[Hiring] Vice President of Professional Services @GrowthZone

Role Description

We are seeking a Vice President of Professional Services to lead and elevate our customer support organization. This is a high-impact, executive-level role for a growth-stage SaaS company serving a nonprofit and association-based customer base. The ideal candidate is a proven support leader ready to take the next step — someone who has excelled as a Director or Senior Director of Support at a company with $50M ARR or more and is ready to own the function at the VP level.

You will have full ownership of the support and services organization — people, process, tooling, and cross-functional alignment — with a mandate to build a scalable, data-driven operation that improves service quality, reduces friction, and drives customer retention.

What You'll Own

• Direct the customer journey post sale, leading teams through onboarding, integrations, web services, product training and product support.
• Develop and lead a blended support team across Tier 1 and Tier 2 functions.
• Own and continuously optimize Zendesk workflows, ticket routing, escalation paths, SLA management, and knowledge management systems.
• Redesign support processes and case taxonomy to enable better reporting, root cause analysis, and faster issue resolution.
• Build and maintain a structured escalation framework that reduces unnecessary escalations to engineering and product teams.
• Define and report on key support metrics (CSAT, time to resolution, ticket volume trends, escalation rates) to the CEO and leadership team.
• Partner cross-functionally with Customer Success, Sales, and Product to ensure post-sale lifecycle alignment.
• Develop and scale professional services delivery where applicable, ensuring consistent, high-quality customer outcomes.

Qualifications

• 7–12 years of experience in customer support or post-sales leadership, with a strong track record at the Director or Senior Director level at a $50M+ ARR SaaS company.
• Demonstrated ability to lead support transformations — diagnosing root causes, redesigning workflows, and building scalable operating models.
• Deep hands-on experience with Zendesk or comparable support platforms.
• Experience managing distributed or blended teams, including offshore or contracted support staff.
• Strong data orientation — you measure what matters and use metrics to drive decisions and communicate upward.
• Excellent cross-functional collaborator who can align support, success, product, and engineering around the customer experience.
• Comfortable operating in a fast-scaling, PE-backed environment where structure is still being built and leadership visibility is high.

Nice to Have

• Experience supporting customers in 501(c)(6) or 501(c)(3) organizations, such as trade associations, professional societies, or nonprofits.
• Familiarity with the unique service expectations, renewal cycles, and member-driven dynamics of association or nonprofit customers.

Why This Role

Reporting directly to the CEO, you’ll have genuine organizational authority and executive visibility from day one. This is a builder role — not a maintenance role — for a leader who is ready to step into their first VP seat and make a lasting impact on how the company serves its customers.