Customer Success

We Love AI Jobs; Sunnyvale, Northern (CA, KY); Hybrid; USD 210,000 - 260,000; Full time

Job summary

Proofpoint, a leading cybersecurity company, seeks a Vice President of Threat Protection Customer Support to set the global support strategy and lead a worldwide on-site organization serving cybersecurity customers. This executive will focus on customer outcomes, operational excellence, and AI-powered service delivery while aligning with product, engineering, and sales leadership.

You will drive initiatives around AI, automation, performance metrics, and scalable support operations to sustain

Qualifications

• Executive leadership in customer success and global support strategy.
• Experience building and scaling 24x7 support operations.
• Experience driving AI/automation initiatives and product feedback loops.

Responsibilities

• Define the global support vision and operating model to improve customer experience, retention, and scalability.
• Lead worldwide 24x7 support operations, including service levels, workforce planning, budgets, and escalations.
• Drive AI and automation initiatives and channel customer feedback into product improvements.

Skills

AI

Analytics

Automation

Predictive analytics

Telemetry

Monitoring

Cybersecurity

Cloud services

Job description

# Customer SuccessProofpointSunnyvale, CAFull-timeUpload your resume once and Scout applies for youApply with ScoutShare this job:LinkedInXSave imageThe Vice President of Threat Protection Customer Support will set global support strategy and lead a worldwide organization serving cybersecurity customers. The role focuses on customer outcomes, support operations, cross-functional feedback, and initiatives involving AI, automation, and predictive support.* Permanent* On-site### Skills and expertiseAIAnalyticsAutomationPredictive analyticsTelemetryMonitoringCybersecurityCloud services### Key responsibilities* Define the global support vision and operating model to improve customer experience, retention, and scalability.* Lead worldwide 24x7 support operations, including service levels, workforce planning, budgets, and escalations.* Drive AI and automation initiatives and channel customer feedback into product improvements.## How this job comparesCompared with 12 open executive customer success jobs on October 10, 2026.Similar open jobs: We Love AI Jobs lists 12 open executive customer success jobs at 8 companies.Remote work: This job is on site. 3 of the 12 executive customer success jobs (25%) are remote.AI in this role: Medium. The role uses AI tools and works with AI systems as a regular part of the job. The role includes leading AI-powered service delivery and driving adoption of AI, analytics, automation, and predictive support capabilities. It is an executive support leadership role rather than a hands-on AI engineering position.## Full descriptionAbout 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 innovateResponsive to feedback, challenges and opportunitiesAccountable for results and best in class outcomesVisionary in future focused problem-solvingExceptional in execution and impactCorporate OverviewProofpoint 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 ProtectionAbout the CompanyWe 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 SummaryThe 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.