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

The Role

As Director, Customer Support, you will shape and execute the regional strategy for technical support, delivering programs that optimize customer satisfaction, ensure high‑quality service execution, and enhance the customer experience across the break/fix journey. This role also ensures full alignment with global Customer Success initiatives and strategic priorities

This role will be based in Japan or Australia

Your day-to-day

• Execute a comprehensive customer success strategy for the technical support organization, including workforce planning, hiring, onboarding, operational execution, and the people/process/technology investments required to deliver excellence
• Define and track success criteria by establishing key operational and performance metrics
• Develop standards and escalation frameworks that ensure consistent, high‑quality handling of customer issues and drive positive customer outcomes
• Improve customer value and product adoption, contributing to higher satisfaction, retention, and overall customer health
• Evaluate current customer needs, identifying what is being met, what is within Proofpoint’s control to improve, and where additional focus is required
• Analyze customer data and market signals to proactively manage customer satisfaction across current and future customer segments
• Collaborate cross‑functionally with Professional Services, Product Management, Engineering, Marketing, and Sales to influence regional strategy and organizational alignment
• Support global business continuity efforts as an active member of the broader support leadership community
• Operate effectively in a matrixed environment, building strong partnerships across regions and functions

What you bring to the team

• Demonstrated success leading enterprise‑class support organizations and achieving customer success outcomes (e.g., CSAT, NPS, customer reviews)
• 7+ years of experience in customer success, technical support, or professional services leadership within a high‑growth B2B software/SaaS environment
• Proven ability to partner with executive leadership to build alignment around strategy and execution plans
• Strong history of data‑driven decision‑making grounded in operational and business metrics
• A strategic, customer‑centric mindset with experience in direct customer engagement and leading teams that deliver exceptional customer value

#LI-ML1

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 [email protected].

How to Apply

Interested? Submit your application along with any supporting information- we can’t wait to hear from you!