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VP, Global Support
Full-time
Cloudinary, the image and video API platform trusted by over 10,000 companies, is looking for a VP of Global Support to lead its worldwide support organization. Reporting to the Chief Customer Officer, you will own the strategy, operating model, and performance of a global follow-the-sun support organization, transforming Support from a reactive service into a strategic customer intelligence function.
Responsibilities
Define and execute the global support strategy, driving satisfaction, retention, and operational excellence.
Lead and scale a high-performing global organization across multiple regions.
Drive transformation through AI, automation, self-service, and knowledge management.
Own support performance through metrics including CSAT, SLA attainment, quality, and deflection.
Partner cross-functionally with Engineering, Product, Customer Success, Sales, and Marketing.
Represent the voice of the customer at the executive level to shape product strategy.
About You
10+ years leading global technical support, support engineering, or customer success in enterprise SaaS.
Demonstrated success scaling global follow-the-sun support organizations during rapid growth.
Proven experience driving AI-enabled support transformation (conversational AI, automation, LLM-powered workflows).
Deep technical credibility with APIs, SDKs, and integrations, plus exceptional executive communication.
Nice to Have
Experience with developer platforms, APIs, cloud infrastructure, digital asset management, or enterprise SaaS.
Contributions to customer support thought leadership or support operations best practices.
