Proofpoint

Director, Technical Support

Proofpoint

full-time

Posted on:

Location Type: Hybrid

Location: Tokyo • Australia

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Job Level

Lead

About the role

  • Execute a comprehensive customer success strategy for the technical support organization, including workforce planning, hiring, onboarding, operational execution, and the people/process/technology investments required to deliver excellence
  • Define and track success criteria by establishing key operational and performance metrics
  • Develop standards and escalation frameworks that ensure consistent, high‑quality handling of customer issues and drive positive customer outcomes
  • Improve customer value and product adoption, contributing to higher satisfaction, retention, and overall customer health
  • Evaluate current customer needs, identifying what is being met, what is within Proofpoint’s control to improve, and where additional focus is required
  • Analyze customer data and market signals to proactively manage customer satisfaction across current and future customer segments
  • Collaborate cross‑functionally with Professional Services, Product Management, Engineering, Marketing, and Sales to influence regional strategy and organizational alignment
  • Support global business continuity efforts as an active member of the broader support leadership community
  • Operate effectively in a matrixed environment, building strong partnerships across regions and functions

Requirements

  • 7+ years of experience in customer success, technical support, or professional services leadership within a high‑growth B2B software/SaaS environment
  • Demonstrated success leading enterprise‑class support organizations and achieving customer success outcomes (e.g., CSAT, NPS, customer reviews)
  • Proven ability to partner with executive leadership to build alignment around strategy and execution plans
  • Strong history of data‑driven decision‑making grounded in operational and business metrics
  • A strategic, customer‑centric mindset with experience in direct customer engagement and leading teams that deliver exceptional customer value.
Benefits
  • Competitive compensation
  • Comprehensive benefits
  • Career success on your terms
  • Flexible work environment
  • Annual wellness and community outreach days
  • Always on recognition for your contributions
  • Global collaboration and networking opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success strategyworkforce planningoperational executionperformance metricscustomer data analysisdata-driven decision-makingcustomer engagementB2B softwareSaaS
Soft Skills
collaborationstrategic mindsetcustomer-centric mindsetleadershippartnership buildingproblem-solving