Title: Senior Director, Customer Support
Location: United States; Remote
Experience: Senior Director Level
Job Function: Support
Employment Type: Full-Time
Industry: Computer & Network Security
About the position
The Senior Director, Customer Support is responsible for a specific region (Americas, EMEA, APAC) within the support organization. The individual will work closely with the VP of Support to define an implement strategy that elevates customer success ensuring world-class support. This role requires long-term vision, ensuring organizational performance across-functional influence, and partnering with the global support leadership team and other executives to continually improve the customer support and product experience.
Applicants must be legally authorized to work in the United States.
Responsibilities
- Drive the regional customer support strategy, ensuring alignment with company and global goals including customer lifecycle outcomes
- Point of contact for customer escalations
- Help define long-term strategies to improve customer satisfaction, retention, and growth
- Ensure scalability, consistency, and operational excellence within the region
- Drive adoption of best practices and performance frameworks
- Own regional problem management strategy, ensuring systemic issues are proactively identified
- Leverage support data and trends to ensure team is achieving the defined performance metrics
- Drive initiatives that reduce support demand and improve overall customer experience
- Provide executive oversight of critical incidents and escalations, ensuring alignment across leadership teams
- Ensure effective executive communication during high-impact events
- Partner with the VP of Support to establish support strategies that meet or exceed company priorities and growth objectives
- Lead and develop senior leaders, building a strong leadership pipeline within Keyfactor
- Work with regional counterparts, ensuring consistent execution, knowledge sharing, and operational excellence
- Oversee regional performance, including KPIs, financial outcomes, and organizational scaling
Skills and Qualifications
- Bachelor's degree or equivalent experience
- 10+ years of related work experience, expert technical knowledge within their functional area(s), and typically 7+ years management experience.
- Extensive experience leading global support organizations and senior leadership teams
- Proven track record of defining strategy and driving large-scale operational and organizational improvements
- Strong executive leadership, strategic thinking, and organizational design capabilities
- Exceptional communication and stakeholder management skills at executive level
- Strong analytical skills with the ability to translate data into strategic decisions
- Ability to define long-term vision and execute across a global organization
- Ability to influence company-wide strategy and drive alignment across functions
- Ability to lead through complexity, scale operations, and drive transformational change
- Deep understanding of support operations, global scaling, and customer experience strategy
- Strong knowledge of product ecosystems, customer environments, and industry trends
Travel Requirements
- Up to 10% travel time required