Job description

About Us: Proofpoint is a global leader in human- and agent-centric cybersecurity. We protect how people, data, and AI agents connect across email, cloud, and collaboration tools. Over 80 of the Fortune 100, 10,000 large enterprises, and millions of smaller organizations trust Proofpoint to stop threats, prevent data loss, and build resilience across their people and AI workflows. Our mission is simple: safeguard the digital world and empower people to work securely and confidently. Join us in our pursuit to defend data and protect people. How We Work: At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values: Bold in how we dream and innovate Responsive to feedback, challenges and opportunities Accountable for results and best in class outcomes Visionary in future focused problem-solving Exceptional in execution and impact Corporate Overview Proofpoint is a leading cybersecurity company protecting organizations’ greatest assets and biggest risks: vulnerabilities in people. With an integrated suite of cloud-based solutions, Proofpoint helps companies around the world stop targeted threats, safeguard their data, and make their users more resilient against cyber-attacks. Leading organizations of all sizes, including more than half of the Fortune 1000, rely on Proofpoint for people-centric security and compliance solutions mitigating their most critical risks across email, the cloud, social media, and the web. We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re a leader in next-generation cybersecurity. Protection Starts with People. Vice President, Customer Support Threat Protection About the Company We are a leading cybersecurity company committed to protecting people, data, and organizations from today s most advanced threats. Our mission is to help customers operate securely and confidently through innovative cloud-based security solutions, world-class services, and an unwavering focus on customer success. Position Summary The Vice President of Threat Protection Customer Support is responsible for defining and executing the global customer support strategy for a high-growth cybersecurity organization. This executive leader will drive customer satisfaction, operational excellence, technical support innovation, and business scalability across a worldwide support organization. Reporting to the VP, Global Customer Support & Operations, the VP of Threat Protection Customer Support will lead a global team responsible for delivering exceptional support experiences through a combination of technical expertise, customer advocacy, AI-powered service delivery, and operational rigor. This role serves as a key member of the Customer Success leadership team and acts as the voice of the customer across Product Management, Engineering, Sales, Security Operations, and Executive Leadership. Key Responsibilities: Strategic Leadership • Define and execute a multi-year vision and roadmap for global customer support. • Develop support strategies that improve customer retention, product adoption, and overall customer experience. • Drive transformation initiatives leveraging AI, automation, self-service, and predictive support capabilities. • Build scalable operating models that support company growth, acquisitions, and new product introductions. Customer Experience & Advocacy • Champion customer-centric decision-making across the organization. • Establish programs to proactively identify customer risk, reduce friction, and improve business outcomes. • Monitor and improve customer satisfaction metrics, including CSAT, NPS, retention, and support experience measures. • Represent customer feedback and support trends for executive leadership and product teams. • Establish differentiated support offerings aligned to customer segments and service levels. Global Support Operations • Lead a worldwide 24x7 technical support organization utilizing follow-the-sun support models. • Drive accountability for service level agreements, response times, resolution times, backlog management, and escalation handling. • Establish operational frameworks, support processes, and governance mechanisms to ensure consistent service delivery globally. • Optimize organizational structure, workforce planning, and capacity management. • Manage support budgets while balancing customer experience and operational efficiency. Technical Excellence & Innov ation • Drive adoption of AI, analytics, automation, and knowledge management capabilities to improve support outcomes. • Ensure support teams maintain deep expertise in cybersecurity technologies, cloud services, integrations, and emerging threats. • Establish proactive support capabilities using telemetry, monitoring, and predictive analytics. • Lead continuous improvement initiatives focused on reducing customer effort and accelerating issue resolution. Cross-Functional Leadership • Partner closely with Product Management, Engineering, Security Operations, Customer Success, and Professional Services to improve customer outcomes. • Create closed-loop processes that translate customer issues, feature requests, and support data into product enhancements. • Collaborate with Sales and Customer Success leadership on retention, expansion, renewals, and executive customer engagements. Talent & Organizational Development • Recruit, develop, and retain world-class support leaders and technical talent. • Build leadership pipelines and succession plans for critical roles. • Foster a high-performance culture focused on accountability, collaboration and inclusion. #LI-JK1 Why Proofpoint Protecting people is at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success. We’re a customer-focused and a driven-to-win organization with leading-edge products. We are an inclusive, diverse, multinational company that believes in culture fit, but more importantly ‘culture-add’, and we strongly encourage people from all walks of life to apply. We believe in hiring the best and the brightest to help cultivate our culture of collaboration and appreciation. Apply today and explore your future at Proofpoint! #LifeAtProofpoint Why Proofpoint? At Proofpoint, we believe that an exceptional career experience includes a comprehensive compensation and benefits package. Here are just a few reasons you’ll love working with us: Competitive compensation Comprehensive benefits Career success on your terms Flexible work environment Annual wellness and community outreach days Always on recognition for your contributions Global collaboration and networking opportunities Our Culture: Our culture is rooted in values that inspire belonging, empower purpose and drive success-every day, for everyone. We encourage applications from individuals of all backgrounds, experiences, and perspectives. If you need accommodation during the application or interview process, please reach out to accessibility proofpoint.com . How to Apply Interested? Submit your application along with any supporting information- we can’t wait to hear from you!

Requirements

Must-haves

At Proofpoint you’ll be part of a global team that breaks barriers to redefine cybersecurity guided by our BRAVE core values:
Bold in how we dream and innovate
Responsive to feedback, challenges and opportunities
Accountable for results and best in class outcomes
Visionary in future focused problem-solving
Exceptional in execution and impact
Corporate Overview
We are singularly devoted to helping our customers protect their greatest assets and biggest security risk: their people. That’s why we’re a leader in next-generation cybersecurity. Protection Starts with People.
Vice President, Customer Support Threat Protection
This role serves as a key member of the Customer Success leadership team and acts as the voice of the customer across Product Management, Engineering, Sales, Security Operations, and Executive Leadership.
Strategic Leadership
Define and execute a multi-year vision and roadmap for global customer support.
Develop support strategies that improve customer retention, product adoption, and overall customer experience.
Drive transformation initiatives leveraging AI, automation, self-service, and predictive support capabilities.
Build scalable operating models that support company growth, acquisitions, and new product introductions.
Customer Experience & Advocacy
Champion customer-centric decision-making across the organization.
Establish programs to proactively identify customer risk, reduce friction, and improve business outcomes.
Monitor and improve customer satisfaction metrics, including CSAT, NPS, retention, and support experience measures.
Represent customer feedback and support trends for executive leadership and product teams.
Establish differentiated support offerings aligned to customer segments and service levels. Global Support Operations
Lead a worldwide 24x7 technical support organization utilizing follow-the-sun support models.
Drive accountability for service level agreements, response times, resolution times, backlog management, and escalation handling.
Establish operational frameworks, support processes, and governance mechanisms to ensure consistent service delivery globally.

Nice-to-haves

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Application prep

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aiaccessibility

Platform: workday
Effort: long

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