Descriptions & Requirements
Job Description and Requirements
Title: Head of Global Customer Support
What You'll Be Doing
•Architect and lead the global customer support organization for Synopsys EDA software products, establishing the strategic vision, organizational structure, and operational model for an enterprise-scale service function
Establish systematic customer engagement frameworks that proactively monitor account health, surface emerging needs, and create continuous feedback loops that inform both service delivery and product strategy
•Partner with pre-sales engineering, field application teams, and account management to ensure seamless customer experience across the entire lifecycle from evaluation through production deployment and renewal
•Define key performance indicators and analytics frameworks that measure service excellence, customer satisfaction, product adoption patterns, and business impact
•Build and scale a high-performing global support organization with the technical expertise to address complex EDA workflows and the service discipline to consistently exceed customer expectations
The Impact You Will Have
•You will establish the strategic foundation for customer support across one of the semiconductor industry's most technically sophisticated product portfolios, defining standards that shape market expectations
•Enterprise customers will achieve faster design cycles and higher engineering productivity because the support infrastructure you create removes friction and accelerates resolution
•Synopsys will transition from reactive support to predictive service delivery, improving customer retention, expanding wallet share, and increasing lifetime value
•Go-to-market teams will compete more effectively because comprehensive support capabilities become a differentiator in competitive evaluations and contract negotiations
•The support organization you build will generate strategic product intelligence that informs development priorities and accelerates innovation aligned with market needs
•Your leadership will establish Synopsys as an employer of choice for technical support professionals who seek meaningful work on complex engineering challenges
•Executive leadership will gain enterprise visibility into customer health, product performance, and service effectiveness through the governance frameworks you implement
•Design and implement customer success programs that optimize product utilization, accelerate time-to-value, and drive measurable improvements in customer productivity across the installed base
•Develop a comprehensive knowledge management infrastructure, including technical documentation, self-service platforms, and educational resources that enable customers to maximize product value independently
What You'll Need
•15+ years of progressive leadership experience in customer support, customer success, or technical services organizations, with substantial tenure at the vice president or senior director level
•Demonstrated success building or transforming global support operations in enterprise software environments, ideally within EDA, semiconductor, infrastructure software, or similarly complex technical domains
•Proven ability to design and scale multi-regional service delivery models that maintain consistency and quality across distributed teams and diverse customer segments
•Track record of developing customer enablement strategies, knowledge management systems, and proactive engagement models that drive measurable improvements in satisfaction and retention
•Executive presence and cross-functional leadership skills with the ability to influence product, engineering, sales, and executive stakeholders through strategic insight and business acumen
•Experience establishing new organizational capabilities or leading significant transformations in environments characterized by complexity and ambiguity
•Strategic orientation balanced with operational discipline and a focus on the metrics that drive both customer outcomes and business performance
Who You Are
•You can assess enterprise support operations holistically and identify the structural changes, process improvements, and capability investments that will deliver sustainable performance gains
•You have built organizations where technical excellence and customer advocacy are embedded in the culture, reflected in both employee engagement and customer satisfaction metrics
•You know when to challenge product or engineering decisions that will create downstream support burden, and you can frame those conversations in terms of customer impact and business risk
•You are comfortable presenting support strategy to executive leadership and translating that strategy into operational plans that frontline managers can execute
•You do not require fully defined mandates or perfect organizational clarity to begin building, you create structure through disciplined execution and bring stakeholders along through demonstrated value
You measure success by how effectively your organization enables customers to achieve their business objectives using Synopsys products, not simply by operational efficiency metrics
The Team You'll Be Part Of
You will report to the SVP in Go-To-Market and work closely with pre-sales, field application engineering, product management, and R&D teams. This is a new role with a clear mandate to build the global support function for EDA software products. You will have the opportunity to define the charter, build the team, and shape how Synopsys supports its customers at scale.
Rewards and Benefits
We offer a comprehensive range of health, wellness, and financial benefits to cater to your needs. Our total rewards include both monetary and non-monetary offerings. Your recruiter will provide more details about the salary range and benefits during the hiring process.
In addition to the base salary, this role may be eligible for an annual bonus, equity, and other discretionary bonuses. Synopsys offers comprehensive health, wellness, and financial benefits as part of a competitive total rewards package. The actual compensation offered will be based on a number of job-related factors, including location, skills, experience, and education. Your recruiter can share more specific details on the total rewards package upon request. The base salary range for this role is across the U.S.
