Partner and Paid Support Director

About the Role

Key Responsibilities

• Oversee three critical programs—Paid Support, Partner Support, and Top 500 Customer Experience—ensuring alignment with leadership and organizational objectives.
• Drive strategic collaboration within the organization and with customers to foster innovation and operational excellence across support initiatives.
• Lead transformative strategies that elevate customer satisfaction and deepen relationships with clients and partners.
• Manage stakeholder relationships, including internal teams and external customers and partners, to ensure proactive communication and transparency.
• Align support program execution with business objectives and measure success through KPIs and data analysis.
• Identify, assess, and mitigate risks across support programs by developing proactive strategies, escalation frameworks, and contingency plans.

Requirements

• 12+ years of professional experience managing large-scale, cross-functional support programs with a focus on customer experience.
• Proven leadership experience in supporting and managing support programs such as Paid Support and Partner Support.
• Strong stakeholder management skills, including building relationships with executive leadership and key customers.
• Expertise in driving organizational alignment and fostering collaboration across departments like Account Management, Customer Success, Sales, and Support.
• Deep understanding of customer support trends, best practices, and proactive, scalable solutions.
• Experience in program management, risk management, and leveraging data and KPIs to inform strategy and measure success.
• Ability to lead change and innovation in a fast-paced, evolving environment.

Nice to Have

• Experience with support program tools and technologies.
• Strong analytical mindset with experience in data-driven decision making.
• Change management expertise in dynamic environments.

Qualifications

• Proven leadership in managing large-scale, cross-functional support programs.
• Strong stakeholder management and relationship-building skills.
• Experience in driving organizational alignment and strategic support initiatives.

Benefits & Perks

• Annual base salary range of $208,000 — $299,000 USD, with bonus/equity potential.
• Hybrid role requiring in-office presence 3 days per week (Tue-Thur).
• Multiple insurance options including dental, medical, vision, disability, and life insurances.
• Equity + ESPP, flexible PTO, flexible spending accounts, commuter benefits, and wellness benefits.
• Adoption and parental leave benefits.