Vice President, Global Support Services & Customer Care

TrueNAS is redefining enterprise storage by delivering proven data resilience, performance, and flexibility without the complexity or constraints of legacy solutions. The Vice President, Global Support Services & Customer Care will lead and unify TrueNAS’s global customer support, customer success, and professional services functions, ensuring a high-quality customer experience and operational efficiency.

Responsibilities:

• Define and execute a multi-year strategy for global customer support and customer success operations
• Drive digital transformation initiatives including automation, AI-enabled support, and self-service capabilities
• Serve as the executive voice of the customer across Product, Engineering, Sales, and Operations
• Partner with Sales leadership to support renewals, expansion opportunities, and long-term customer value
• Manage organizational budgets, workforce planning, and operational governance
• Lead global technical support for all TrueNAS platforms
• Ensure 24/7 enterprise support coverage and achievement of CSAT, CES, and SLA targets
• Drive evolution from reactive support to proactive and predictive customer engagement
• Serve as the executive escalation point for critical incidents and strategic accounts
• Develop customer health frameworks to identify risk and prevent churn
• Lead the Professional Services organization, including deployments and advanced engagements
• Drive utilization, delivery efficiency, and services margin
• Manage partners and vendors supporting customer deployments
• Establish certification programs for partners and customers deploying TrueNAS solutions
• Collaborate closely with Engineering, Product, Hardware, and Sales teams
• Represent customer insights and operational data in executive planning
• Establish strong feedback loops to improve product reliability and customer outcomes
• Improve support operations through automation, AI/ML tools, and optimized workflows
• Ensure operational alignment across enterprise systems such as Salesforce and SAP
• Maintain compliance with ISO, QMS, and other quality standards
• Lead root-cause analysis programs to prevent recurring issues
• Establish KPIs including CSAT, SLA performance, case deflection, and first contact resolution
• Track financial performance metrics such as cost-to-serve and support margin
• Monitor retention metrics including renewal rates, churn, and Net Revenue Retention (NRR)
• Deliver regular executive and board-level reporting on customer health and operational performance
• Forecast renewal and retention risk in partnership with Finance and Sales
• Travel up to 25% as needed
• Handle confidential information with discretion and integrity

Requirements:

• Bachelor's degree in Engineering, Computer Science, Business Administration, or equivalent experience
• 10+ years leading customer-facing or operational teams, including 5+ years at the VP or equivalent executive level
• Experience in enterprise B2B software, hardware, or infrastructure companies
• Proven success scaling global support organizations while improving CSAT and reducing cost-to-serve
• Deep experience supporting enterprise storage, networking, or similar infrastructure technologies
• Global support model design (24/7 follow-the-sun operations)
• Customer success strategy and retention management
• Support automation and digital transformation initiatives
• Financial management, budgeting, and operational efficiency
• Vendor and technology stack management (CRM, knowledge systems, support platforms)
• Strong executive communication and leadership across global teams