VP, Customer Support

Every day, the world gets more digital thanks to tens of millions of developers building the future faster than ever. But with exponential growth comes exponential risk, as outnumbered security teams struggle to secure mountains of code. This is where Snyk (pronounced “sneak”) comes in. Snyk is a developer security platform that makes it easy for development teams to find, prioritize, and fix security vulnerabilities in code, dependencies, containers, and cloud infrastructure — and do it all right from the start. Snyk is on a mission to make the world a more secure place by empowering developers to develop fast and stay secure.

Our Opportunity

The VP of Customer Support will lead a global high-performance team in the execution of transformational technical support and customer experience initiatives and is responsible for the day-to-day Customer Support delivery functions.  As a leader of Customer Support, this individual will lead a high-performance team and work in partnership with our R&D organization to instill diligence, accuracy, a sense of urgency and efficiency to both meet the operational needs of the business as well as the expectations from our customers to be best-in-breed with our support experience and offerings. You must leverage a healthy balance of leadership, technical, support, and sales skills in a dynamic and fast-paced environment.  

Key to your success will be collaborating closely with leaders and managers across Customer Solutions, Marketing, Sales, and R&D organizations to drive overall customer success as Snyk continues to grow. The Customer Support organization is a key part of the CCO Organization whose mission is to “Accelerate time-to-value and customer-specific business outcomes with a world class customer experience, leveraging the full capabilities of the Snyk platform and team.”

You’ll spend your time

• Supporting all customer segments of our business to identify underlying challenges and proactively drive to rapidly resolve issues, increase customer satisfaction, and deepen customer relationships. 
• Scaling and leading a sustainable, high-performance, motivated team that believes in and delivers a support experience customers rave about. 
• Building an industry-leading customer self-service, knowledge management strategy, and support platform utilized to deliver our support experience and continue to improve and optimize it based on meeting customer needs and requirements.
• Owning service/business management of support services offerings, collaborating with Marketing & Sales on support contracts, service level commitments, pricing, packaging, and policies. 
• Building the appropriate go-forward organizational structure to drive effectiveness, efficiencies and scale.
• Identifying metrics and establishing a management and reporting rhythm that ensures consistent achievement of operational performance targets (including customer satisfaction, operating efficiency, and product quality) and visibility to executive leadership.
• Monitoring product quality metrics (case volume, percent escalated, issue categorization and prioritization, backlog, customer impact, etc.) and working as the advocate for the customer to drive product improvement and issue resolution.
• Continuing to improve our escalation management processes and teams to drive efficiencies but, most important to ensure the successful resolution of issues that are blocking our customers from being successful with the Snyk products.
• Driving operational efficiencies, documentation, tool, and process changes that improve the support experience, making it easier for DS engineers and Engineering to identify and resolve customer issues and lower support costs. 
• Developing and maintaining a business and operational plan that ensures adequate support coverage (language, capacity, and technical capability) and meets anticipated future demand based on customer utilization trends, customer growth, service utilization, new product/service releases etc.
• Serving as the executive management point for key account escalations and system incidents, engaging directly with the customer as needed, and managing executive communications, ensuring that the cross-organizational engagement required to stabilize specific account escalations and/or respond to system incidents are addressed. 
• Drive improvements in Snyk’s products, services, and overall customer experience by providing actionable data and insight on customer behavior, satisfaction, and areas customers find especially challenging or valuable to other teams within CS, Sales, Marketing, and R&D.
• Partnering with Sales and Solutions Engineering assisting in prospect pre-sales discussions and presentations about our support offerings and practices.
• Advocating customer needs/issues cross-depa