Vice President of Customer Support (SaaS)

TL;DR

Vice President of Customer Support (SaaS): Leading and scaling a world-class customer support team for a behavioral health software platform with an accent on data-driven strategies and exceptional customer experience. Focus on driving customer retention, optimizing operational processes, and aligning the product roadmap with customer needs.

Location: Remote, must be based in the United States

Salary: $110,000 – $165,000 per year

Company

A high-growth technology company delivering web-based software to empower behavioral health organizations.

What you will do

• Lead and scale a world-class customer support team to set industry standards for excellence.
• Define and own the entire customer support experience to ensure exceptional customer satisfaction.
• Collaborate with the product team as a key strategist to align product development with customer needs.
• Implement development strategies including coaching, mentoring, and performance management.
• Improve operational processes and measurement plans to deliver strong results for the company.
• Assist the sales team by providing customer support program overviews to prospective clients.

Requirements

• Bachelor's degree in Computer Science, Business Administration, or a related technical field.
• 5+ years of experience in Customer Support for a SaaS company, preferably in Healthcare or EHR.
• Must be based in the United States.
• Employment visa sponsorship is not available for this position.
• Proven track record of delivering exceptional results for high customer retention.
• Strong leadership skills with the ability to thrive in a fast-paced, ambiguous environment.

Culture & Benefits

• Competitive compensation and benefits packages.
• Flexible work environment that promotes collaboration and productivity.
• Opportunities for professional growth and continued learning.
• Inclusive workplace where individual contributions are valued and recognized.