploying TrueNAS products.
• Ensure services align with customer expectations and product capabilities, and support long-term customer
  value realization, renewals, and expansion outcomes.

Cross-Functional Alignment & Product Expectations:

• Work closely with Engineering, Hardware, Product, and Sales teams to align customer expectations.
• Represent customer needs, product performance, and product quality in executive planning.
• Drive feedback loops between customers and internal teams to improve reliability and supportability.

Process, Systems & Quality Management:

• Drive continuous improvement of support processes, leveraging AI/ML, self-service portals, and robotic process automation (RPA) to optimize workflows and significantly reduce customer effort and time-to-resolution (TTR).
• Ensure operations are managed through Salesforce, SAP, and other internal enterprise systems.
• Own ISO, QMS, and support-related compliance standards on behalf of the customer care organization.
• Advocate for root-cause analysis and corrective actions for recurring customer and product issues.

Metrics, Reporting & Operational Excellence:

• Define, monitor, and enforce a balanced scorecard of KPIs, focusing on both lagging indicators (e.g., SLA, CSAT) and leading indicators (e.g., self-service adoption, case deflection rate, first contact resolution), alongside financial metrics including cost-to-serve, support margin, and budget adherence,  as well as customer retention, renewal rates, churn, and net revenue retention (NRR) as a primary success metric.
• Provide regular executive-level reporting on support health, customer risk, and improvement initiatives
• Use data-driven insights to guide operational and strategic decisions.
• Provide quarterly executive and Board-level reporting on customer health, retention risk, renewal outlook, and strategic accounts.
• Forecast renewal and retention risk in partnership with Finance and Sales, including early-warning indicators and mitigation plans.

Travel:

• Willingness and ability to travel up to 25% as required to support business, customer, and team needs.

Confidentiality:

• Handle sensitive and confidential information with the utmost discretion and integrity.

Education and Experience

We have identified the following programs, experience, and knowledge that have helped others find success in this role at TrueNAS. We understand, though, that knowledge comes from many forms of learning and experiences. Above all, we consider a person’s potential impact in the role and value their unique path to this point in their career.

• Bachelor’s degree in Engineering, Computer Science, Business Administration, or equivalent experience.
• 10+ years of experience leading teams in a customer-facing or operational role, with at least 5 years operating at a VP or equivalent executive level in a high-growth, enterprise B2B software or hardware company with direct accountability for customer outcomes.
• Previous experience at a mid-size technology company is preferred
• Ability to multitask, prioritize, and work effectively under pressure in a fast-paced environment with competing operational and strategic demands.
• High level of professionalism, discretion, and emotional intelligence when engaging with executives, customers, and Board-level stakeholders.
• Extensive experience supporting and operating within enterprise data storage and IT networking organizations or similarly complex enterprise infrastructure environments.
• Demonstrated success in scaling a global support organization (3x-5x growth) while simultaneously improving key quality metrics (CSAT, CES) driving customer retention,  and lowering cost-to-serve.
• An equivalent combination of professional experience and demonstrated leadership capability that delivers the knowledge, skills, and abilities described above.
• Excellent verbal and written communication skills, with the ability to engage effectively with executives, customers, and cross-functional teams
• Ability to manage complex and critical customer situations both with the customers and with internal teams.
• Excellent organizational and managerial skills
• Ability to build trusted and proactive relationships with major TrueNAS accounts
• Proven ability to set long-term strategic goals and translate them into actionable plans
• Ability to build, motivate, and lead high-performing, globally distributed teams
• Strong analytical and problem-solving skills, with a data-driven approach to improving customer outcomes
• Ability to manage multiple priorities and initiatives in a fast-paced environment
• Strong business acumen with experience aligning customer success initiatives to company objectives, including renewals, expansion outcomes, and net revenue retention (NRR) in enterprise B2B environments.
• Strong financial acumen, including experience managing operating budgets, headcount planning, and cost optimization in global support organizations.
• Strong Experience in Digital Transformation for Support: Proven track record of successfully implementing large-scale support automation (AI/ML chatbots, routing) and advanced self-service strategies to drive case deflection and scale operations.
• Customer Effort Reduction Focus: Deep understanding of modern support metrics (e.g., Customer Effort Score, Net Promoter Score) and a proven ability to design service experiences that prioritize ease of use for the customer.
• Vendor and Technology Management: Extensive experience selecting, integrating, and managing complex support technology stacks, including CRM (Salesforce/SAP), knowledge management systems, and emerging support tools.
• Global Support Model Design: Expertise in designing and managing scalable, resilient 24/7/365 global support models that effectively utilize follow-the-sun strategies and leverage resources across multiple international sites (U.S., Manila, etc.)

Equal Employment Opportunity:

iXsystems DBA TrueNAS, Inc provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.