Vice President of Customer Support and Professional Services

GrowthZone is a leading platform for member-based organizations, providing modern software solutions to help associations grow and operate efficiently. They are seeking a Vice President of Customer Support and Professional Services to lead their customer support organization and enhance service quality while driving customer retention.

Responsibilities:

• Direct the customer journey post sale, leading teams through onboarding, integrations, web services, product training and product support
• Develop and lead a blended support team across Tier 1 and Tier 2 functions
• Own and continuously optimize Zendesk workflows, ticket routing, escalation paths, SLA management, and knowledge management systems
• Redesign support processes and case taxonomy to enable better reporting, root cause analysis, and faster issue resolution
• Build and maintain a structured escalation framework that reduces unnecessary escalations to engineering and product teams
• Define and report on key support metrics (CSAT, time to resolution, ticket volume trends, escalation rates) to the CEO and leadership team
• Partner cross-functionally with Customer Success, Sales, and Product to ensure post-sale lifecycle alignment
• Develop and scale professional services delivery where applicable, ensuring consistent, high-quality customer outcomes

Requirements:

• 7–12 years of experience in customer support or post-sales leadership, with a strong track record at the Director or Senior Director level at a $50M+ ARR SaaS company
• Demonstrated ability to lead support transformations — diagnosing root causes, redesigning workflows, and building scalable operating models
• Deep hands-on experience with Zendesk or comparable support platforms
• Experience managing distributed or blended teams, including offshore or contracted support staff
• Strong data orientation — you measure what matters and use metrics to drive decisions and communicate upward
• Excellent cross-functional collaborator who can align support, success, product, and engineering around the customer experience
• Comfortable operating in a fast-scaling, PE-backed environment where structure is still being built and leadership visibility is high
• Experience supporting customers in 501(c)(6) or 501(c)(3) organizations, such as trade associations, professional societies, or nonprofits
• Familiarity with the unique service expectations, renewal cycles, and member-driven dynamics of association or nonprofit customers