About WebPros
WebPros is committed to empowering businesses worldwide through cutting-edge solutions in web hosting, billing automation, infrastructure, server management, and online marketing. Since our founding in 2017, we've rapidly grown into a global leader, expanding our robust portfolio to include industry-defining brands such as cPanel & WHM, Plesk, WHMCS, SolusVM, XOVI, SocialBee, Sitejet and Comet Backup.
Today, we power 85 million+ websites across 900,000+ servers worldwide, backed by a 650+ strong team of dedicated professionals spanning multiple continents. At WebPros, we embrace a fully remote, borderless workplace with a focus on flexibility, autonomy, and work-life balance. Whether you prefer working from a bustling city hub or a quiet home office, we enable our teams to thrive from anywhere while staying deeply connected through our strong collaborative culture.
Your Role
Hi, I am Thomas van Breen I'm the VP of Revenue Operations at WebPros. My team owns the commercial engine that connects our products to the people who rely on them, across nine brands and a global customer base spanning hosting providers, agencies, developers, and SMBs.
Customer Experience at WebPros has grown fast — each brand has its own CS and Service team, tools, and muscle memory. That's been fine until now. As we scale and move toward an AI-enabled, data-driven organisation, we need one person who can hold the whole picture: driving consistent quality, commercial accountability, and a clear transformation agenda, without steamrolling what makes each brand distinct.
This role exists because we need a leader who builds leaders. You won't run support queues — you'll develop the managers who do, establish the standards they work to, and own the platforms and processes that make everything run. If you're energised by building operating models across messy, multi-brand realities — and you know how to turn AI from a buzzword into a daily workflow — this is the job.
Key Responsibilities
- Own global CX performance metrics — Drive CSAT, ART, and FRT improvement across all WebPros brands by establishing global standards, benchmarks, and escalation paths while preserving brand-specific nuance.
- Develop Customer Success and Service Managers — Coach and grow the CS/Service Manager layer across brands toward autonomous, accountable leadership; build succession plans and talent frameworks that reduce dependency on you over time.
- Deliver commercial Customer Success outcomes — Drive measurable improvements in AOV, CLV, and expansion velocity by partnering with Sales, Marketing, and Product to turn CS teams into revenue contributors, not just retention functions.
- Lead the global Zendesk consolidation — Own the end-to-end platform migration roadmap — governance, sequencing, stakeholder management, and execution — consolidating all support platforms into a single, scalable instance.
- Define and execute an AI-first CS transformation — Build and implement a concrete AI strategy that embeds automation, agent productivity tools, and predictive insights into daily CS operations — moving the organisation from manual to intelligent at scale.
- Establish CRM visibility across Customer Success — Manage collaboration with Pipedrive-based teams and lead the evaluation of HubSpot Sales Hub consolidation, ensuring CS has the data infrastructure to operate with commercial clarity.
- Enforce global policy consistency — Standardise application of WebPros' Refund Policy and other commercial frameworks across all brands, with clear exception handling, escalation paths, and regulatory alignment.
Your Qualifications
Must-Haves
- 10+ years in Customer Success or Customer Service, with at least 4 years leading multi-brand, multi-team CS or Support organisations at scale.
- Proven track record developing managers — you have made CS or Service Managers measurably better, not just managed them.
- Direct experience owning CSAT, ART, FRT, and commercial CS metrics (AOV, CLV, retention) — with a clear line from your decisions to those numbers.
- Hands-on Zendesk platform ownership — migration, governance, or major consolidation experience across multiple business units.
- Demonstrated AI strategy implementation in a CS or Service context — real use cases deployed, not AI roadmaps that never shipped.
Nice-to-Haves
- Background in SaaS, web hosting, or infrastructure software — you understand subscription economics and technical customer bases.
- Experience working across acquisitive, multi-brand organisations where each entity has its own culture and toolset.
- Familiarity with Pipedrive and/or HubSpot Sales Hub in a CS context.
- Experience leading CRM evaluation or consolidation projects across CS teams.
Your Impact in the First 120 Days
Day 30 — Listen, map, and earn trust
- Complete structured listening sessions with every CS and Service Manager across all nine brands — understand their priorities, pain points, and what good looks like to them.
- Map the current state: tooling, metrics, team structures, platform maturity, and gaps — no assumptions, no quick fixes yet.
- Identify the two or three highest-leverage interventions and present a prioritised 90-day focus to the VP of Revenue Operations.
Day 60 — Establish baselines and quick wins
- Define and align on global CX KPI baselines (CSAT, ART, FRT) across brands — including how they're measured, reported, and reviewed.
- Identify and action at least one meaningful CSAT or ART improvement in the brand with the clearest opportunity.
- Publish a Zendesk consolidation roadmap with sequencing, ownership, and milestones — reviewed and approved by key stakeholders.
Day 90 — Build the operating model
- Launch a structured manager development cadence — regular 1:1s, clear accountability frameworks, and visible performance conversations across all CS/Service Managers.
- Deliver the first unified CX performance report to executive leadership — consolidated view across brands, with commentary and recommendations.
- Define the AI strategy for Customer Success — concrete use cases, tooling decisions, and a phased implementation plan with measurable outcomes.
Day 120 — Own it
- Have at least one CS Manager operating noticeably more autonomously as a direct result of your coaching — documented, observable, acknowledged by them.
- Show measurable CSAT or ART progress in at least two brands, with a clear attribution to changes you drove.
- Zendesk consolidation actively in progress — first brand migrated or in final migration phase.
- AI pilots live in at least one brand, with adoption data and a clear case for scaling.
You'll Thrive If…
- You get energy from developing other leaders, not from being the smartest person in the room.
- You're comfortable with ambiguity — brands at different maturity levels, tools that don't talk to each other, and no single playbook.
- You've built AI workflows that are actually live and used daily, not just demoed.
- You can hold global standards and brand-specific context simultaneously — and know when to push and when to adapt.
- You treat commercial metrics as your own metrics, not someone else's problem.
- You work well in a lean, remote-first environment where ownership is expected, not granted.
You May Struggle If…
- You need a well-defined org and clean processes before you can start adding value.
- You prefer hands-on execution over building the capability of others to execute.
- AI strategy, to you, is still a roadmap waiting for approval.
- You find it hard to hold multiple brand contexts — you want one product, one team, one playbook.
- You see Customer Success as a cost centre rather than a commercial lever.
- You need frequent direction and check-ins to feel confident moving forward.
Why WebPros
- Lead Customer Experience at genuine scale — nine well-known brands, millions of end users, real complexity.
- High strategic impact and direct executive exposure — your decisions will reach VP and C-suite level from day one.
- Shape the future of AI-powered Customer Success — not in theory, but in production.
- Global, remote-first culture with a strong bias for ownership and entrepreneurial thinking.
Our Culture
WebPros is built on diversity, not just in principle but by design. We've grown through acquiring industry-leading brands, bringing together teams from 42+ nationalities, 20+ countries, and 10+ brands. Instead of enforcing a one-size-fits-all culture, we embrace unique perspectives, different working styles, and localized expertise to drive global innovation.
We are a fully remote, async-friendly company where transparency, open communication, and collaborative problem-solving define how we work. Whether you thrive in the fast pace of a startup or the stability of an established product, WebPros offers a dynamic, evolving career journey that you can shape based on your strengths.
We are committed to fostering an inclusive, equitable workplace where every team member feels valued, heard, and supported — because our diversity is our strength.
Compensation & Benefits
We believe benefits go beyond just perks. At WebPros, we invest in your growth, flexibility, and well-being, so you can do your best work and build a meaningful career. While we strive to provide equal global benefits for all team members, some may vary by location, and we'll clarify the details with you during the interview process.
- Competitive salary
- Remote-first flexibility: Work from anywhere in the U.S.
- Development Budget: Annual personal growth allowance.
- Learning Support: Udemy subscription & peer learning.
- Paid Time Off: 20+ days of annual leave.
- Team Culture: Regular team and on-site company events.
Our Commitment to a Diverse & Inclusive Culture
At WebPros, we want every team member to feel excited to bring their full, authentic self to work. Our strength lies in the diversity of our people, with different backgrounds, perspectives, and experiences driving innovation and making us stronger together.
We are committed to ensuring equitable opportunities, pay, and support for all employees, regardless of identity, background, or circumstances. We foster a culture of belonging, respect, and psychological safety, where everyone feels valued, heard, and empowered to contribute meaningfully and grow.
Discrimination of any kind, including sexism, racism, xenophobia, homophobia, transphobia, ableism, and ageism, has no place here. By embracing differences and championing inclusivity, we create an environment where everyone can thrive.
We are looking forward to your application!
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