Description

TrueNAS is redefining enterprise storage by delivering proven data resilience, performance, and flexibility without the complexity or constraints of legacy solutions. As the most deployed storage platform in the world, TrueNAS already powers critical data storage infrastructure for businesses, research institutions, and government agencies across 140+ countries and millions of users. Our mission is simple: to become the most trusted name in data storage.

Originally founded in Silicon Valley in 2002 under the name iXsystems, TrueNAS is a profitable, independent company with a culture rooted in trust, curiosity, technical excellence, and continuous improvement. Whether you work remotely or on-site, youll be part of a team that values collaboration and meaningful impact - where people come before profit, and bold ideas drive the future of data infrastructure.

If youre ready to help shape the future of enterprise storage, wed love to connect.

Position Overview: The Vice President, Global Support Services & Customer Cares, reporting to the Chief Operation Officer, is responsible for leading and unifying TrueNASs global customer support, customer care, and professional services functions across the full customer lifecycle, from onboarding and adoption through renewal, expansion, and retention. This executive role ensures a consistent, high-quality customer experience across all touchpoints, while maintaining cost-to-serve discipline and operating within approved budgets, serving as the senior escalation authority for critical accounts and a key voice of the customer within the business.

This role is based in Campbell, CA.

Base Pay Range

The on-target-earnings of this position is $200,000 to $350,000 USD annually.

Please note that the provided range reflects the pay spectrum for positions within the same job category as the one to which this position belongs. The final offer will consider various factors, such as location, education, and prior experience, to ensure a comprehensive and fair compensation assessment.

TrueNAS offers a comprehensive package of benefits including health, dental, vision, disability, and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.

Expected Posting Timelines

This position will be open for a minimum of 5 days, a maximum of 90 days.

The Day-to-Day

The essential functions and responsibilities for this position include, but are not limited to, the following. Other duties may be assigned as needed.

Executive Leadership & Strategy:

• Define and execute a multi-year strategy for global Support and Customer Care operations, driving digital
  transformation, self-service adoption, and support automation to scale the organization efficiently while reducing cost-to-serve and improving gross margin contribution to achieve world-class service standards.
• Act as the primary executive contact representing customer interests across the business.
• Partner with Operations, Engineering, Product, and Sales leadership to support growth and adoption.
• Establish clear expectations for product capabilities, service delivery, and customer outcomes, including customer retention, renewal execution, and expansion opportunities in partnership with Sales.
• Partner with Sales on renewals and expansions while maintaining clear ownership boundaries, governance, and alignment on account strategy and commercial execution.
• Operate within approved annual budgets and workforce plans; all headcount increases, promotions, and compensation adjustments must follow companywide Finance and HR governance processes.

Customer Support & Technical Operations:

• Oversee global technical support operations for all TrueNAS products and platforms.
• Oversee 24/7 global support delivery, ensuring the consistent achievement of world-class Customer Satisfaction (CSAT) and Customer Effort Score (CES) targets. Drive the evolution from reactive to proactive and predictive support models.
• Serve as the executive escalation point for critical customer accounts and high-severity incidents.
• Ensure customer and product SLAs are met or exceeded.
• Own customer health frameworks, including segmentation, risk identification, and proactive churn-prevention strategies for enterprise and strategic accounts.

Professional Services & Partner Management:

• Lead the Professional Services organization, including onsite deployments and advanced engagements, with accountability for utilization, margin, and delivery efficiency.
• Manage key partners and vendors supporting customer deployment and services.
• Establish and m