Senior Director, Customer Support

About Keyfactor Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you're looking for work that matters and a team that brings out your best, we hope you'll trust your future with Keyfactor! Title: Senior Director, Customer Support Location: United States; Remote Experience: Senior Director Level Job Function: Support Employment Type: Full-Time Industry: Computer & Network Security About the position The Senior Director, Customer Support is responsible for a specific region (Americas, EMEA, APAC) within the support organization. The individual will work closely with the VP of Support to define an implement strategy that elevates customer success ensuring world-class support. This role requires long-term vision, ensuring organizational performance across-functional influence, and partnering with the global support leadership team and other executives to continually improve the customer support and product experience. Applicants must be legally authorized to work in the United States. Responsibilities Drive the regional customer support strategy, ensuring alignment with company and global goals including customer lifecycle outcomes Point of contact for customer escalations Help define long-term strategies to improve customer satisfaction, retention, and growth Ensure scalability, consistency, and operational excellence within the region Drive adoption of best practices and performance frameworks Own regional problem management strategy, ensuring systemic issues are proactively identified Leverage support data and trends to ensure team is achieving the defined performance metrics Drive initiatives that reduce support demand and improve overall customer experience Provide executive oversight of critical incidents and escalations, ensuring alignment across leadership teams Ensure effective executive communication during high-impact events Partner with the VP of Support to establish support strategies that meet or exceed company priorities and growth objectives Lead and develop senior leaders, building a strong leadership pipeline within Keyfactor Work with regional counterparts, ensuring consistent execution, knowledge sharing, and operational excellence Oversee regional performance, including KPIs, financial outcomes, and organizational scaling Skills and Qualifications Bachelor's degree or equivalent experience 10+ years of related work experience, expert technical knowledge within their functional area(s), and typically 7+ years management experience. Extensive experience leading global…