Define and execute a support transformation strategy aligned with the PE investment thesis.
Establish Support as a measurable contributor to retention, expansion, and EBITDA improvement.
Develop clear KPIs tied to revenue protection and operational efficiency.
Present performance, risk, and improvement plans to executive leadership and Board stakeholders.
Lead global support operations (EMEA, North America, APAC).
Standardise SLAs, escalation frameworks, and performance management.
Implement workforce planning models aligned to ARR growth and margin targets.
Drive adoption of AI-enabled case deflection, automation, and knowledge management.
Improve first-contact resolution, reduce backlog, and optimise tier structures.
Partner with Customer Success to proactively mitigate churn risk.
Establish executive escalation governance for strategic accounts.
Leverage customer insights to influence Product roadmap and defect reduction.
Improve CSAT and NPS in measurable, reportable ways.
Own global support budget.
Optimise cost-to-serve metrics and resource productivity.
Develop reporting that links support performance to gross margin and retention impact.
Evaluate and enhance a more robust 24/7 staffing strategies.
Build a high-performance leadership bench within Support.
Introduce performance management frameworks with clear accountability.
Foster a culture of ownership, urgency, and customer-centricity.
Develop succession and retention plans for key leaders.

12+ years of SaaS support leadership experience, ideally within £50M–£250M ARR organisations.
Experience in Private Equity–backed environments with exposure to board-level reporting.
Demonstrated success improving EBITDA through operational optimisation.
Strong understanding of enterprise B2B customers and complex technical environments.
Proven track record implementing AI, automation, and scalable support tooling.
Data-driven, commercially minded, and comfortable operating in high-accountability cultures.
Experience leading global, multi-site teams.

VP Customer Support

Key skills