VP, Customer Support & Excellence

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About Us

Kyriba is a global leader in liquidity performance that empowers CFOs, Treasurers and IT leaders to connect, protect, forecast and optimize their liquidity. As a secure and scalable SaaS solution, Kyriba brings intelligence and financial automation that enables companies and banks of all sizes to improve their financial performance and increase operational efficiency. Kyriba’s real-time data and AI-empowered tools empower its 3,000 customers worldwide to quantify exposures, project cash and liquidity, and take action to protect balance sheets, income statements and cash flows. Kyriba manages more than 3.5 billion bank transactions and $15 trillion in payments annually and gives customers complete visibility and actionability, so they can optimize and fully harness liquidity across the enterprise and outperform their business strategy. For more information, visit www.kyriba.com.

We are seeking an experienced and strategic Vice President of Customer Support and Excellence to lead our global customer support and excellence operations. This executive role will drive customer satisfaction, retention, and aid growth by building world-class support capabilities across the region. The successful candidate will be responsible for developing and executing strategies that deliver exceptional customer experiences while driving operational excellence and business outcomes.

Key Responsibilities:

Strategic Leadership

• Develop and implement comprehensive customer support and success strategies aligned with Kyriba's business objectives and growth plans
• Lead the transformation of customer support into a strategic growth driver, focusing on customer retention, expansion, and advocacy
• Partner with executive leadership to define customer experience vision and KPIs across all segments and markets
• Drive continuous improvement initiatives to enhance customer satisfaction, reduce time-to-resolution, and increase first-engagement resolution rates with an emphasis on embedded AI solutions

Operational Excellence

• Oversee all aspects of customer support operations including technical support, customer experience management and enablement
• Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) that drive exceptional customer outcomes
• Implement scalable processes, tools, and methodologies to support business growth and geographic expansion
• Lead the transformation of knowledge management systems and self-service capabilities

Team Leadership and Development

• Build, lead, and develop a high-performing team of customer support professionals, technical specialists, and customer experience professionals
• Foster a customer-centric culture focused on proactive support, relationship building, and value delivery through the support process inclusive of Kyriba’s vital partner network
• Implement talent development programs, career progression pathways, and performance management systems
• Establish cross-functional collaboration within the Customer Success organanisation; Product, Sales, Marketing, and Engineering teams

Customer Experience Management

• Serve as transformational leader for strategic objective of establishing a world class customer experience motion across Kyriba’s mid-market segment 
• Drive customer health monitoring, risk identification, and proactive intervention strategies in partnership with the VP of Customer Success Management
• Assume key stakeholder position within customer advisory boards, user communities, and feedback programs to inform product development
• Champion customer voice within the organization and influence product roadmap decisions

Business Impact and Growth

• Drive customer retention, satisfaction scores (CSAT, NPS), and expansion revenue through superior support delivery
• Analyse customer data and support metrics to identify trends, opportunities, and areas for improvement
• Collaborate with the CSM and Sales leadership teams to support customer expansion and renewal initiatives
• Lead customer advocacy programs and reference development for marketing and sales enablement in partnership with the Kyriba leadership team

Required Qualifications:

Experience And Background

• Minimum 12+ years of progressive leadership experience in customer support, customer success, or related customer-facing roles
• 5+ years in executive leadership positions (VP or equivalent) managing large, distributed teams
• Proven track record in B2B SaaS, financial technology, or enterprise software environments
• Experience building and scaling customer support operations in global markets

Leadership And Management

• Demonstrated ability to build, develop, and retain high-performing teams across multiple locations
• Strong change management and transformation experience with measurable business impact
• Experience managing P&L responsibility and driving operational efficiency improvements
• Proven ability to influence and collaborate effectively with C-level executives and cross-functional teams

Technical and Domain Knowledge

• Deep understanding of customer support technologies, CRM systems, and service management platforms
• Knowledge of financial services, treasury management, or fintech industry preferred
• Familiarity with regulatory requirements and compliance considerations in financial markets is a plus
• Strong analytical skills with experience in data-driven decision making and performance optimization

Communication and Cultural Competency

• Exceptional communication and presentation skills in English; additional European languages preferred
• Cultural awareness and sensitivity for conducting business across diverse markets
• Strong negotiation and conflict resolution skills for managing complex customer situations
• Executive presence and ability to represent Kyriba at industry events and customer forums

Preferred Qualifications

• MBA or advanced degree in Business Administration, Technology, or related field
• Previous experience at high-growth SaaS companies or financial technology firms
• Experience with global support operations and 24/7 service delivery models
• Track record of driving digital transformation initiatives and customer experience innovation
• Industry certifications in customer support, service management (ITIL), or customer experience management

Location and Travel Requirements

Europe-based (London, Paris, Amsterdam, or other major European financial center preferred)

Travel: 30-40% business travel required across Europe, North America, and other international locations for customer meetings, team collaboration, and strategic initiatives