The Sr. Director of Customer Support will lead and scale a 40+ person organization across four key verticals within the accounts receivable space - 3rd Party (on‑prem to SaaS conversion), 1st Party, Federal, and Healthcare. This role is responsible for building a SaaS customer support ecosystem from the ground up, ensuring operational excellence, compliance, and a superior customer experience. The individual will play a critical role in bringing a new SaaS product to market, guiding customers through the on‑prem to SaaS migration journey, and establishing best‑in‑class support practices.

Role and Responsibilities:

Build and Scale Support Operations

• Design and implement the SaaS support operating model, including processes, SLAs, escalation paths, and knowledge management.
• Select and deploy support tools (CRM, case management, chat, knowledge base) integrated with product telemetry for proactive support.

Migration Leadership

• Develop and execute customer migration programs for on‑prem to SaaS conversion, including readiness assessments, training, and hypercare.
• Partner with Customer Success and Services to ensure smooth transitions and minimize post‑migration incidents.

Verticalized Support Delivery

• Customize support playbooks for Federal and Healthcare customers, ensuring compliance with regulatory requirements (e.g., HIPAA, FedRAMP).
• Align SLAs and escalation protocols to contractual obligations for 1st and 3rd Party customers.

Operational Excellence

• Establish KPI frameworks (CSAT, NPS, ASA, FCR, TTR) and lead continuous improvement initiatives.
• Drive root‑cause analysis and collaborate with Product and Engineering to eliminate recurring issues.

People Leadership

• Lead, coach, and develop a geographically distributed team of 40+ professionals.
• Implement career development programs, succession planning, and a culture of accountability and customer empathy.

Stakeholder Engagement

• Serve as the executive escalation point for strategic accounts.
• Partner cross‑functionally to ensure product readiness and supportability.

Qualifications and Education Requirements:

• 15+ years in B2B software support, including 8+ years in leadership roles.
• Proven experience building a SaaS support organization from inception.
• Demonstrated success leading on-prem to SaaS migrations
• Experience supporting regulated industries (Federal and Healthcare)
• Strong knowledge of support metrics, workforce management, and knowledge-centered service
• Excellent communication and executive presence

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