Senior Director, Customer Support
Keyfactor, Inc. · United States (Remote) ·
- Work mode
- Remote
- Seniority
- Senior
- Employment
- Full time
- Category
- Support
- Experience
- 7+ years
About Keyfactor
Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you're looking for work that matters and a team that brings out your best, we hope you'll trust your future with Keyfactor!
Title: Senior Director, Customer Support
Location: United States; Remote
Experience: Senior Director Level
Job Function: Support
Employment Type: Full-Time
Industry: Computer & Network Security
About the position
The Senior Director, Customer Support is responsible for a specific region (Americas, EMEA, APAC) within the support organization. The individual will work closely with the VP of Support to define an implement strategy that elevates customer success ensuring world-class support. This role requires long-term vision, ensuring organizational performance across-functional influence, and partnering with the global support leadership team and other executives to continually improve the customer support and product experience.
Applicants must be legally authorized to work in the United States.
Responsibilities
- Drive the regional customer support strategy, ensuring alignment with company and global goals including customer lifecycle outcomes
- Point of contact for customer escalations
- Help define long-term strategies to improve customer satisfaction, retention, and growth
- Ensure scalability, consistency, and operational excellence within the region
- Drive adoption of best practices and performance frameworks
- Own regional problem management strategy, ensuring systemic issues are proactively identified
- Leverage support data and trends to ensure team is achieving the defined performance metrics
- Drive initiatives that reduce support demand and improve overall customer experience
- Provide executive oversight of critical incidents and escalations, ensuring alignment across leadership teams
- Ensure effective executive communication during high-impact events
- Partner with the VP of Support to establish support strategies that meet or exceed company priorities and growth objectives
- Lead and develop senior leaders, building a strong leadership pipeline within Keyfactor
- Work with regional counterparts, ensuring consistent execution, knowledge sharing, and operational excellence
- Oversee regional performance, including KPIs, financial outcomes, and organizational scaling
Skills and Qualifications
- Bachelor's degree or equivalent experience
- 10+ years of related work experience, expert technical knowledge within their functional area(s), and typically 7+ years management experience.
- Extensive experience leading global support organizations and senior leadership teams
- Proven track record of defining strategy and driving large-scale operational and organizational improvements
- Strong executive leadership, strategic thinking, and organizational design capabilities
- Exceptional communication and stakeholder management skills at executive level
- Strong analytical skills with the ability to translate data into strategic decisions
- Ability to define long-term vision and execute across a global organization
- Ability to influence company-wide strategy and drive alignment across functions
- Ability to lead through complexity, scale operations, and drive transformational change
- Deep understanding of support operations, global scaling, and customer experience strategy
- Strong knowledge of product ecosystems, customer environments, and industry trends
Travel Requirements
- Up to 10% travel time required
Compensation
Salary will be commensurate with experience.
Culture, Career Opportunities and Benefits
We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.
Here are just some of the initiatives that make our culture special:
- Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.
- Comprehensive benefit coverage globally.
- Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.
- Competitive time off globally.
- Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
- DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
- The Keyfactor Alliance Program to support DEIB efforts.
- Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
- Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
- Monthly Talent development and Cross Functional meetings to support professional development.
- Regular All Hands meetings – followed by group gatherings.
Our Core Values
Our core values are extremely important to how we run our business and what we look for in every team member:
Trust is paramount.
We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.
Customers are core.
We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.
Innovation never stops, it only accelerates.
The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.
We deliver with agility.
We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.
United by respect.
Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.
Teams make “it” happen.
Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.
Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.
REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via [email protected] and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
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