Vice President, Customer Support

Vice President, Customer Support Experience

Manchester, NH / Boston, MA

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalized digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and  the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day.

Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalized, but predictive and dynamic. Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values—empathy, accountability, clarity, and growth—guide how we lead, innovate, and connect.

They are the behaviors that bring our mission and vision to life every day. We are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are integral to how we design, build, and deliver the next generation of digital experiences.

At Sitecore, we believe exceptional customer experiences start with exceptional support. We’re looking for a Global Vice President, Customer Support Experience to lead, inspire, and scale our world‑class support organization. This is a customer‑facing role—you’ll regularly engage with customers across the globe to build trusted relationships, understand their evolving needs, and take accountability for their overall service experience. You’ll be a true customer champion, ensuring their voice is heard at every level of Sitecore and that customer centricity remains at the heart of every decision we make.

• Define and execute a bold global support strategy that elevates the customer experience and aligns with Sitecore’s mission to deliver the best customer experience in SaaS.
• Meet with customers around the world to build deep relationships, understand their challenges, and take ownership of their end‑to‑end support experience. Act as their advocate within Sitecore, driving continuous improvement and transparency.
• Build maturity in our support processes, define meaningful operational KPIs, and ensure they’re tied to top‑level business performance. Analyse support trends, identify root causes, and hold senior stakeholders accountable for solving systemic issues and reducing case volume.
• Lead the adoption of humanless support capabilities powered by AI. Demonstrate measurable improvements in customer experience, productivity, and efficiency through the thoughtful integration of Agentic AI into our operations.
• Partner across Product, Engineering, Sales, and Customer Success to ensure a seamless end‑to‑end customer journey.
• Develop, mentor, and inspire a global team of support professionals passionate about customer advocacy, continuous improvement, and learning.
• Lead a global team through significant organizational change while increasing customer satisfaction, enhancing service delivery, and deepening customer engagement.

• Proven success leading global customer support teams within SaaS or technology‑driven environments.
• A passion for operational excellence—driving process maturity, measuring performance, and delivering continuous improvement.
• Experience in leveraging AI and automation to improve support efficiency and customer satisfaction.
• Strong analytical and problem‑solving skills, with the ability to turn data into meaningful action.
• A natural collaborator who builds trust across teams and cultures.
• Excitement for Sitecore’s products, customers, and mission to be recognized for the best customer experience in SaaS.
• Curiosity, creativity, and courage to challenge the status quo and drive transformation.
• We recognize that great leaders come from…