Head of Global Customer Support

Responsibilities

• Architect and lead the global customer support organization for Synopsys EDA software products
• Establish strategic vision, organizational structure, and operational models for enterprise-scale service
• Create systematic customer engagement frameworks to monitor account health and surface emerging needs
• Partner with pre-sales engineering, field application teams, and account management to ensure seamless customer experience
• Define KPIs and analytics frameworks to measure service excellence and business impact
• Build and scale a high-performing global support organization with technical expertise in EDA workflows
• Design and implement customer success programs to optimize product utilization and time-to-value
• Develop comprehensive knowledge management infrastructure including technical documentation and self-service platforms

Requirements

• 15+ years of progressive leadership experience in customer support, customer success, or technical services
• Substantial tenure at the Vice President or Senior Director level
• Proven success building or transforming global support operations in enterprise software environments
• Experience in EDA, semiconductor, or complex infrastructure software domains
• Ability to design and scale multi-regional service delivery models
• Track record of developing customer enablement strategies and knowledge management systems
• Executive presence with ability to influence product, engineering, and sales stakeholders
• Strategic orientation balanced with operational discipline

About the Company

Synopsys is the leader in engineering solutions from silicon to systems, enabling customers to rapidly innovate AI-powered products. We deliver industry-leading silicon design, IP, simulation and analysis solutions, and design services.