Senior Director, Global Support

About the role

Contentsquare is seeking a strategic leader to head its Global Support organization. The Senior Director will shape the support strategy, drive AI‑first transformation, and ensure consistent, high‑value outcomes for customers across all products and regions.

Key responsibilities

• Define and execute a global support strategy aligned with growth, retention, and customer success goals.
• Lead and scale support teams across EMEA, North America, and APAC, establishing regional operating models and leadership structures.
• Develop and implement an AI and automation roadmap for deflection, triage, and resolution.
• Oversee tooling modernization, performance management, and vendor delivery models.
• Collaborate with Customer Success, Professional Services, Product, Engineering, and Sales to maximize platform value.
• Drive organizational design, alignment, and integration during structural or product changes.

Required profile

• Extensive experience leading SaaS support functions at a senior level.
• Strong financial acumen and proven ability to manage budgets and drive cost efficiencies.
• Track record of transforming support organizations through automation and scalable delivery models.
• Excellent cross‑functional partnership skills.

Required skills

• Deep understanding of AI‑driven support automation.
• Experience with SaaS support operations and multi‑product environments.