Customer Support Director | Proactis | Hybrid (Reading, UK)
Shape. Lead. Elevate.
At Proactis, we're redefining how organisations manage spend, suppliers, and efficiency through our powerful Source-to-Pay (S2P) SaaS solutions. Now, we're looking for a
Customer Support Director
to lead, inspire, and scale our global support organisation.
This is your opportunity to build a best-in-class support function that drives customer satisfaction, retention, and growth across a rapidly expanding SaaS business.
Join Proactis – Shape the Future of Customer Support
At Proactis, we empower mid-market and enterprise organisations to control spend, streamline procurement, and strengthen supplier relationships with cutting-edge technology. With a footprint across the UK, Europe, and North America, we're on a mission to be the
most trusted partner in spend management
.
We're proud of our
collaborative culture
, our commitment to
diversity, equity, inclusion & belonging (DEIB)
, and our focus on employee wellbeing — including our global
Mental Health First Aid community
.
The Opportunity – Customer Support Director
This is your chance to
lead, innovate, and inspire
As our Customer Support Director, you'll:
* Define and deliver a
global support strategy
that grows with our business.
* Lead and mentor
diverse teams
— Support Managers, Engineers, and Agents — across multiple regions.
* Drive
operational excellence
with clear KPIs, SLAs, and performance metrics.
* Embed a
customer-first mindset
that boosts satisfaction, NPS, and retention.
* Partner cross-functionally with Product, Engineering, and Implementation to
enhance outcomes
.
* Introduce
AI, self-service, and automation tools
to elevate service quality and efficiency.
Your leadership will directly shape
how customers experience Proactis worldwide
.
Who We're Looking For
* 7–10+ years leading
large, multi-level support organisations
in SaaS or enterprise software.
* Proven track record improving
CSAT/NPS and driving customer retention
.
* Strong leadership presence and the ability to
influence senior stakeholders
.
* Experience implementing
support automation, knowledge bases, and process improvements
.
* Exceptional
communication and empathy
— you listen, lead, and lift others.
What We Offer
* Hybrid working model:
Flexibility with some presence at our Reading HQ.
* Career growth:
Pathway to VP Customer Success / Chief Customer Officer.
* Leadership development:
Executive coaching, certifications, and continuous learning.
* A
people-first culture
where success is shared, celebrated, and recognised.
If you're ready to
make an impact at a global SaaS leader
, elevate customer experience, and grow with a company that values people first,
Proactis is the place for you