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Role Description

The Vice President of Customer Success & Global Support Services, reporting to the Chief Operation Officer, is responsible for leading and unifying TrueNAS’s global customer support, customer care, and professional services functions across the full customer lifecycle, from onboarding and adoption through renewal, expansion, and retention. This executive role ensures a consistent, high-quality customer experience across all touchpoints, while maintaining cost-to-serve discipline and operating within approved budgets, serving as the senior escalation authority for critical accounts and a key voice of the customer within the business.

This is a U.S.-based position, with a strong preference for the individual to be located in Campbell, CA.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, Business Administration, or equivalent experience.
• 10+ years of experience leading teams in a customer-facing or operational role, with at least 5 years operating at a VP or equivalent executive level in a high-growth, enterprise B2B software or hardware company with direct accountability for customer outcomes.
• Previous experience at a mid-size technology company is preferred.
• Ability to multitask, prioritize, and work effectively under pressure in a fast-paced environment with competing operational and strategic demands.
• High level of professionalism, discretion, and emotional intelligence when engaging with executives, customers, and Board-level stakeholders.
• Extensive experience supporting and operating within enterprise data storage and IT networking organizations or similarly complex enterprise infrastructure environments.
• Demonstrated success in scaling a global support organization (3x-5x growth) while simultaneously improving key quality metrics (CSAT, CES) driving customer retention, and lowering cost-to-serve.
• Excellent verbal and written communication skills, with the ability to engage effectively with executives, customers, and cross-functional teams.
• Ability to manage complex and critical customer situations both with the customers and with internal teams.
• Excellent organizational and managerial skills.
• Ability to build trusted and proactive relationships with major TrueNAS accounts.
• Proven ability to set long-term strategic goals and translate them into actionable plans.
• Ability to build, motivate, and lead high-performing, globally distributed teams.
• Strong analytical and problem-solving skills, with a data-driven approach to improving customer outcomes.
• Strong business acumen with experience aligning customer success initiatives to company objectives, including renewals, expansion outcomes, and net revenue retention (NRR) in enterprise B2B environments.
• Strong financial acumen, including experience managing operating budgets, headcount planning, and cost optimization in global support organizations.
• Strong Experience in Digital Transformation for Support.
• Customer Effort Reduction Focus.
• Vendor and Technology Management.
• Global Support Model Design.

Requirements

• Proven track record of successfully implementing large-scale support automation (AI/ML chatbots, routing) and advanced self-service strategies to drive case deflection and scale operations.
• Deep understanding of modern support metrics (e.g., Customer Effort Score, Net Promoter Score) and a proven ability to design service experiences that prioritize ease of use for the customer.
• Extensive experience selecting, integrating, and managing complex support technology stacks, including CRM (Salesforce/SAP), knowledge management systems, and emerging support tools.
• Expertise in designing and managing scalable, resilient 24/7/365 global support models that effectively utilize follow-the-sun strategies and leverage resources across multiple international sites (U.S., Manila, etc.).

Benefits

• Comprehensive package of benefits including health, dental, vision, disability, and life insurance.
• Paid time-off.
• 401(k) plan.
• Health and flexible spending accounts.
• Stock purchase plan.

Expected Posting Timelines

This position will be open for a minimum of 5 days, a maximum of 90 days.

Travel

Willingness and ability to travel up to 25% as required to support business, customer, and team needs.

Confidentiality

Handle sensitive and confidential information with the utmost discretion and integrity.

Equal Employment Opportunity

iXsystems DBA TrueNAS, Inc provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Location

Campbell, California (Remote)

Department

Manufacturing & Support

Employment Type

Regular Full Time

Minimum Experience

Executive