Sitecore · 11 hours ago
Vice President, Customer Support Experience
Manchester, NH
Full-time
Hybrid
Director/Executive
$220K/yr - $260K/yrSitecore is a leading provider of agentic digital experience software, focused on delivering intelligent, personalized digital experiences. They are seeking a Global Vice President, Customer Support Experience to lead and scale their support organization, ensuring exceptional customer experiences through innovation and operational excellence.
AnalyticsContent MarketingCustomer ServiceE-CommerceEmail MarketingInternetSoftwareWeb Development
Responsibilities
Lead with purpose: Define and execute a bold global support strategy that elevates the customer experience and aligns with Sitecore’s mission to deliver the best customer experience in SaaS
Be customer-facing: Meet with customers around the world to build deep relationships, understand their challenges, and take ownership of their end-to-end support experience. Act as their advocate within Sitecore, driving continuous improvement and transparency
Drive Operational Excellence: Build maturity in our support processes, define meaningful operational KPIs, and ensure they’re tied to top-level business performance. Analyse support trends, identify root causes, and hold senior stakeholders accountable for solving systemic issues and reducing case volume
Champion Agentic AI: Lead the adoption of humanless support capabilities powered by AI. Demonstrate measurable improvements in customer experience, productivity, and efficiency through the thoughtful integration of Agentic AI into our operations
Foster collaboration: Partner across Product, Engineering, Sales, and Customer Success to ensure a seamless end-to-end customer journey
Build culture and capability: Develop, mentor, and inspire a global team of support professionals who are passionate about customer advocacy, continuous improvement, and learning
Be a change agent: Lead a global team through significant organisational change while increasing customer satisfaction, enhancing service delivery, and deepening customer engagement. Act as a creative and dynamic leader whose impact extends beyond functional boundaries — shaping culture, inspiring innovation, and influencing how Sitecore delivers value to every customer
Qualification
Required
Proven success leading global customer support teams within SaaS or technology-driven environments
A passion for operational excellence — driving process maturity, measuring performance, and delivering continuous improvement
Demonstrated experience in leveraging AI and automation to improve support efficiency and customer satisfaction
Strong analytical and problem-solving skills, with the ability to turn data into meaningful action
A natural collaborator who builds trust across teams and cultures
Excitement for Sitecore's products, customers, and mission to be recognised for the best customer experience in SaaS
The curiosity, creativity, and courage to challenge the status quo and drive transformation
Benefits
Competitive compensation
Comprehensive benefits
Opportunities for growth in a global, inclusive culture that values both results and wellbeing
Company
Sitecore
Sitecore is a customer experience management company that provides multichannel marketing automation software and web content management.
Founded in 2001
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$1.2BKey Investors
EQTTCV
2021-01-19Private Equity· $1.2B
2016-07-01Undisclosed
2016-04-01Acquired
Leadership Team
Eric Stine
Chief Executive Officer
Lars Nielsen
Co-Founder & Shareholder
Recent News
2026-01-08
2025-11-10
Company data provided by crunchbase