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 Group

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 creative 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

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 & Innovation

- Drive adoption of AI, analytics, automation, and know

📌 Vice President, Customer Support, TPG (Canada)
🏢 101 Proofpoint
📍 Canada