Vice President of Customer Support and Professional Services

Location: Remote (US-based) Reports To: Chief Executive Officer At GrowthZone, your mission is our mission. We build modern, all-in-one software that empowers associations to grow faster, engage members more deeply, and operate more efficiently. As the leading platform for member-based organizations — chambers of commerce, trade associations, professional societies, and nonprofits — we serve thousands of customers across North America through two purpose-built products: GrowthZone AMS for SMB-sized associations and MemberSuite for larger, more complex organizations. We're privately held, profitable, and deeply rooted in the verticals we serve. Our platform handles the full operational stack — billing, communication, websites, events, reporting, and more — backed by a team that genuinely understands what associations need to thrive. About the Role 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 What We're Looking For 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.